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?
Insurance agent
33%
#23 / 623
View rankingInsurance 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 |
|---|---|---|---|
Sell various types of insurance policies to businesses and individuals on behalf of insurance companies, including automobile, fire, life, property, medical and dental insurance, or specialized policies, such as marine, farm/crop, and medical malpractice.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Customize insurance programs to suit individual customers, often covering a variety of risks.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 28% | +2.8 |
Explain features, advantages, and disadvantages of various policies to promote sale of insurance plans.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 28% | +2.5 |
Perform administrative tasks, such as maintaining records and handling policy renewals.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 55% | +5 |
Select company that offers type of coverage requested by client to underwrite policy.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Calculate premiums and establish payment method.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 48% | +3.8 |
Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 48% | +3.4 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 31% | 28% | +8.7 |
| Total | 100% | 34% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- insurance law
- sales promotion techniques
- principles of insurance
- actuarial science
- claims procedures
- types of insurance
- calculate insurance rate
- protect client interests
- analyse insurance needs
- inform on insurance products
Sources for this job· O*NET 41-3021.00· ESCO/ISCO 3321