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?
Tax advisor
30%
#36 / 103
View rankingTax advisor
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 |
|---|---|---|---|
Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables.EstimateNo public source pins this saving. It is an estimate of the method. | 14% | 28% | +3.9 |
Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.EstimateNo public source pins this saving. It is an estimate of the method. | 13% | 28% | +3.6 |
Prepare or assist in preparing simple to complex tax returns for individuals or small businesses.EstimateNo public source pins this saving. It is an estimate of the method. | 11% | 28% | +3.1 |
Furnish taxpayers with sufficient information and advice to ensure correct tax form completion.EstimateNo public source pins this saving. It is an estimate of the method. | 10% | 28% | +2.8 |
Review financial records, such as income statements and documentation of expenditures to determine forms needed to prepare tax returns.EstimateNo public source pins this saving. It is an estimate of the method. | 9% | 55% | +5 |
Interview clients to obtain additional information on taxable income and deductible expenses and allowances.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 22% | +1.8 |
Explain federal and state tax laws to individuals and companies.EstimateNo public source pins this saving. It is an estimate of the method. | 8% | 28% | +2.2 |
Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures.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. | 20% | 28% | +5.6 |
| Total | 100% | 30% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- value-added tax law
- tax legislation
- inform on fiscal duties
- advise on tax planning
- inspect tax returns
- prepare tax returns forms
- calculate tax
- research taxation procedures
- interpret financial statements
- prepare financial statements
Sources for this job· O*NET 13-2082.00· ESCO/ISCO 2411