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?
Caregiver
16%
#592 / 623
View rankingCaregiver
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 |
|---|---|---|---|
Maintain records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 12% | +1.3 |
Provide patients with help moving in and out of beds, baths, wheelchairs, or automobiles and with dressing and grooming.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 12% | +1.2 |
Entertain, converse with, or read aloud to patients to keep them mentally healthy and alert.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 12% | +1.2 |
Plan, purchase, prepare, or serve meals to patients or other family members, according to prescribed diets.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 12% | +1.2 |
Bathe patients.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 12% | +1.1 |
Care for patients by changing bed linens, washing and ironing laundry, cleaning, or assisting with their personal care.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 12% | +1 |
Provide patients and families with emotional support and instruction in areas such as caring for infants, preparing healthy meals, living independently, or adapting to disability or illness.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 12% | +1 |
Administer prescribed oral medications, under the written direction of physician or as directed by home care nurse or aide, and ensure patients take their medicine.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 12% | +1 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 26% | 28% | +7.3 |
| Total | 100% | 16% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- disability care
- older adults' needs
- first response
- wash the laundry
- apply first response
- tend to elderly people
- prepare sandwiches
- iron textiles
- buy groceries
- accompany people
Sources for this job· O*NET 31-1121.00· ESCO/ISCO 5322