Customer Service Representatives
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