Waymo Defends Use of Remote Assistance for Robotaxis

Company says remote agents provide advice only, do not directly control vehicles

Published on Feb. 21, 2026

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Waymo has defended its use of remote assistance agents for its robotaxi operations after a Senate hearing testimony went viral. In a letter to Sen. Ed Markey, Waymo's head of global operations said the company employs around 70 remote agents, half in the US and half in the Philippines, who provide advice and support to the autonomous driving system but do not directly control the vehicles.

Why it matters

Waymo's remote assistance practices have come under increased scrutiny following several high-profile safety incidents involving its robotaxis, as well as growing public concerns about the spread of driverless cars and potential job losses from AI automation.

The details

Waymo says its remote agents are licensed drivers, English speakers, and have passed drug screenings. They provide assistance for tasks like checking vehicle occupancy or suggesting paths around obstacles, but do not actively control the vehicles. The company claims latency between the vehicle and remote agent is around 150 milliseconds for US-based agents and 250 milliseconds for those abroad. Waymo also has a separate 'Event Response Team' in the US that can be deployed in the case of crashes or other safety incidents.

  • In December 2025, a power outage in San Francisco left several Waymo robotaxis paralyzed in intersections.
  • In 2024, a Waymo robotaxi was caught running a red light, which the company said was due to an incorrect prompt from a remote assistant.

The players

Waymo

An American autonomous driving company and a subsidiary of Alphabet Inc., Google's parent company.

Ryan McNamara

Waymo's head of global operations.

Ed Markey

A Democratic senator from Massachusetts.

Mauricio Peña

Waymo's chief safety officer.

Phil Koopman

An autonomous vehicle expert at Carnegie Mellon University.

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What they’re saying

“Waymo's [remote assistance] agents provide advice and support to the Waymo Driver but do not directly control, steer, or drive the vehicle.”

— Ryan McNamara, Waymo's head of global operations (The Verge)

“It is not about whether the remote human driver exists, because all robotaxis will need such a person for the foreseeable future. It is whether the safety concept for that arrangement is acceptable.”

— Phil Koopman, Autonomous vehicle expert, Carnegie Mellon University (The Verge)

What’s next

Waymo says it will continue to closely monitor the performance of its remote assistance agents and provide detailed records of their interactions with the autonomous driving system to regulators upon request.

The takeaway

Waymo's use of remote assistance for its robotaxis has raised concerns about transparency and safety, even as the company insists its practices are rigorous and its remote agents do not directly control the vehicles. As autonomous driving technology continues to evolve, there will likely be ongoing debates about the appropriate role of human oversight and intervention.