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?
Lawyer
31%
#28 / 623
View rankingLawyer
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 |
|---|---|---|---|
Supervise legal assistants.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 22% | +2 |
Analyze the probable outcomes of cases, using knowledge of legal precedents.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 48% | +4.3 |
Interpret laws, rulings and regulations for individuals and businesses.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Gather evidence to formulate defense or to initiate legal actions by such means as interviewing clients and witnesses to ascertain the facts of a case.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Prepare, draft, and review legal documents, such as wills, deeds, patent applications, mortgages, leases, and contracts.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 55% | +3.9 |
Advise clients concerning business transactions, claim liability, advisability of prosecuting or defending lawsuits, or legal rights and obligations.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Examine legal data to determine advisability of defending or prosecuting lawsuit.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 28% | +1.4 |
Perform administrative and management functions related to the practice of law.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 28% | +1.4 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 44% | 28% | +12.3 |
| Total | 100% | 31% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- advise clients
- draft contracts
- litigate
- interpret law
- legal case management
- court procedures
- compile legal documents
- negotiate in legal cases
- protect client interests
- analyse legal evidence
Sources for this job· O*NET 23-1011.00· ESCO/ISCO 2611