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.
Get personalized recommendations. Answer a few questions about your experience and skills to get course suggestions tailored specifically to you.
Upskill to Reduce Risk
Courses addressing your most AI-vulnerable skills
SQL Fundamentals Skill Track
by DataCamp
Estimated Impact
AI-Augmentation Tools
Learn to work alongside AI and boost your productivity
AI Fundamentals Skill Track
by DataCamp
Estimated Impact
Strengthen Your Edge
Double down on skills AI can't replicate
Customer Service Fundamentals
by Knowledge Accelerators
Estimated Impact
We may earn a commission when you enroll through our links, at no extra cost to you. This helps fund the Takeover Tracker.
Risk reduction and salary impact are estimates based on skill gap analysis, course relevance, and labor market data. Actual results vary by individual circumstance.
Alternate Career Paths
See all transitionsAdvertising and Promotions Managers
31%Higher risk than 43% of other occupations
Bill and Account Collectors
40%Median salary: $46,040
Higher risk than 81% of other occupations
Cargo and Freight Agents
48%Median salary: $49,900
Higher risk than 96% of other occupations
Chief Executives
26%Higher risk than 23% of other occupations
Computer and Information Systems Managers
31%Higher risk than 45% of other occupations
Credit Checkers
49%Median salary: $49,130
Higher risk than 97% of other occupations
General and Operations Managers
28%Higher risk than 29% of other occupations
Hotel, Motel, and Resort Desk Clerks
41%Median salary: $34,270
Higher risk than 84% of other occupations
Interviewers, Except Eligibility and Loan
46%Median salary: $43,830
Higher risk than 92% of other occupations
License Clerks
51%Median salary: $47,700
Higher risk than 98% of other occupations
Marketing Managers
30%Higher risk than 38% of other occupations
Medical Records and Health Information Technicians
48%Higher risk than 96% of other occupations
New Accounts Clerks
45%Median salary: $46,610
Higher risk than 91% of other occupations
Receptionists and Information Clerks
41%Median salary: $37,230
Higher risk than 82% of other occupations
Reservation and Transportation Ticket Agents and Travel Clerks
46%Median salary: $41,460
Higher risk than 94% of other occupations
Sales Managers
25%Higher risk than 20% of other occupations
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
Stop relying on chatbots for customer care, UK service providers urged
Citizens Advice is demanding that essential service providers guarantee customers the right to talk to a human. The pushback highlights growing consumer frustration with companies replacing human support staff with automated AI agents.
Humans Still Matter to Insurance Consumers, Says Big ‘I’ Survey
A massive 87% of insurance consumers still prefer interacting with human agents over automated systems. This signals strong near-term job security for client-facing roles in the sector despite rapid AI adoption.
Autonomous AI Agents Begin Disrupting Digital Workflows
Autonomous bots now have the permissions to execute complex tasks online, leading to a surge in automated web traffic. This shift threatens to complicate digital marketing and customer service roles as human users get drowned out.
AI Fatigue Leads Brands to Rehire Human Customer Service Reps
Companies like Trade Coffee and Made In are bringing back traditional phone support as consumers grow frustrated with automated chatbots. This backlash is creating a renewed demand for human empathy and problem-solving in frontline service roles.
Last scored March 14, 2026 · Based on BLS employment data and O*NET task analysis