Customer service representative
Answers customers' routine questions about products and services using basic or scripted information, and may handle general complaints.
Will AI replace customer service representative jobs?
AI changes jobs more often than it replaces them. How much AI can help with this work: High. More AI overlap than 99 in 100 jobs. AI can help with many tasks. The job is changing fast, and people who use AI well will lead it. 70% of this job’s working time is already spent on tasks people bring to AI at work (Anthropic Economic Index). Based on Microsoft research on real AI use at work, matched to the tasks of each job in O*NET.
What AI already helps with
- Pass unsolved customer complaints to the right department
- Keep records of customer contacts, including questions, complaints, and actions taken
- Contact customers to answer questions or share claim results and changes
What stays human
- Work out charges for services, collect deposits or payments, or arrange billing
- Check that the right changes were made to fix customers' problems
- Fill out contract forms, update addresses, or end services using computers
10-year outlook · USA
Expected change in the number of these jobs by 2035: -5.3%. Typical pay: $44,770 a year. US Bureau of Labor Statistics. German figures differ, but the direction is usually similar.
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