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How exposed to AI is a Customer Service Representative?

Of the 15 tasks O*NET lists for customer service representatives, 8 could be done in half the time with a chat window today. 3 cannot be sped up at all. Here is which.

Exposure means published research judged an AI could halve the time a task takes, at the same quality. It does not mean the task stops needing a person. How to read this

Also called
Account RepresentativeCall Center RepresentativeClient Services RepresentativeCustomer Care Representative (CCR)Customer Service AgentCustomer Service Representative (CSR)Customer Service SpecialistCustomer Support Representative (Customer Support Rep)Guest Service AgentMember Services Representative (Member Services Rep)
Reachable today Needs software built first Cannot be sped up
15
tasks rated for this occupation
14%
hold a degree, from a survey of 26
2787k
people do this job in the US
19 of 51
least protected in office and admin

Every task, and what AI can do with it

These are O*NET's task statements for this occupation, exactly as written, sorted into the three bands by the ratings behind this report. Nothing has been reworded.

Reachable with a chat window today

8
  • 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
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • Refer unresolved customer grievances to designated departments for further investigation
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Solicit sales of new or additional services or products
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems

Only with software built on top

4
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Order tests that could determine the causes of product malfunctions

Cannot be sped up

3
  • Review insurance policy terms to determine whether a particular loss is covered by insurance
  • Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
What this does not say

This is not a prediction about your job

Nobody surveyed an employer. Tasks are counted equally, so a percentage here is a share of the list rather than a share of your week. And the ratings were made in 2023, which makes every figure a floor rather than a ceiling.

It must never be used to select anyone for redundancy. The full limits are here.

Where to go next

This is the standard task list for the title. The useful next question is which of the tasks you actually do should go near AI, and which should not.

Sort your own tasks Read the full report

Exposure ratings from Eloundou, Manning, Mishkin and Rock, GPTs are GPTs: Labor market impact potential of LLMs, Science 384, 1306–1308, 2024, used under the MIT licence. This page includes information from the O*NET Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA. People Team AI has modified all or some of this information. USDOL/ETA has not approved, endorsed, or tested these modifications. Employment figures from the US Bureau of Labor Statistics.