The New Yorker 2026-10-18-2
Robot, Take the Wheel
Waymo runs 4,000+ cars in 15 US cities on a $126 billion valuation, but about 70 remote agents on duty at any time, split between US and Philippine call centers, are the layer the marketing leaves out. The riders cannot steer, so safety depends on how fast a human answers, and the least disclosed metric is that response time. Like Amazon's logistics, the moat is operational, and here it also includes winning permission city by city.