Waymo has clarified its use of remote assistance personnel after facing scrutiny from U.S. lawmakers regarding the safety and oversight of its robotaxi operations. The Alphabet-owned self-driving unit stated that remote workers are not used to drive vehicles during real-world operations.
In a response to Senator Ed Markey, Waymo emphasized that its remote staff only provide guidance when autonomous vehicles encounter unclear situations. These personnel do not directly steer or control the robotaxis. In rare training scenarios, U.S.-based teams may prompt a stationary vehicle to move slightly forward, but this has not occurred in live on-road use.
The company operates remote assistance centers in Arizona, Michigan and two cities in the Philippines, with around 70 agents supporting the fleet. However, only a U.S.-based Event Response Team is authorized to reposition vehicles following incidents such as crashes.
Lawmakers have raised concerns about overseas personnel being involved in support roles, citing potential risks to road safety and national security. Waymo maintains that its onboard autonomous system remains the primary decision-maker, even when remote advice is offered.
According to the company, the system typically resolves issues independently. Remote support is engaged only when necessary, and the vehicle can disregard external suggestions if they conflict with its safety logic.
