US government documents reveal how humans are 'critical' for Google’s Waymo and Elon Musk’s Tesla robotaxis to function properly

Companies that provide self-driving vehicle services have often promoted them as operating without human intervention. As per to newly released government files, Google’s Waymo and Elon Musk’s Tesla are still relying on human support systems in order to keep their robot taxi services safe on public roads.According to a report by Wired, filings submitted this month by Alphabet subsidiary Waymo and electric vehicle maker Tesla provide additional insight into the companies’ “remote assistance” programmes, outlining how trained personnel step in when autonomous driving systems encounter situations they cannot independently resolve. The disclosures offer a clearer view of the human involvement behind technologies frequently described as fully automated.Industry experts have claimed that remote operators are critical to keeping self-driving vehicles safe in unexpected situations. This includes traffic congestion, damaged infrastructure, or unclear road conditions. Investigations into robotaxis passing stopped school buses in Austin, Texas, show cases where human support may be needed. Similarly, a power outage in San Francisco in December 2025 shut down traffic lights, leaving several Waymo vehicles stuck at intersections and requiring assistance.“For the foreseeable future, there will be people who play a role in the vehicles’ behaviour, and therefore have a safety role to play,” said Philip Koopman, an autonomous vehicle software and safety researcher at Carnegie Mellon University. He added that one of the key challenges in autonomous driving development is ensuring systems recognise when to request human assistance.The documents indicate that, despite advances in automation, human oversight remains part of how robotaxi services currently operate.Google’s Waymo currently operates a paid robotaxi service across six US metropolitan areas. This includes Atlanta, Austin, Los Angeles, Phoenix and the San Francisco Bay Area. The company has plans to expand to at least 10 additional cities, including London, this year. In a blog post and a letter submitted to US Senator Ed Markey, the company disclosed further details about its “remote assistance” (RA) programme, in which human workers respond when vehicle software requests support. According to Ryan McNamara, Waymo’s vice president and global head of operations, these workers provide data or advice that the autonomous system may choose to use or ignore. “Waymo’s RA agents provide advice and support to the Waymo Driver but do not directly control, steer, or drive the vehicle,” McNamara wrote, addressing claims that robotaxis function as remotely controlled cars. Waymo said around 70 remote assistants monitor approximately 3,000 vehicles at any given time.The company confirmed that about half of its remote assistance workforce consists of contractors based in the Philippines, alongside offices in Arizona and Michigan. These workers hold Philippine driving licences but are trained in US traffic rules. Waymo screens all of its assistants for drug and alcohol use when they are hired, and about 45% are randomly tested every three months. A specialised team in the US handles more complex situations, such as accidents, encounters with the police, and regulatory matters.Tesla launched a limited robotaxi service in Austin in June 2025, staffed with human safety monitors in the front passenger seat. Elon Musk later stated that some cars began operating without safety monitors, although chase cars are still used in some cases. In the Bay Area, another Tesla ride-hailing service is still operating with human drivers.In a petition filed with the California Public Utilities Commission, Tesla’s AI technical program manager Dzuy Cao described the company’s operation of its “remote operators” from offices in Austin and the Bay Area, stressing that Tesla “requires that its remote operators be located domestically.”The company stated that its operators undergo background checks, drug and alcohol screening, and possess valid US driver’s licenses, although it did not specify how often these interventions occur. Experts point out that these remote assistance systems remain relevant to safety.“If there’s a person who can make a mistake that can result in or contribute to a crash, then you have a safety issue you have to deal with,” autonomous vehicle safety researcher Philip Koopman told Wired.