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?
Lab technician
37%
#14 / 623
View rankingLab technician
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 |
|---|---|---|---|
Obtain specimens, cultivating, isolating, and identifying microorganisms for analysis.EstimateNo public source provides a precise figure. This is our estimate. | 16% | 48% | +7.7 |
Conduct chemical analyses of body fluids, such as blood or urine, using microscope or automatic analyzer to detect abnormalities or diseases and enter findings into computer.EstimateNo public source provides a precise figure. This is our estimate. | 16% | 48% | +7.7 |
Analyze the results of tests or experiments to ensure conformity to specifications, using special mechanical or electrical devices.EstimateNo public source provides a precise figure. This is our estimate. | 13% | 48% | +6.2 |
Test raw materials, processes, or finished products to determine quality or quantity of materials or characteristics of a substance.EstimateNo public source provides a precise figure. This is our estimate. | 12% | 28% | +3.4 |
Collect blood or tissue samples from patients, observing principles of asepsis to obtain blood sample.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 12% | +1.2 |
Analyze and record test data to issue reports that use charts, graphs, or narratives.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 55% | +5 |
Supervise or instruct other technicians or laboratory assistants.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 22% | +2 |
Set up, maintain, calibrate, clean, and test sterility of medical laboratory equipment.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
| Total | 100% | 37% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- techniques of blood-sampling
- microbiology-bacteriology
- laboratory techniques
- blood type classification
- perform laboratory tests
- transport blood samples
- archive healthcare users' records
- mix chemicals
- record test data
- maintain laboratory equipment
Sources for this job· O*NET 29-2012.00· ESCO/ISCO 3212