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?
Construction laborer
29%
#45 / 103
View rankingConstruction laborer
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 |
|---|---|---|---|
Tend pumps, compressors, or generators to provide power for tools, machinery, or equipment or to heat or move materials, such as asphalt.EstimateNo public source pins this saving. It is an estimate of the method. | 12% | 28% | +3.4 |
Dig ditches or trenches, backfill excavations, or compact and level earth to grade specifications, using picks, shovels, pneumatic tampers, or rakes.EstimateNo public source pins this saving. It is an estimate of the method. | 10% | 28% | +2.8 |
Grind, scrape, sand, or polish surfaces, such as concrete, marble, terrazzo, or wood flooring, using abrasive tools or machines.EstimateNo public source pins this saving. It is an estimate of the method. | 10% | 28% | +2.8 |
Signal equipment operators to facilitate alignment, movement, or adjustment of machinery, equipment, or materials.EstimateNo public source pins this saving. It is an estimate of the method. | 10% | 28% | +2.8 |
Install sewer, water, or storm drain pipes, using pipe-laying machinery or laser guidance equipment.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 28% | +2.5 |
Lubricate, clean, or repair machinery, equipment, or tools.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 12% | +1 |
Measure, mark, or record openings or distances to layout areas where construction work will be performed.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 55% | +4.4 |
Read plans, instructions, or specifications to determine work activities.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. | 26% | 28% | +7.3 |
| Total | 100% | 29% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- install wood elements in structures
- apply finish to concrete
- inspect masonry work
- check compatibility of materials
- dig soil mechanically
- pour concrete
- transport construction supplies
- operate digging construction equipment
- work in a construction team
- inspect construction supplies
Sources for this job· O*NET 47-2061.00· ESCO/ISCO 9313