Automation index
Can AI do the work of a Customer support agent?
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.
It does not predict how many jobs will disappear.
Task comparison
IS WORK OVER?
Customer support agent
36%
AI or a robot can already do 36% of this job.
#15 / 103
View rankingCustomer support agent
Where the time goes
Score = Σ (weight × saving). Weight is our estimate from frequency, not a time share published by O*NET. Saving is separate.
Weights are our estimate from O*NET frequency (FT). O*NET does not publish % of the week.
| Task | Share | AI | Adds |
|---|---|---|---|
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 pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 15% | 55% | +8.3 |
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 55% | +7.2 |
Check to ensure that appropriate changes were made to resolve customers' problems.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Determine charges for services requested, collect deposits or payments, or arrange for billing.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Solicit sales of new or additional services or products.EstimateNo public source pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 9% | 28% | +2.5 |
Refer unresolved customer grievances to designated departments for further investigation.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
| Total | 100% | 36% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- 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?
Biologist
31%
#28 / 103
View rankingBiologist
Where the time goes
Score = Σ (weight × saving). Weight is our estimate from frequency, not a time share published by O*NET. Saving is separate.
Weights are our estimate from O*NET frequency (FT). O*NET does not publish % of the week.
| Task | Share | AI | Adds |
|---|---|---|---|
Teach or supervise students and perform research at universities and colleges.EstimateNo public source pins this saving. It is an estimate of the method. | 17% | 22% | +3.7 |
Identify, classify, and study structure, behavior, ecology, physiology, nutrition, culture, and distribution of plant and animal species.EstimateNo public source pins this saving. It is an estimate of the method. | 16% | 28% | +4.5 |
Program and use computers to store, process, and analyze data.EstimateNo public source pins this saving. It is an estimate of the method. | 15% | 48% | +7.2 |
Supervise biological technicians and technologists and other scientists.EstimateNo public source pins this saving. It is an estimate of the method. | 15% | 22% | +3.3 |
Research environmental effects of present and potential uses of land and water areas, determining methods of improving environmental conditions or such outputs as crop yields.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 22% | +1.3 |
Collect and analyze biological data about relationships among and between organisms and their environment.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 48% | +2.9 |
Study basic principles of plant and animal life, such as origin, relationship, development, anatomy, and function.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Review reports and proposals, such as those relating to land use classifications and recreational development, for accuracy, adequacy, or adherence to policies, regulations, or scientific standards.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 55% | +2.8 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 15% | 28% | +4.2 |
| Total | 100% | 31% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- microbiology-bacteriology
- genetics
- biotechnology
- laboratory techniques
- biology
- medical genetics
- genetic engineering
- scientific research methodology
- manage research data
- perform laboratory tests
Sources for this job· O*NET 19-1029.04· ESCO/ISCO 2131