As self-driving cars move closer to mainstream adoption, questions remain about how autonomous they truly are. Waymo, one of the global leaders in robotaxi technology, is now defending its use of remote assistance workers in the United States, emphasizing that human support plays a critical role in ensuring safety and reliability.
The company’s response comes amid growing scrutiny over the level of human involvement behind supposedly driverless vehicles.
What Are Remote Assistance Workers?
Waymo’s robotaxis operate without a human driver behind the wheel. However, the company employs trained remote assistance specialists who monitor certain situations and provide guidance when the vehicle encounters uncertainty.
These remote workers do not drive the vehicle directly. Instead, they offer high-level instructions or suggestions to the autonomous system.
For example, if a robotaxi encounters unusual road conditions, construction zones, or unclear obstacles, the system may request human input.
The autonomous vehicle still performs the actual driving functions.
Waymo stresses that this approach enhances safety rather than replacing autonomy.
Waymo’s Defense: Safety Comes First
Waymo has clarified that remote assistance is a standard and necessary part of deploying autonomous vehicles at scale.
According to the company, these human assistants help the AI system handle rare and complex scenarios.
Autonomous vehicles are trained on massive datasets, but real-world driving can present unpredictable situations.
Human oversight helps ensure the vehicle makes safe decisions.
Waymo argues that this hybrid model improves reliability and builds public trust.
The company also noted that remote assistance requests are relatively infrequent.
Most rides are completed without any human intervention.
Not Remote Driving — But Remote Support
One of the key points Waymo emphasizes is that remote workers do not control the vehicle like a video game.
They cannot steer, accelerate, or brake the car directly.
Instead, they provide information and guidance, while the vehicle’s AI system executes the actions.
This distinction is important because full remote driving would raise different safety and regulatory concerns.
Waymo maintains that its vehicles remain fully autonomous.
The remote support system acts as a backup layer.
Growing Robotaxi Expansion in the US
Waymo has been expanding its robotaxi services across multiple US cities, offering fully autonomous rides to the public.
The company’s vehicles operate without human drivers and are used for everyday transportation.
The service represents one of the most advanced real-world deployments of self-driving technology.
As adoption grows, ensuring safety remains the top priority.
Remote assistance helps bridge the gap between current AI capabilities and the complexity of real-world driving.
Industry-Wide Practice
Waymo is not alone in using remote support.
Many autonomous vehicle companies rely on similar systems.
Experts say this is a practical approach during the early stages of autonomous deployment.
Self-driving technology continues to improve, but edge cases still exist.
Human oversight provides an extra layer of safety.
Over time, the need for assistance may decrease.
Public Perception and Transparency
The use of remote assistants raises important questions about transparency.
Some critics argue that companies should clearly explain the level of human involvement.
Waymo says it is committed to openness about how its technology works.
The company believes remote assistance strengthens safety rather than undermining autonomy.
The Future of Autonomous Driving
Self-driving cars are expected to transform transportation, reduce accidents, and improve mobility.
However, the transition will take time.
Hybrid systems that combine AI and human oversight may remain common in the near future.
Waymo’s approach highlights a key reality: autonomous vehicles are highly advanced, but human support still plays an important role.
As technology evolves, the balance between automation and human involvement will continue to shift.
For now, Waymo’s robotaxis may be driverless — but they are not entirely human-free.
