A task performed by Customer Service Representatives
Refer unresolved customer grievances to designated departments for further investigation.
Probably not worth it. Both worker desire (2.7/5) and AI capability (3/5) are on the low side. It sits in the Low Priority zone.
How much the people who do this task want AI to take it over (avg of 10 workers).
How capable experts rate current AI at this task (avg of 2 experts).
How much human involvement should stay?
The Human Agency Scale (H1–H5) captures how much human direction workers think this task should keep.
Why workers feel the way they do
- It's repetitive30%
- It's stressful20%
- It's difficult20%
- Frees up time for higher-value work10%
- Reduces human error10%
- Helps handle larger scale10%
How to automate this
Low priority to automate, but here is the gist if you want to try.
Routine communication
Template the repeatable parts, keep the human touch where it counts.
- 1Use saved replies and templates for common messages.
- 2Auto-route and auto-respond to routine requests with rules.
- 3Draft with AI, then review and send it yourself.
Tools that can help
Know a better way, or spot an error?
Share how you automate this in real life, or correct the data. Reviewed before publishing.
This is 1 of 11 tasks studied for Customer Service Representatives, where workers want 27% of tasks automated.
Other Low Priority tasks
- Submit project deliverables, ensuring adherence to quality standards.Information Technology Project Managers
- Review and approve all systems charts and programs prior to their implementation.Computer and Information Systems Managers
- Analyze information processing or computation needs and plan and design computer systems, using techniques su…Computer Systems Analysts
- Review documents, such as production schedules, work orders, or staffing tables, to determine personnel or ma…Production, Planning, and Expediting Clerks
- Prepare study-related documentation, such as protocol worksheets, procedural manuals, adverse event reports,…Clinical Research Coordinators
- Develop and manage work breakdown structure (WBS) of information technology projects.Information Technology Project Managers