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?
Radiologist
31%
#39 / 623
View rankingRadiologist
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 |
|---|---|---|---|
Prepare comprehensive interpretive reports of findings.EstimateNo public source provides a precise figure. This is our estimate. | 12% | 55% | +6.6 |
Perform or interpret the outcomes of diagnostic imaging procedures including magnetic resonance imaging (MRI), computer tomography (CT), positron emission tomography (PET), nuclear cardiology treadmill studies, mammography, or ultrasound.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Review or transmit images and information using picture archiving or communications systems.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Obtain patients' histories from electronic records, patient interviews, dictated reports, or by communicating with referring clinicians.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 12% | +1.3 |
Document the performance, interpretation, or outcomes of all procedures performed.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 55% | +4.4 |
Communicate examination results or diagnostic information to referring physicians, patients, or families.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 12% | +0.8 |
Develop or monitor procedures to ensure adequate quality control of images.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Confer with medical professionals regarding image-based diagnoses.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 27% | 28% | +7.6 |
| Total | 100% | 31% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- manage research data
- operate open source software
- demonstrate disciplinary expertise
- think abstractly
- manage personal professional development
- perform project management
- synthesise information
- develop own practices continuously
- conduct project management
- manage projects
Sources for this job· O*NET 29-1224.00· ESCO/ISCO 2212