Uber Eats Adds Live Chat and AI Tools to Boost Merchant-Customer Experience

On Wednesday, Uber Eats announced a new feature that lets restaurants and stores talk directly with customers about their orders, according to TechCrunch. The Uber Eats Merchant Messaging feature gives merchants the ability to send real-time updates or ask questions through the app. The app has rolled out new AI features for merchants and is asking users to upload photos of their orders if a menu item doesn’t already have an image.

So, if a customer places an order and the kitchen runs out of an ingredient, the restaurant can send a quick message instead of canceling the item. Likewise, if there’s a delay or confusion about a delivery address, merchants can reach out immediately.

This is all part of Uber’s broader push to improve the ordering experience, not just for customers but also for businesses using the platform.

A Better Experience for Everyone

With Uber Eats live order chat, customers can now get fast answers without going through support channels. For example, if your smoothie is missing a topping or you want to check if a dish can be made gluten-free, the restaurant can message you directly while your order is still being prepared.

This reduces delays, order errors, and back-and-forth with delivery partners. It also puts more power in the hands of restaurant staff to offer quick solutions.

Part of Uber’s Bigger AI Plan

This new feature is being launched alongside other smart tools the company has been rolling out. Recently, Uber Eats announced AI Tools to help restaurants operate more efficiently. One standout tool by Uber Eats is the AI-powered summaries, which helps merchants understand customer feedback faster by using generative AI to sort through reviews.

These summaries allow restaurant owners to identify problems, like long wait times or frequent packaging complaints, without digging through dozens of comments. Instead, the AI gives them a quick snapshot so they can act on issues quickly. The app will also use AI to improve low-quality food photos by adjusting the lighting, sharpening the image, fixing the framing, and making the dish look more appealing on screen.

Incentives to Upgrade Menus Too

In another move to make listings more attractive, Uber Eats has introduced Menu Photo Rewards. This rewards restaurants that upload high-quality photos of their dishes. Menus with good visuals tend to perform better, helping customers decide faster and boosting order volume.

Uber is offering discounts on delivery fees and better placement in the app as rewards for those who participate. This ties back into their effort to make the app more visually appealing and helpful for users choosing what to eat.

Final Word

With Uber Eats Merchant Messaging and new AI-powered features, the platform is evolving beyond just being a food delivery app. It’s turning into a smarter, more collaborative system that helps both customers and merchants. From live chats during orders to AI insights and photo rewards, Uber Eats seems set on tightening the connection between diners and kitchens.

These tools may also give it a stronger edge in a competitive delivery market, where speed, accuracy, and customer experience are everything.