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?
Video producer
34%
#22 / 623
View rankingVideo producer
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 |
|---|---|---|---|
Write and edit news stories from information collected by reporters and other sources.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 55% | +5 |
Research production topics using the internet, video archives, and other informational sources.EstimateNo public source provides a precise figure. This is our estimate. | 9% | 48% | +4.3 |
Plan details such as framing, composition, camera movement, sound, and actor movement for each shot or scene.EstimateNo public source provides a precise figure. This is our estimate. | 8% | 28% | +2.2 |
Communicate to actors the approach, characterization, and movement needed for each scene in such a way that rehearsals and takes are minimized.EstimateNo public source provides a precise figure. This is our estimate. | 7% | 28% | +2 |
Compose and edit scripts or provide screenwriters with story outlines from which scripts can be written.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Cut and edit film or tape to integrate component parts into desired sequences.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Perform management activities, such as budgeting, scheduling, planning, and marketing.EstimateNo public source provides a precise figure. This is our estimate. | 6% | 28% | +1.7 |
Direct live broadcasts, films and recordings, or non-broadcast programming for public entertainment or education.EstimateNo public source provides a precise figure. This is our estimate. | 5% | 55% | +2.8 |
Other less frequent tasks (weight estimated from frequency).EstimateNo public source provides a precise figure. This is our estimate. | 44% | 28% | +12.3 |
| Total | 100% | 34% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- project management principles
- film production process
- accounting techniques
- audiovisual products
- copyright legislation
- work with motion picture editing team
- manage budgets
- consult with production director
- select scripts
- liaise with financiers
Sources for this job· O*NET 27-2012.00· ESCO/ISCO 2654