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?
Junior developer
31%↓
#30 / 103
View rankingJunior developer
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 |
|---|---|---|---|
Write, analyze, review, and rewrite programs, using workflow chart and diagram, and applying knowledge of computer capabilities, subject matter, and symbolic logic.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 48% | +6.2 |
Write, update, and maintain computer programs or software packages to handle specific jobs such as tracking inventory, storing or retrieving data, or controlling other equipment.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Correct errors by making appropriate changes and rechecking the program to ensure that the desired results are produced.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Perform or direct revision, repair, or expansion of existing programs to increase operating efficiency or adapt to new requirements.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 12% | +1.1 |
Conduct trial runs of programs and software applications to be sure they will produce the desired information and that the instructions are correct.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Develop Web sites.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Compile and write documentation of program development and subsequent revisions, inserting comments in the coded instructions so others can understand the program.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 55% | +3.3 |
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% | 31% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- write code
- programming
- software development
- coding
- debug code
- computer programming
- decentralized application frameworks
- blockchain openness
- software components libraries
- ICT debugging tools
Sources for this job· O*NET 15-1251.00· ESCO/ISCO 2512