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?
Radiologist
31%
#31 / 103
View rankingRadiologist
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 |
|---|---|---|---|
Prepare comprehensive interpretive reports of findings.EstimateNo public source pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Review or transmit images and information using picture archiving or communications systems.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Obtain patients' histories from electronic records, patient interviews, dictated reports, or by communicating with referring clinicians.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 12% | +1.3 |
Document the performance, interpretation, or outcomes of all procedures performed.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 55% | +4.4 |
Communicate examination results or diagnostic information to referring physicians, patients, or families.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 12% | +0.8 |
Develop or monitor procedures to ensure adequate quality control of images.EstimateNo public source pins this saving. It is an estimate of the method. | 7% | 28% | +2 |
Confer with medical professionals regarding image-based diagnoses.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. | 27% | 28% | +7.6 |
| Total | 100% | 31% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- 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