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?
Recruiter
31%
#40 / 623
View rankingRecruiter
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 |
|---|---|---|---|
Review and evaluate applicant qualifications or eligibility for specified licensing, according to established guidelines and designated licensing codes.EstimateNo public source provides a precise figure. This is our estimate. | 11% | 28% | +3.1 |
Review employment applications and job orders to match applicants with job requirements.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 28% | +2.8 |
Interpret and explain human resources policies, procedures, laws, standards, or regulations.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Hire employees and process hiring-related paperwork.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Prepare or maintain employment records related to events, such as hiring, termination, leaves, transfers, or promotions, using human resources management system software.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 55% | +3.3 |
Select qualified job applicants or refer them to managers, making hiring recommendations when appropriate.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Advise management on organizing, preparing, or implementing recruiting or retention programs.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 28% | +1.4 |
Perform searches for qualified job candidates, using sources such as computer databases, networking, Internet recruiting resources, media advertisements, job fairs, recruiting firms, or employee referrals.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 48% | +2.4 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 42% | 28% | +11.8 |
| Total | 100% | 31% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- labour legislation
- job market offers
- employment law
- human resource management
- company policies
- maintain relationship with customers
- recruit employees
- carry out recruiting services
- interview people
- identify customer's needs
Sources for this job· O*NET 13-1071.00· ESCO/ISCO 2423