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?
Logistics coordinator
28%
#90 / 623
View rankingLogistics coordinator
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 |
|---|---|---|---|
Maintain and develop positive business relationships with a customer's key personnel involved in, or directly relevant to, a logistics activity.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Develop an understanding of customers' needs and take actions to ensure that such needs are met.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 28% | +2.8 |
Direct availability and allocation of materials, supplies, and finished products.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 28% | +2.5 |
Direct team activities, establishing task priorities, scheduling and tracking work assignments, providing guidance, and ensuring the availability of resources.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Protect and control proprietary materials.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Explain proposed solutions to customers, management, or other interested parties through written proposals and oral presentations.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 22% | +1.1 |
Manage subcontractor activities, reviewing proposals, developing performance specifications, and serving as liaisons between subcontractors and organizations.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 28% | +1.4 |
Perform managerial duties such as hiring and training employees and overseeing facility needs or requirements.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. | 40% | 28% | +11.2 |
| Total | 100% | 28% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- multimodal transport logistics
- markets for modes of transport
- comply with railway safety standards
- resolve shipment issues
- track shipments
- use different communication channels
- handle shipment risks
- negotiate logistics services
- analyse transportation costs
- apply transportation management concepts
Sources for this job· O*NET 13-1081.00· ESCO/ISCO 4323