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?
Influencer / creator
30%
#39 / 103
View rankingInfluencer / creator
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 department heads or staff to discuss topics such as contracts, selection of advertising media, or product to be advertised.EstimateNo public source pins this saving. It is an estimate of the method. | 10% | 28% | +2.8 |
Plan and prepare advertising and promotional material to increase sales of products or services, working with customers, company officials, sales departments, and advertising agencies.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Coordinate activities of departments, such as sales, graphic arts, media, finance, and research.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 48% | +3.8 |
Inspect layouts and advertising copy, and edit scripts, audio, video, and other promotional material for adherence to specifications.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Plan and execute advertising policies and strategies for organizations.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Direct, motivate, and monitor the mobilization of a campaign team to advance campaign goals.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Train and direct workers engaged in developing and producing advertisements.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Contact organizations to explain services and facilities offered.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. | 39% | 28% | +10.9 |
| Total | 100% | 30% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- produce statistical financial records
- comply with food safety and hygiene
- implement marketing strategies
- monitor financial accounts
- manage staff
- analyse booking patterns
- think analytically
- develop financial statistics reports
- apply numeracy skills
- forecast occupancy demand
Sources for this job· O*NET 11-2011.00· ESCO/ISCO 2431