Will AI replace Customer Service Representatives?
AI reaches most of this job’s work.
78/100
Very high exposure
More exposed to AI than 99% of US workers.
- AI already used in
- 54% of the work
- As AI tools mature: up to
- 91% of the work
What the job involves
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Where AI reaches the work
The job’s main tasks, heaviest first, by how far AI reaches them.
Already happening(6)
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
and 1 more
Within reach(5)
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- 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.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Out of reach(2)
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
Also called
Customer Service Agent · Customer Service Representative (CSR) · CSR · Customer Care Representative (CCR) · Customer Support Representative (Customer Support Rep) · Complaints Clerk · CCR · Customer Support Rep
Related jobs
What these numbers mean
The score is the share of this job’s work, weighted by how important and frequent each task is, that AI could do in half the time: tasks an AI model could do alone count in full, tasks that need software built on AI count half.
“AI already used” is the share of the work in tasks where people are recorded using AI today. “As AI tools mature” counts every task AI could halve, with or without extra software.
The percentile compares the score with every job’s, weighted by how many people in the US do each one. Exposure means AI could change how the work is done, not that the job goes away. These are estimates for the typical job, not predictions.
Sources
- O*NET 31.0 Database, U.S. Department of Labor, Employment and Training Administration
- GPTs are GPTs: Labor market impact potential of LLMs (task labels), Eloundou, Manning, Mishkin & Rock (2023), OpenAI and University of Pennsylvania
- Anthropic Economic Index: labor market impacts (task penetration), Anthropic
- Occupational Employment and Wage Statistics, May 2025 (national and metropolitan areas), U.S. Bureau of Labor Statistics