Who’s driving Waymo’s self-driving cars? Sometimes, the police.

In a striking incident last August, a fire along California's I-280 near Redwood City created significant traffic delays as firefighters worked to contain the blaze. Among the vehicles stuck in the chaos was a Waymo robotaxi. Video footage captured the autonomous vehicle attempting to navigate around stopped cars by driving on the shoulder, only to end up reversing in the face of oncoming traffic. Despite attempts by Waymo's remote assistance team, the vehicle remained immobilized, prompting the company to call for emergency help. According to a recording obtained by TechCrunch, a Waymo remote assistance employee reached out to a 911 dispatcher, explaining that the robotaxi was unable to turn around due to the traffic direction enforced by the California Highway Patrol (CHP). Approximately 30 minutes later, a CHP officer arrived to drive the Waymo vehicle to safety. This incident, while somewhat embarrassing for Waymo, is not an isolated occurrence. The company has frequently called upon public safety officials to assist its vehicles when they encounter difficulties on the road. TechCrunch identified at least six separate instances where first responders had to intervene, including one situation during a response to a mass shooting. Lawmakers have begun to scrutinize Waymo's reliance on remote assistance employees, particularly those based overseas, to help navigate the complexities of urban driving. However, much less attention has been paid to the company's roadside assistance team, which has faced criticism from city officials concerned about their impact on public safety resources. During a recent hearing in San Francisco, officials voiced their frustrations over Waymo's robotaxis blocking emergency responders during a power outage. Mary Ellen Carroll, executive director of the Department of Emergency Management, highlighted how public safety officers have had to physically relocate the autonomous vehicles, raising concerns about their availability to respond to actual emergencies. Waymo defended its roadside assistance team, stating that they have managed to clear numerous obstructed vehicles during recent incidents. The company emphasized their commitment to minimizing community disruptions, yet they did not disclose how many roadside workers are employed or how they plan to expand the team as they look to launch in more cities. Currently, Waymo's robotaxis provide over 400,000 paid rides weekly, a considerable achievement that underscores the company's years of research and development in self-driving technology. However, these vehicles do occasionally require human intervention. Waymo employs around 70 remote assistance workers who monitor its fleet of approximately 3,000 vehicles, providing support when the robotaxis encounter challenging situations. Despite Waymo's claims of swift communication with its remote assistance workers, the National Transportation Safety Board revealed an alarming incident where a robotaxi misinterpreted guidance regarding a school bus stop, nearly causing a serious situation. In response, Waymo stated they conduct regular audits of their remote assistance interactions to ensure accuracy and improve safety. When faced with emergencies, Waymo also relies on its event response team, which is trained for complicated scenarios, including coordinating with emergency services. However, communication issues were evident during the Redwood City incident, as CHP officers initially misunderstood the situation before receiving clarification on the need for them to drive the vehicle away. As Waymo continues to expand its autonomous fleet, the reliance on first responders raises questions about the company's accountability in ensuring their vehicles do not impede emergency operations. City officials have pressed for clearer answers on how Waymo intends to reduce its dependency on public safety resources, emphasizing that first responders should not have to act as a roadside assistance service for robotic taxis. Amid these challenges, Waymo remains committed to improving its operations and collaborating with first responders, recognizing the urgency of addressing these issues as they scale their services further.