Automation index
How much of a Customer support agent’s job can AI already do?
Today an AI can already handle the first pass: repeat tickets, stock emails, a simple reset. The odd case, the angry customer, and fraud still need a person.
This percentage does not predict how many people will lose their jobs.
Task comparison
IS WORK OVER?
Customer support agent
36%
AI can already do 36% of this job.
#15 / 623
View rankingCustomer support agent
Where the time goes
Task weights are our estimates based on O*NET frequency data, not time shares published by O*NET.
The time saving for each task is estimated separately.
| Task | Share | AI | Points |
|---|---|---|---|
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.EstimateNo public source provides a precise figure. This is our estimate. | 17% | 28% | +4.8 |
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.EstimateNo public source provides a precise figure. This is our estimate. | 15% | 55% | +8.3 |
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.EstimateNo public source provides a precise figure. This is our estimate. | 13% | 55% | +7.2 |
Check to ensure that appropriate changes were made to resolve customers' problems.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Determine charges for services requested, collect deposits or payments, or arrange for billing.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Solicit sales of new or additional services or products.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 28% | +2.5 |
Refer unresolved customer grievances to designated departments for further investigation.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
| Total | 100% | 36% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- customer insight
- characteristics of products
- customer service
- guarantee customer satisfaction
- communicate with customers
- use databases
- answer incoming calls
- keep records of customer interaction
- perform customer management
- collect customer data
Sources for this job· O*NET 43-4051.00· ESCO/ISCO 4222
IS WORK OVER?
Auto mechanic
25%
#245 / 623
View rankingAuto mechanic
Where the time goes
Task weights are our estimates based on O*NET frequency data, not time shares published by O*NET.
The time saving for each task is estimated separately.
| Task | Share | AI | Points |
|---|---|---|---|
Inspect vehicles for damage and record findings so that necessary repairs can be made.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 12% | +1.1 |
Follow checklists to ensure all important parts are examined, including belts, hoses, steering systems, spark plugs, brake and fuel systems, wheel bearings, and other potentially troublesome areas.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Estimate costs of vehicle repair.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 12% | +0.8 |
Review work orders and discuss work with supervisors.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 22% | +1.5 |
Perform routine and scheduled maintenance services, such as oil changes, lubrications, and tune-ups.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Maintain cleanliness of work area.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Test drive vehicles and test components and systems, using equipment such as infrared engine analyzers, compression gauges, and computerized diagnostic devices.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 48% | +2.9 |
Test and adjust repaired systems to meet manufacturers' performance specifications.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 12% | +0.6 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 46% | 28% | +12.9 |
| Total | 100% | 25% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- automotive diagnostic equipment
- car controls
- emission standards
- vehicle electrical systems
- types of vehicles
- principles of mechanical engineering
- hybrid vehicle architecture
- teamwork principles
- components of air conditioning systems
- mechanics
Sources for this job· O*NET 49-3023.00· ESCO/ISCO 7231