Customer Service Representatives
Also called: customer, service, call, center, support
Do you do this at work?
Answer each card — it takes about a minute.
Do you do this at work?
Talk 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
Swipe right for yes, left for not me. On a keyboard: → yes, ← not me, Z undo. +2 XP per answer.
How AI is changing customer service representatives work
3 of 7 main tasks for this job show up in real AI-use data, so we rate it Amber (some AI use) — 43% when main tasks are weighted. This shows where people already use AI, not whether the job will disappear. How we measure this.
Tasks in this job and recorded AI use
- Talk 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 (main task) — a lot of recorded AI use
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments (main task) — some recorded AI use
- Refer unresolved customer grievances to designated departments for further investigation (main task) — some recorded AI use
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken (main task) — no recorded AI use
- Check to make sure that appropriate changes were made to resolve customers' problems (main task) — no recorded AI use
- Determine charges for services requested, collect deposits or payments, or arrange for billing (main task) — no recorded AI use
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers (main task) — no recorded AI use
- Review insurance policy terms to determine whether a particular loss is covered by insurance — some recorded AI use
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills — some recorded AI use
- Solicit sales of new or additional services or products — no recorded AI use
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods — no recorded AI use
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes — no recorded AI use
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems — no recorded AI use
Tasks: O*NET 31.0. AI use: Anthropic Economic Index (exact or close text match).
Your first steps (guidance)
- Week 1: Open a free AI assistant and say hello. Follow our “Getting started with AI” guide. Ask it one simple question about your work.
- Week 2: Use AI on one task you do often. Try the prompt for: “Talk 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”. Try the prompt for: “Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments”.
- Weeks 3–4: Make it a habit. Use AI 3 times a week for 15 minutes. Always check facts, numbers and names yourself.
Tick your own tasks above to get a plan based on what you really do. New to AI? Read our beginner’s guide.
Questions about AI and customer service representatives
Will AI replace customer service representatives?
Our data can’t predict job losses, and we don’t try to. What it does show: 3 of the 7 main tasks for this job match tasks people already use AI for (Anthropic Economic Index), giving a Amber rating (some AI use). Using AI on a task is not the same as AI doing the whole job, and 8 of the 13 listed tasks show no recorded AI use yet.
Which customer tasks is AI used for most?
In the data, the most AI use among this job’s tasks is for: talk 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; review insurance policy terms to determine whether a particular loss is covered by insurance; resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Which customer tasks show little or no AI use?
For example: keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken; check to make sure that appropriate changes were made to resolve customers' problems; determine charges for services requested, collect deposits or payments, or arrange for billing. These are good places to keep building your own skills.
How does this job compare to others?
In Microsoft Research’s “Working with AI” study, this job’s AI applicability score is equal to or higher than 99% of the occupations they scored. That measures overlap with AI chat use, not risk of job loss.
How can a customer start learning AI?
Start small: open a free AI assistant, try it on one task you do often, and always check facts and numbers yourself. The plan on this page is guidance, not professional advice.