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?
Business analyst
39%
#7 / 103
View rankingBusiness analyst
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 |
|---|---|---|---|
Gather and organize information on problems or procedures.EstimateNo public source pins this saving. It is an estimate of the method. | 23% | 28% | +6.4 |
Develop and implement records management program for filing, protection, and retrieval of records, and assure compliance with program.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 55% | +7.2 |
Confer with personnel concerned to ensure successful functioning of newly implemented systems or procedures.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 28% | +3.6 |
Analyze data gathered and develop solutions or alternative methods of proceeding.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 48% | +6.2 |
Recommend purchase of storage equipment and design area layout to locate equipment in space available.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Design, evaluate, recommend, and approve changes of forms and reports.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 55% | +3.9 |
Prepare manuals and train workers in use of new forms, reports, procedures or equipment, according to organizational policy.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 55% | +2.8 |
Review forms and reports and confer with management and users about format, distribution, and purpose, identifying problems and improvements.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. | 10% | 28% | +2.8 |
| Total | 100% | 39% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- business analysis
- risk management
- market research
- scientific research methodology
- perform business analysis
- identify undetected organisational needs
- analyse business plans
- interpret financial statements
- conduct quantitative research
- analyse financial performance of a company
Sources for this job· O*NET 13-1111.00· ESCO/ISCO 2421