Customer Service Representatives vs Medical Secretaries and Administrative Assistants
Customer Service Representatives carries the higher exposed share at 66.1% against 63.7%, a gap of 2.3 points. The difference is driven by capability: a current system can simply produce more of the first job's work product than the second's. Release v2026.Q3.
| Occupation | Exposed | Assisted | Untouched | Capability | Friction | Median pay | Rank | Band |
|---|---|---|---|---|---|---|---|---|
| Customer Service Representatives | 66.1% | 23.6% | 10.3% | 0.90 | 0.27 | $44,770 | 13 | exposed |
| Medical Secretaries and Administrative Assistants | 63.7% | 19.3% | 17.0% | 0.83 | 0.25 | $45,930 | 22 | exposed |
What stands in the way, in each
Customer Service Representatives: the dominant friction is that it runs on knowledge of the organisation that a model cannot hold. Capability sits at 0.90 of 1 and friction at 0.27 of 1.
Medical Secretaries and Administrative Assistants: the dominant friction is that it runs on knowledge of the organisation that a model cannot hold. Capability sits at 0.83 of 1 and friction at 0.25 of 1.
Capability asks whether a generally available system can produce the work product at all. Friction asks what stops it finishing the job: physical work, being present, being accountable, unseen context, or the cost of checking the output. The rubric is here.
Read each in full
Exposure is not displacement. A higher score does not rank two jobs by how safe they are, and nothing here models adoption, employment or pay.