To give you a better idea of how Uber runs its Twitter account, check out this screenshot.
The Uber Support page is set up to address users by the first name it detects in a person's profile. The point is to obviously a create a more personable customer service experience while maybe skimping out on paying an actual social media person to respond manually to the many tweets the company receives. Since the racial slur incident, the brand has removed that feature from its Twitter responses or hired an actual human who deserves the salary and the benefits. Let's hope the latter is what went down for the sake of making America great again, eh?
Never forget how Google allowed the White House to be labeled in 2015.
According to Google, it had nothing to do with the White House being labeled as the "[N-word] house while Barack Obama was president. The company fixed the issue and apologized to the public for the oversight. The public was ticked off but it's four years later and we're all still Googling the hourly weather among other things. Uber can survive this Twitter mess, right?