The people supporting your robotaxi journey

Embarking on a journey in a Zoox is a thrilling departure from the ordinary. As you step into our purpose-built robotaxi, you're transported into a space that isn’t an updated car–it's a comfortable, futuristic carriage. Unlike a car, there are no driving controls, like a steering wheel or foot pedals. Instead of driving, riders are free to create their own experiences. Whether that’s extending a streak on your language learning app, catching up with friends, or unwinding after a day at the office.

We understand there may be apprehension about trying new experiences. After all, this is mobility in a whole new way. At Zoox, we’ve designed our robotaxis with safety in mind. In fact, safety is built into our foundation. While there is no human driver at the steering wheel, riders can rest assured that there is a team of people behind the scenes ready to assist and to ensure your journey is as safe as it is enjoyable. 

Think of these teams as a central hub for all mission, vehicle, and rider operations. Each team has different roles and responsibilities, but they all work together to ensure your ride goes smoothly.

Mission Operations supports the safe operation and function of our robotaxis. TeleGuidance is a second line of assurance to request human guidance if the robotaxi encounters a rare, complex situation. Rider Support is your customer service support for before, during, and after your ride.

Mission Operations: Monitoring the fleet

Mission Operations is our oversight team, taking a bird's-eye view of operations. Think of them as air traffic controllers. This team has robust tooling and processes in place, and if any issues arise, they know how to handle them without disrupting riders.

Day-to-day efforts involve monitoring local factors that could impact service routes, such as redirecting vehicles to avoid streets that may be shut down due to a large-scale event or reallocating the fleet to high-demand pick-up areas. Tricky weather conditions may also impact service, so the team will alert other teammates if there are any anticipated weather changes. 

TeleGuidance: The humans on-call

Our TeleGuidance team provides human context to our autonomous vehicles. That means they provide a human point of view, like a second pair of eyes, to any new situations and scenarios the AI may not be able to navigate on its own. The team may advise on how to navigate these scenarios, such as unexpected road closures or complicated construction zones. 

TeleGuidance tacticians help by assessing the scenario and suggesting a path for the vehicle to follow. Think of the suggested pathway as a set of breadcrumbs. The tacticians place these points and offer a suggested route, so the vehicle has human assurance to move forward confidently toward its destination. The tacticians are not remotely controlling the vehicle. Instead, they are providing a human perspective and advising the vehicle on a path for it to navigate autonomously.

Rider Support: Your customer support team

The Rider Support team is there to assist you every step of the way-from hailing the vehicle to when you step out of the vehicle. From start to finish, Rider Support team members ensure a smooth and secure journey, conducting start and end of the ride checks to confirm seat belts are buckled and no personal belongings are left behind. They’re ready and on call to respond to any in-app message or if a rider pushes the in-vehicle emergency button. Pressing help on the emergency button in the headliner will send a specific call to Rider Support that indicates it is an emergency.  

Working together

We want Zoox riders to experience an enjoyable, relaxing ride and feel secure knowing dedicated teams of people are hard at work and ready to support you during your journey. We will always continue to operate at a high safety standard as more Zoox vehicles are on the road. So sit back, relax, and leave the driving to us.