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?
QA tester
38%
#11 / 103
View rankingQA tester
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 |
|---|---|---|---|
Identify, analyze, and document problems with program function, output, online screen, or content.EstimateNo public source pins this saving. It is an estimate of the method. | 12% | 55% | +6.6 |
Document software defects, using a bug tracking system, and report defects to software developers.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 55% | +6.1 |
Install, maintain, or use software testing programs.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Monitor program performance to ensure efficient and problem-free operations.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Develop testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 48% | +2.9 |
Document test procedures to ensure replicability and compliance with standards.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 55% | +3.3 |
Create or maintain databases of known test defects.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 48% | +2.9 |
Provide feedback and recommendations to developers on software usability and functionality.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 28% | +1.7 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 39% | 28% | +10.9 |
| Total | 100% | 38% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- internal risk management policy
- ICT quality policy
- software anomalies
- levels of software testing
- quality standards
- quality assurance methodologies
- ICT process quality models
- set quality assurance objectives
- ensure continuous preparedness for audits
- comply with legal regulations
Sources for this job· O*NET 15-1253.00· ESCO/ISCO 2519