Customer Service Representatives
Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
How AI Impacts Each Task
15 tasks analyzed
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.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Order tests that could determine the causes of product malfunctions.
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.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
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.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
| Task | AI Capability | Risk | Time % | |
|---|---|---|---|---|
| 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. | 40.4Observed | 31.2% | 25% | |
| Check to ensure that appropriate changes were made to resolve customers' problems. | 90Estimated | 85.2% | 10% | |
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. | 43.73Observed | 66.7% | 15% | |
| Refer unresolved customer grievances to designated departments for further investigation. | 36.8Observed | 63.9% | 5% | |
| Determine charges for services requested, collect deposits or payments, or arrange for billing. | 92Estimated | 86.0% | 5% | |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. | 43.95Observed | 32.6% | 10% | |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | 37.5Observed | 64.2% | 5% | |
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. | 40.48Observed | 31.2% | 5% | |
| Solicit sales of new or additional services or products. | 41.57Observed | 31.6% | 4% | |
| Order tests that could determine the causes of product malfunctions. | 77Estimated | 80.0% | 2% | |
| 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. | 65Estimated | 53.0% | 4% | |
| Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims. | 40Estimated | 43.0% | 2% | |
| Review insurance policy terms to determine whether a particular loss is covered by insurance. | 54.67Observed | 71.1% | 3% | |
| Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | 95Estimated | 87.2% | 3% | |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | 65Estimated | 53.0% | 2% |
Skill Impact Analysis
AI-Vulnerable Skills (6)
High reliance on Reading Comprehension is a risk area. Consider developing complementary AI-resistant skills to maintain value.
High reliance on Information Ordering is a risk area. Consider developing complementary AI-resistant skills to maintain value.
Mathematics is AI-vulnerable but has moderate importance in this role. AI tools may handle this; focus on higher-value skills.
Memorization is AI-vulnerable but has moderate importance in this role. AI tools may handle this; focus on higher-value skills.
Mathematics is AI-vulnerable but has moderate importance in this role. AI tools may handle this; focus on higher-value skills.
Programming is AI-vulnerable but has moderate importance in this role. AI tools may handle this; focus on higher-value skills.
AI-Resistant Skills (11)
Adaptability/Flexibility is AI-resistant — strengthening this skill provides durable career protection.
Service Orientation is AI-resistant — strengthening this skill provides durable career protection.
Persuasion is AI-resistant — strengthening this skill provides durable career protection.
Leadership is AI-resistant — strengthening this skill provides durable career protection.
Social Perceptiveness is AI-resistant — strengthening this skill provides durable career protection.
Complex Problem Solving is AI-resistant — strengthening this skill provides durable career protection.
Coordination is AI-resistant — strengthening this skill provides durable career protection.
Negotiation is AI-resistant — strengthening this skill provides durable career protection.
Recommended Courses
Courses matched to Customer Service Representatives skill gaps, ranked by relevance to your displacement risk profile.
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Upskill to Reduce Risk
Courses addressing your most AI-vulnerable skills
SQL Fundamentals Skill Track
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AI Fundamentals Skill Track
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Double down on skills AI can't replicate
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Risk reduction and salary impact are estimates based on skill gap analysis, course relevance, and labor market data. Actual results vary by individual circumstance.
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Score History
Risk score over 2 scoring runs
overall change
Education & Training
Percentage of workers at each education and training level
Education Level
Prior Experience Needed
Work experience required to enter this job
Training Provided After Hiring
How long it typically takes to learn on the job
Related News
Recent articles about AI affecting this occupation
AI Agents Can Now Operate Salesforce Without Human Users
The CRM giant is enabling third-party AI agents to update records and manage workflows entirely in the background. This removes the need for human data entry clerks to manually navigate the software interface.
Uber's shift to AI voice bookings threatens customer service roles
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AI Customer Service Tools Target Frictionless Automation
Companies are deploying AI to instantly resolve customer service requests and eliminate friction across channels. This shift threatens traditional tier-one support roles as automated systems increasingly handle routine inquiries without human intervention.
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce is actively hiring 1,000 new graduates to fuel its artificial intelligence initiatives, directly countering fears that AI will destroy entry-level roles. Meanwhile, a Gartner survey reveals 85% of service leaders are expanding rather than cutting staff.
Amazon expands contact center platform with four agentic AI solutions
AWS is rebranding its flagship contact center software and introducing a suite of four agentic AI solutions for customer engagement. The expansion signals a major push to automate call center operations and customer service roles.
Last scored March 14, 2026 · Based on BLS employment data and O*NET task analysis