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?
Warehouse operator
33%
#23 / 103
View rankingWarehouse operator
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 |
|---|---|---|---|
Record numbers of units handled or moved, using daily production sheets or work tickets.EstimateNo public source pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 18% | 28% | +5 |
Maintain equipment storage areas to ensure that inventory is protected.EstimateNo public source pins this saving. It is an estimate of the method. | 18% | 28% | +5 |
Read work orders or receive oral instructions to determine work assignments or material or equipment needs.EstimateNo public source pins this saving. It is an estimate of the method. | 15% | 28% | +4.2 |
Sort cargo before loading and unloading.EstimateNo public source pins this saving. It is an estimate of the method. | 14% | 28% | +3.9 |
Attach identifying tags to containers or mark them with identifying information.EstimateNo public source pins this saving. It is an estimate of the method. | 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 pins this saving. It is an estimate of the method. | 4% | 28% | +1.1 |
| Total | 100% | 33% |
Modelled week 100% · Public evidence 0% · Estimate 100% · Confidence: Low
Skills this job uses
- 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