Waymo Robotaxi Loop: Passenger's Dizzying Experience

Waymo Robotaxis Encountered Looping Issues

Recent reports detail instances of Waymo robotaxis becoming stuck in repetitive loops. A video showcasing one such event circulated on social media last month, though Waymo maintains no passengers were present during that particular incident.

Passenger Experience with Looping

Around the same timeframe, Mike Johns, CEO of Digital Mind State, experienced a similar issue while traveling to Phoenix airport in a Waymo vehicle. He found himself repeatedly circling a parking area, unable to halt the vehicle or exit.

These incidents surfaced within days of each other. While Waymo hasn’t confirmed simultaneous occurrences or the extent of similar events, the company states that software updates were deployed to address the problem.

Duration and Concerns

Johns was trapped in the looping pattern for “less than seven minutes,” yet he described the experience as feeling significantly longer. He expressed concern about potentially missing his flight and even questioned whether the vehicle had been compromised by malicious actors. This marked his second experience as a passenger in a Waymo robotaxi.

Waymo’s Response

A Waymo representative verified the incident, stating it was resolved through a scheduled software update implemented in early December. The rider completed their journey and was not billed for the affected portion of the trip.

Remote Assistance Limitations

Notably, a Waymo customer support specialist proactively contacted Johns via the vehicle’s communication system, acknowledging a potential “routing issue.” A video of this exchange, shared by Johns, reveals the limitations of remote assistance.

The specialist instructed Johns to access the Waymo app and select “My Trip.” Johns questioned why the agent couldn’t directly intervene, asserting that remote control should be within the support team’s capabilities.

The agent admitted to lacking the ability to control the vehicle remotely.

Distinction Between Support and Fleet Response

Waymo clarified to TechCrunch that rider support agents differ from the fleet response team. The latter is utilized by the Waymo Driver – the autonomous driving software – when encountering unfamiliar road conditions.

Rider support agents can respond to passenger inquiries through the app or in-vehicle call button and can initiate contact based on vehicle diagnostics. However, they do not have direct control over the vehicle’s driving functions.

Resolution and Compensation

Ultimately, Johns was able to regain control of the robotaxi by following the support agent’s instructions within the app. Waymo provided compensation for the ride and directed him to their website for filing a formal complaint.

The company only contacted Johns following media coverage of his experience.

The Human Factor in AI

“In this digital age, we’re becoming disconnected from the human element,” Johns remarked to TechCrunch. “I support AI, and I’m involved in the development of AI, automation, and robotics, but the human factor remains crucial.”

Expert Perspective on Safety

Missy Cummings, a professor of autonomy and robotics at George Mason University and former safety advisor to the National Highway Traffic Safety Administration, believes this incident highlights a broader safety concern for autonomous vehicle companies.

“Every robotic system should have a readily accessible emergency stop mechanism,” Cummings explained to TechCrunch. “This could be a hidden button within the vehicle, but it’s a vital security measure.”

She emphasized the need for a remote shutdown capability, particularly in scenarios where a vehicle might be compromised or a passenger’s safety is at risk.

Emergency Stop Availability

Waymo stated that its vehicles are equipped with a “pull over” button accessible to riders through the app and on the passenger screen. However, Johns reported that the support agent did not inform him of this feature, and he was unable to locate it.

Concerns Regarding Rider Involvement

Cummings also criticized the practice of requiring riders to actively participate in resolving issues via their mobile apps, citing potential connectivity problems and app usability concerns.

“It was surprising that the agent asked him to use his phone to resolve an urgent situation,” Cummings stated. “She should have directed him to a physical emergency stop button.”