Uber Eats has introduced a brand‑new Live Order Chat feature, allowing merchants to message customers directly about their orders. This real‑time communication tool gives stores the ability to clarify special requests, confirm substitutions when items sell out, and check for allergies or dietary needs. Importantly, only the merchant can start the chat; customers can respond but cannot initiate contact themselves. The conversation ends once the order is handed to a courier or picked up.
This change comes just three months after a similar messaging feature was launched by a key competitor, marking a rapid shift across the food delivery industry toward live interaction.
Alongside the chat function, Uber Eats is rolling out several AI-powered tools for merchants. These include AI-generated summaries of customer reviews, designed to help restaurant owners quickly identify areas for improvement, and auto-generated menu item descriptions to make ordering easier. The platform will also enhance low-quality food photos by improving lighting, framing, and presentation—and even re‑plate dishes digitally when needed.
In an effort to enrich menus, Uber Eats encourages customers to submit their own meal photos when no official image is available. Users from eligible regions—such as the US, UK, Canada, and Mexico—can earn Uber Cash credits (typically $3) if their photo is selected and published.
errors, boost customer satisfaction, and help restaurants operate more smoothly. Retailers using the platform stand to benefit from clearer communication and better visual presentation—even during high‑volume times.
