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?
PR specialist
29%
#46 / 103
View rankingPR specialist
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 |
|---|---|---|---|
Post and update content on the company's Web site and social media outlets.EstimateNo public source pins this saving. It is an estimate of the method. | 17% | 28% | +4.8 |
Respond to requests for information from the media or designate an appropriate spokesperson or information source.EstimateNo public source pins this saving. It is an estimate of the method. | 15% | 28% | +4.2 |
Plan or direct development or communication of programs to maintain favorable public or stockholder perceptions of an organization's accomplishments, agenda, or environmental responsibility.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 28% | +3.6 |
Write press releases or other media communications to promote clients.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Study the objectives, promotional policies, or needs of organizations to develop public relations strategies that will influence public opinion or promote ideas, products, or services.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Establish or maintain cooperative relationships with representatives of community, consumer, employee, or public interest groups.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 22% | +1.5 |
Coach client representatives in effective communication with the public or with employees.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 22% | +1.3 |
Prepare or edit organizational publications, such as employee newsletters or stockholders' reports, for internal or external audiences.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 55% | +2.8 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 18% | 28% | +5 |
| Total | 100% | 29% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- keywords in digital content
- web analytics
- pricing strategies
- corporate social responsibility
- market research
- brand marketing techniques
- content marketing strategy
- online moderation techniques
- marketing mix
- authoring software
Sources for this job· O*NET 27-3031.00· ESCO/ISCO 2432