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?
Biologist
31%
#30 / 623
View rankingBiologist
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 |
|---|---|---|---|
Teach or supervise students and perform research at universities and colleges.EstimateNo public source provides a precise figure. This is our estimate. | 17% | 22% | +3.7 |
Identify, classify, and study structure, behavior, ecology, physiology, nutrition, culture, and distribution of plant and animal species.EstimateNo public source provides a precise figure. This is our estimate. | 16% | 28% | +4.5 |
Program and use computers to store, process, and analyze data.EstimateNo public source provides a precise figure. This is our estimate. | 15% | 48% | +7.2 |
Supervise biological technicians and technologists and other scientists.EstimateNo public source provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 6% | 22% | +1.3 |
Collect and analyze biological data about relationships among and between organisms and their environment.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 48% | +2.9 |
Study basic principles of plant and animal life, such as origin, relationship, development, anatomy, and function.EstimateNo public source provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 5% | 55% | +2.8 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 15% | 28% | +4.2 |
| Total | 100% | 31% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- 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