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?
Lawyer
31%
#26 / 103
View rankingLawyer
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 |
|---|---|---|---|
Supervise legal assistants.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 22% | +2 |
Analyze the probable outcomes of cases, using knowledge of legal precedents.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 48% | +4.3 |
Interpret laws, rulings and regulations for individuals and businesses.EstimateNo public source pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Prepare, draft, and review legal documents, such as wills, deeds, patent applications, mortgages, leases, and contracts.EstimateNo public source pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Examine legal data to determine advisability of defending or prosecuting lawsuit.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Perform administrative and management functions related to the practice of law.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 44% | 28% | +12.3 |
| Total | 100% | 31% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- 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