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?
Truck driver
27%
#73 / 103
View rankingTruck driver
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 |
|---|---|---|---|
Maintain logs of working hours or of vehicle service or repair status, following applicable state and federal regulations.EstimateNo public source pins this saving. It is an estimate of the method. | 6% | 12% | +0.7 |
Operate equipment, such as truck cab computers, CB radios, phones, or global positioning systems (GPS) equipment to exchange necessary information with bases, supervisors, or other drivers.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 22% | +1.1 |
Check vehicles to ensure that mechanical, safety, and emergency equipment is in good working order.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Follow appropriate safety procedures for transporting dangerous goods.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Drive trucks with capacities greater than 13 tons, including tractor-trailer combinations, to transport and deliver products, livestock, or other materials.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Maneuver trucks into loading or unloading positions, following signals from loading crew and checking that vehicle and loading equipment are properly positioned.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Inspect loads to ensure that cargo is secure.EstimateNo public source pins this saving. It is an estimate of the method. | 5% | 28% | +1.4 |
Read bills of lading to determine assignment details.EstimateNo public source pins this saving. It is an estimate of the method. | 4% | 28% | +1.1 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source pins this saving. It is an estimate of the method. | 60% | 28% | +16.8 |
| Total | 100% | 27% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- drive
- route
- load goods
- types of cargo
- road traffic laws
- road transport legislation
- mechanical components of vehicles
- vehicle cargo capacity
- control the performance of the vehicle
- read maps
Sources for this job· O*NET 53-3032.00· ESCO/ISCO 8332