Uber Eats Launches Messaging Feature for Merchants to Communicate with Customers About Orders

On Wednesday, Uber Eats announced it will enable restaurants and merchants to communicate directly with customers to address order-related issues. Additionally, the app is introducing new AI tools for merchants and encouraging users to upload photos of their orders when items lack a menu image.

The innovative “Live order chat” feature allows merchants to message customers in real-time, confirming substitutions for out-of-stock items, clarifying any special requests, and inquiring about dietary or allergy needs.

Uber specified that customers cannot initiate conversations with merchants; they can only respond if the merchant has contacted them first. The live order chat feature is available for both delivery and pickup orders and ends once the food is handed to a courier or picked up by the customer.

This feature launch follows a similar announcement by DoorDash, a competitor of Uber Eats, which introduced direct chat capabilities for merchants to resolve order concerns three months ago.

In terms of the new AI tools for merchants, Uber Eats is rolling out AI-generated summaries of customer reviews, making it easier to comprehend feedback. The app will also feature AI-created descriptions for menu items to help users make informed decisions when ordering.

The app will also leverage AI to improve low-quality food images by enhancing lighting, resolution, framing, and presentation. For example, if a dish is shown in a takeout container, Uber Eats may generate an image of the same meal beautifully plated.

Furthermore, Uber Eats is encouraging users to photograph their deliveries, believing that pictures can increase the chances of customers ordering a dish. Users whose photos are selected for publication will receive $3 in Uber Cash, available to residents in the U.S., Canada, Mexico, or the U.K.

To share a photo, users need to click the “Add Photos” button on the rate order screen after their order has been delivered.