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?
Event planner
30%
#40 / 103
View rankingEvent planner
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 |
|---|---|---|---|
Consult with customers to determine objectives and requirements for events, such as meetings, conferences, and conventions.EstimateNo public source pins this saving. It is an estimate of the method. | 15% | 28% | +4.2 |
Coordinate services for events, such as accommodation and transportation for participants, facilities, catering, signage, displays, special needs requirements, printing and event security.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Confer with staff at a chosen event site to coordinate details.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 28% | +2.5 |
Direct administrative details, such as financial operations, dissemination of promotional materials, and responses to inquiries.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Monitor event activities to ensure compliance with applicable regulations and laws, satisfaction of participants, and resolution of any problems that arise.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Evaluate and select providers of services according to customer requirements.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Maintain records of event aspects, including financial details.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 55% | +3.3 |
Review event bills for accuracy and approve payment.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. | 30% | 28% | +8.4 |
| Total | 100% | 30% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- develop event topics
- negotiate contracts with event providers
- coordinate events
- confer with event staff
- review event bills
- inspect event facilities
- arrange event needs
- organise event participants' registration
- direct event administrative details
- supervise event staff
Sources for this job· O*NET 13-1121.00· ESCO/ISCO 3332