Customer Service Representatives
of tasks in the Customer Service Representatives role are ones AI can already do, per AI experts.
From a Stanford study where AI experts and customer service representatives workers rated each real task (O*NET). Not a guess from the job title.
Key statistics
Free to cite, with a link back to Automatable.
- AI can already do 91% of the 11 work tasks in the Customer Service Representatives role, according to AI experts in the Stanford WORKBank study (O*NET SOC 43-4051.00).
- Workers in the Customer Service Representatives role want about 27% of their tasks automated (Stanford WORKBank, 1,500 U.S. workers).
- 3 of 11 Customer Service Representatives tasks are Automation Green Light, wanted by workers and do-able by AI, that is 27% of the role (Stanford WORKBank).
- The typical Customer Service Representatives task scores 2.82/5 for worker desire to automate and 4.24/5 for AI capability today (Stanford WORKBank, 1-5 scale).
- The Customer Service Representatives role (O*NET SOC 43-4051.00) has a median U.S. wage of $45,380 and about 2,725,930 people employed (U.S. O*NET / BLS).
Top tasks to automate
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- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- 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.
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What workers told Stanford
Of the 11 tasks studied for Customer Service Representatives, 3 (27%) are in the Automation Green Light zone, AI can largely do them and workers want it. Across all tasks, workers want about 27% automated. The typical task scores 2.82/5 for worker desire and 4.24/5 for AI capability.
All 11 tasks, most-wanted first
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Green Lightwant 3.3 · AI 4.5Obtain 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.
Green Lightwant 3.3 · AI 4Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Green Lightwant 3.2 · AI 4.5Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Red Lightwant 2.9 · AI 4Review insurance policy terms to determine whether a particular loss is covered by insurance.
Red Lightwant 2.86 · AI 5Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Red Lightwant 2.8 · AI 4.5Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Red Lightwant 2.7 · AI 4.67Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Red Lightwant 2.7 · AI 4Refer unresolved customer grievances to designated departments for further investigation.
Low Prioritywant 2.7 · AI 3Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Red Lightwant 2.4 · AI 4Check to ensure that appropriate changes were made to resolve customers' problems.
Red Lightwant 2.2 · AI 4.5
Related occupations
Other Office and Administrative Support roles in the Stanford WORKBank study, closest AI-capability share first.
- Court, Municipal, and License ClerksAI can do 92% of tasks today · workers want 42% automated
- Bookkeeping, Accounting, and Auditing ClerksAI can do 93% of tasks today · workers want 64% automated
- Data Entry KeyersAI can do 83% of tasks today · workers want 100% automated
- Payroll and Timekeeping ClerksAI can do 100% of tasks today · workers want 92% automated
- Eligibility Interviewers, Government ProgramsAI can do 100% of tasks today · workers want 50% automated
- Proofreaders and Copy MarkersAI can do 100% of tasks today · workers want 0% automated
Lower-automation alternatives
Less of these jobs is automatable today: AI experts rate a smaller share of their tasks as doable than the 91% for Customer Service Representatives (Stanford WORKBank).