Automatable

A task performed by Customer Service Representatives

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Red LightAI can do it · workers don't want it

Technically, much of it, experts rate AI capability 4/5, but workers don't want it automated (desire 2.7/5). It's an Automation Red Light: proceed with care.

Worker desire to automate2.7/5

How much the people who do this task want AI to take it over (avg of 10 workers).

AI capability today4.0/5

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.

H3Equal human–AI partnership

Why workers feel the way they do

  • It's repetitive50%
  • Helps handle larger scale20%
  • Frees up time for higher-value work10%
  • It's stressful10%
  • Reduces human error10%
  • It's difficult10%

How to automate this

Doable with technology, but keep a person clearly in charge.

Routine communication

Template the repeatable parts, keep the human touch where it counts.

  1. 1Use saved replies and templates for common messages.
  2. 2Auto-route and auto-respond to routine requests with rules.
  3. 3Draft with AI, then review and send it yourself.

Tools that can help

Email templatesHelp-desk autorespondersAI drafting assistant

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.

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