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?
Translator
52%↓
#1 / 623
View rankingTranslator
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 |
|---|---|---|---|
Follow ethical codes that protect the confidentiality of information.EstimateNo public source provides a precise figure. This is our estimate. | 15% | 28% | +4.2 |
| Translate messages simultaneously or consecutively into specified languages, orally or by using hand signs, maintaining message content, context, and style as much as possible. | 14% | 72% | +10.1 |
| Listen to speakers' statements to determine meanings and to prepare translations, using electronic listening systems as necessary. | 11% | 72% | +7.9 |
Identify and resolve conflicts related to the meanings of words, concepts, practices, or behaviors.EstimateNo public source provides a precise figure. This is our estimate. | 10% | 28% | +2.8 |
| Check translations of technical terms and terminology to ensure that they are accurate and remain consistent throughout translation revisions. | 8% | 72% | +5.8 |
| Refer to reference materials, such as dictionaries, lexicons, encyclopedias, and computerized terminology banks, as needed to ensure translation accuracy. | 7% | 72% | +5 |
| Compile information on content and context of information to be translated and on intended audience. | 7% | 72% | +5 |
| Adapt translations to students' cognitive and grade levels, collaborating with educational team members as necessary. | 7% | 72% | +5 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 21% | 28% | +5.9 |
| Total | 100% | 52% |
Modelled workweek: 100% · Public evidence: 54% · Estimate: 46% · Confidence: Medium
Skills and activities
- translate texts
- interpret
- proofread translations
- information confidentiality
- spelling
- office software
- grammar
- speak different languages
- master language rules
- develop a translation strategy
Sources for this job· O*NET 27-3091.00· ESCO/ISCO 2643