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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Learn to work alongside AI and boost your productivity
AI Fundamentals Skill Track
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Double down on skills AI can't replicate
Customer Service Fundamentals
by Knowledge Accelerators
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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 tool fatigue is overwhelming contact center workers and hurting productivity
Customer experience workers are suffering from severe software fatigue as companies hastily deploy multiple disconnected AI tools. Mitel research shows this tech saturation is actively degrading agent performance rather than improving efficiency.
Executives Face Mounting Pressure to Cut Operational Costs Using AI
Corporate boards are aggressively pushing operational leaders to implement AI tools to slash overhead and boost productivity. This top-down mandate to reduce costs directly threatens traditional customer service and operational roles.
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The new enterprise AI system transitions from experimental features to handling day-to-day customer experience tasks. Marketing and CX professionals will now compete directly with automated agents for routine operational work.
Oracle inks massive deal to automate customer service for 30 million users
Latin American telecom giant Clay is deploying Oracle's AI to handle support for its massive subscriber base. The partnership represents a massive displacement of traditional call center volume to automated systems at an enterprise scale.
Last scored March 14, 2026 · Based on BLS employment data and O*NET task analysis