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?
Physiotherapist
21%
#414 / 623
View rankingPhysiotherapist
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 |
|---|---|---|---|
Plan, prepare, or carry out individually designed programs of physical treatment to maintain, improve, or restore physical functioning, alleviate pain, or prevent physical dysfunction in patients.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 12% | +1 |
Record prognosis, treatment, response, and progress in patient's chart or enter information into computer.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 12% | +1 |
Administer manual exercises, massage, or traction to help relieve pain, increase patient strength, or decrease or prevent deformity or crippling.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 12% | +1 |
Evaluate effects of treatment at various stages and adjust treatments to achieve maximum benefit.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Direct, supervise, assess, and communicate with supportive personnel.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 22% | +1.5 |
Confer with the patient, medical practitioners, or appropriate others to plan, implement, or assess the intervention program.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 12% | +0.8 |
Test and measure patient's strength, motor development and function, sensory perception, functional capacity, or respiratory or circulatory efficiency and record data.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 12% | +0.7 |
Obtain patients' informed consent to proposed interventions.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 12% | +0.7 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 42% | 28% | +11.8 |
| Total | 100% | 21% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- orthopaedic manual physiotherapy
- medical terminology
- emergency surgery
- general medicine
- surgery
- human physiology
- geriatrics
- kinetics
- neurology
- pharmacology
Sources for this job· O*NET 29-1123.00· ESCO/ISCO 2264