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?
Warehouse operator
33%
#24 / 623
View rankingWarehouse operator
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 |
|---|---|---|---|
Record numbers of units handled or moved, using daily production sheets or work tickets.EstimateNo public source provides a precise figure. This is our estimate. | 19% | 55% | +10.5 |
Move freight, stock, or other materials to and from storage or production areas, loading docks, delivery vehicles, ships, or containers, by hand or using trucks, tractors, or other equipment.EstimateNo public source provides a precise figure. This is our estimate. | 18% | 28% | +5 |
Maintain equipment storage areas to ensure that inventory is protected.EstimateNo public source provides a precise figure. This is our estimate. | 18% | 28% | +5 |
Read work orders or receive oral instructions to determine work assignments or material or equipment needs.EstimateNo public source provides a precise figure. This is our estimate. | 15% | 28% | +4.2 |
Sort cargo before loading and unloading.EstimateNo public source provides a precise figure. This is our estimate. | 14% | 28% | +3.9 |
Attach identifying tags to containers or mark them with identifying information.EstimateNo public source provides a precise figure. This is our estimate. | 12% | 28% | +3.4 |
Install protective devices, such as bracing, padding, or strapping, to prevent shifting or damage to items being transported.EstimateNo public source provides a precise figure. This is our estimate. | 4% | 28% | +1.1 |
| Total | 100% | 33% |
Modelled workweek: 100% · Public evidence: 0% · Estimate: 100% · Confidence: Low
Skills and activities
- products coding system
- operate warehouse record systems
- sort waste
- clean industrial containers
- maintain physical condition of warehouse
- receive goods
- assist in the movement of heavy loads
- stack goods
- use different communication channels
- monitor stock level
Sources for this job· O*NET 53-7062.00· ESCO/ISCO 9333