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?
Junior developer
31%↓
#38 / 623
View rankingJunior developer
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 |
|---|---|---|---|
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 provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Develop Web sites.EstimateNo public source provides a precise figure. This is our estimate. | 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 provides a precise figure. This is our estimate. | 6% | 55% | +3.3 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 30% | 28% | +8.4 |
| Total | 100% | 31% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- 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