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?
Data analyst
40%
#5 / 103
View rankingData 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 |
|---|---|---|---|
Generate standard or custom reports summarizing business, financial, or economic data for review by executives, managers, clients, and other stakeholders.EstimateNo public source pins this saving. It is an estimate of the method. | 14% | 55% | +7.7 |
Manage timely flow of business intelligence information to users.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 28% | +3.6 |
Maintain or update business intelligence tools, databases, dashboards, systems, or methods.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 48% | +5.3 |
Provide technical support for existing reports, dashboards, or other tools.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 55% | +5 |
Synthesize current business intelligence or trend data to support recommendations for action.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Create business intelligence tools or systems, including design of related databases, spreadsheets, or outputs.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 55% | +3.3 |
Collect business intelligence data from available industry reports, public information, field reports, or purchased sources.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 55% | +3.3 |
Identify or monitor current and potential customers, using business intelligence tools.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 29% | 28% | +8.1 |
| Total | 100% | 40% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- analyse data
- models
- dashboards
- python
- information structure
- data warehouse
- database
- web programming
- ICT security legislation
- business process modelling
Sources for this job· O*NET 15-2051.01· ESCO/ISCO 2521