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?
Plumber
28%↑
#99 / 623
View rankingPlumber
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 |
|---|---|---|---|
Cut, thread, or hammer pipes to specifications, using tools such as saws, cutting torches, pipe threaders, or pipe benders.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Locate and mark the position of pipe installations, connections, passage holes, or fixtures in structures, using measuring instruments such as rulers or levels.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Direct helpers engaged in pipe cutting, preassembly, or installation of plumbing systems or components.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Select pipe sizes, types, or related materials, such as supports, hangers, or hydraulic cylinders, according to specifications.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Lay out full scale drawings of pipe systems, supports, or related equipment, according to blueprints.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Assemble pipe sections, tubing, or fittings, using couplings, clamps, screws, bolts, cement, plastic solvent, caulking, or soldering, brazing, or welding equipment.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 28% | +1.4 |
Attach pipes to walls, structures, or fixtures, such as radiators or tanks, using brackets, clamps, tools, or welding equipment.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 28% | +1.4 |
Install pipe assemblies, fittings, valves, appliances such as dishwashers or water heaters, or fixtures such as sinks or toilets, using hand or power tools.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. | 53% | 28% | +14.8 |
| Total | 100% | 28% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- pipes
- blockages
- solder copper
- sanitary ware
- plumbing tools
- types of piping
- replace faucets
- work ergonomically
- prepare copper pipes for use as gas lines
- snap chalk line
Sources for this job· O*NET 47-2152.00· ESCO/ISCO 7126