The reason why I would not consider Google to legitimately compete with Uber/Lyft at scale in this arena is because it's not part of their nature to staff customer support at the level required to run operationally-intensive businesses.
The rate in which something goes wrong in the real world (esp where money in exchanged) is much higher than in a pure software world, and Google is going to try to take the FAQ/chatbot/no phone approach to service when it's going to need to staff entire buildings with agents if it doesn't want to completely piss off a nascent user base.
The rate in which something goes wrong in the real world (esp where money in exchanged) is much higher than in a pure software world, and Google is going to try to take the FAQ/chatbot/no phone approach to service when it's going to need to staff entire buildings with agents if it doesn't want to completely piss off a nascent user base.