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?
Psychologist
28%
#64 / 103
View rankingPsychologist
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 |
|---|---|---|---|
Document patient information including session notes, progress notes, recommendations, and treatment plans.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 12% | +1.1 |
Use a variety of treatment methods, such as psychotherapy, hypnosis, behavior modification, stress reduction therapy, psychodrama, or play therapy.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Counsel individuals, groups, or families to help them understand problems, deal with crisis situations, define goals, and develop realistic action plans.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 22% | +1.5 |
Interact with clients to assist them in gaining insight, defining goals, and planning action to achieve effective personal, social, educational, or vocational development and adjustment.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Collect information about individuals or clients, using interviews, case histories, observational techniques, and other assessment methods.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Write reports on clients and maintain required paperwork.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 55% | +3.3 |
Conduct assessments of patients' risk for harm to self or others.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 12% | +0.6 |
Identify psychological, emotional, or behavioral issues and diagnose disorders, using information obtained from interviews, tests, records, or reference materials.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. | 48% | 28% | +13.4 |
| Total | 100% | 28% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- psychological counselling methods
- school psychology
- developmental psychology
- crisis intervention
- adolescent psychological development
- psychology
- consult student's support system
- monitor student's behaviour
- liaise with educational support staff
- apply crisis intervention
Sources for this job· O*NET 19-3033.00· ESCO/ISCO 2634