AI exposure: Customer Service Representatives
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Reading this score
computedCustomer Service Representatives sits in the top 1% of every occupation measured. 66.1% of what this job consists of, weighted by how important each task is to the role, is work current AI systems can produce with little standing in the way. Very few occupations score this high. The ones that do tend to share a trait: the output is a document, a calculation or a message, and nobody has to be in a particular room for it to count.
No single friction dominates this occupation. The strongest is context at 1.50 out of 3 and the weakest is embodiment at 0.12, which is a narrow spread. Where nothing structural stands in the way, exposure tracks capability almost directly, and capability is the thing that changes every quarter.
The most exposed thing this job does is Contact customers to respond to inquiries or to notify them of claim investigation results or..., at 93.3%. The least is Resolve customers' service or billing complaints by performing activities such as exchanging..., at 45.0%. A gap of 48.3% between two parts of the same job is the reason this index publishes at task level. An occupation-wide number would have hidden both.
Within office and administrative support occupations, this one is more exposed than most. The median across the 51 roles in the group is 54.6%, and only 5 of them score higher than this. Occupational families are not uniform, and the spread inside them is often wider than the gap between them.
What would move this score. Of 13 tasks, 13 are currently banded exposed, 0 assisted and 0 untouched. For that distribution to shift materially would take systems being given deeper access to the organisation's own records and history, which is already happening. The score is re-computed every quarter against a fresh capability reference, and the change is published rather than quietly applied.
Task by task
13 tasks, O*NET 31.0| Task | Exposed | Assisted | Untouched | Importance | Band |
|---|---|---|---|---|---|
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. | 93.3% | 6.7% | 0.0% | 4.22 | exposed |
| Refer unresolved customer grievances to designated departments for further investigation. | 86.7% | 13.3% | 0.0% | 4.07 | exposed |
| 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. | 80.0% | 20.0% | 0.0% | 4.67 | exposed |
| Review insurance policy terms to determine whether a particular loss is covered by insurance. | 80.0% | 20.0% | 0.0% | 4.05 | exposed |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | 80.0% | 20.0% | 0.0% | 3.16 | exposed |
| Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | 70.0% | 30.0% | 0.0% | 3.64 | exposed |
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. | 60.0% | 40.0% | 0.0% | 4.53 | exposed |
| Solicit sales of new or additional services or products. | 55.0% | 20.0% | 25.0% | 3.87 | exposed |
| Check to ensure that appropriate changes were made to resolve customers' problems. | 50.0% | 25.0% | 25.0% | 4.39 | exposed |
| 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. | 50.0% | 25.0% | 25.0% | 3.63 | exposed |
| Determine charges for services requested, collect deposits or payments, or arrange for billing. | 47.5% | 27.5% | 25.0% | 4.18 | exposed |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | 45.0% | 30.0% | 25.0% | 4.10 | exposed |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. | 45.0% | 30.0% | 25.0% | 4.19 | exposed |
Task text and importance ratings sourced from O*NET 31.0. Shares computed. The occupation score is the importance-weighted mean. 1 task(s) lacked a usable O*NET weight and are shown but excluded from the weighting.
Where the score comes from
judgedEvery task is scored through the standardised work activities it maps to. These are this occupation’s averages on the six rubric dimensions. Capability is what AI can do; the other five are what stands in the way.
| Dimension | Mean | Scale |
|---|---|---|
| Capability | 3.54 | 0-4 |
| Embodiment | 0.12 | 0-3 |
| Presence | 0.54 | 0-3 |
| Accountability | 0.92 | 0-3 |
| Context | 1.50 | 0-3 |
| Verification cost | 1.08 | 0-3 |
What this means in practice
Where most of a role's weighted task load is exposed, the work that survives is usually the part of the job nobody wrote into the job description: deciding what should be produced rather than producing it, and being answerable for the result. The tasks lowest on this page are a better guide to where to spend your time than any general advice about the future of work.
Occupations either side of this one
The four closest scores in the same occupational family, then the four closest anywhere in the index.
Read this carefully. Exposure is not displacement. A high score means current AI systems can produce this work, not that anyone will stop paying a person to do it. Adoption depends on economics, regulation and inertia that this index deliberately does not model. How the score is built.