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Office & Administration · Updated Aug 2026

Customer Service Representatives

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

JVS 2.0.0-phase4b
AI Exposure
68/100
High

How much of this occupation’s work can be materially affected by current AI systems.

Replacement Risk
61/100
High

How likely exposure is to translate into reduced human demand.

Includes provisional estimates for AI adoption pressure and labour-market resilience. How this is measured

Evidence quality
Confidence83/100
Task coverage89%

Confidence reflects task coverage, mapping and capability-evidence quality, and how much of the score rests on provisional inputs.

Task-level evidence

What is driving the score?

Occupation scores are built from the task mix—not a single prediction about a job title.

JVS 2.0.0-phase4b
TaskImportanceAI impactExposure
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.High
70
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.High
59
Check to ensure that appropriate changes were made to resolve customers' problems.High
71
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.High
73
Determine charges for services requested, collect deposits or payments, or arrange for billing.High
74
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.High
70
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.High
69
Review insurance policy terms to determine whether a particular loss is covered by insurance.High
74
Refer unresolved customer grievances to designated departments for further investigation.High
74
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.Medium
74
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.Medium
37
Most exposed

Where AI can do more

Routine, digitized, and highly repeatable tasks face the greatest pressure.

  1. Determine charges for services requested, collect deposits or payments, or arrange for billing.74
  2. Review insurance policy terms to determine whether a particular loss is covered by insurance.74
  3. Refer unresolved customer grievances to designated departments for further investigation.74
  4. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.74
Hardest to automate

Where people still matter

These tasks score lowest on automation feasibility—physical presence, judgement, accountability and real-world variability all resist end-to-end automation.

  1. 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.01
  2. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.02
  3. Determine charges for services requested, collect deposits or payments, or arrange for billing.03
  4. Review insurance policy terms to determine whether a particular loss is covered by insurance.04
  5. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.05
Where else this work leads

Related occupations

Occupations O*NET links to this one. Relatedness reflects shared work, not a claim that these roles are safer.

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Beyond AI capability

Adoption and labour-market outlook

Structural factors are kept separate from raw capability so you can see what actually resists automation. Adoption pressure and labour-market resilience are still provisional models—25% of this occupation’s replacement-risk weight rests on them.

Human dependency56
Physical dependency41
Adoption pressure62
Labour-market resilience57
Methodology & sources

O*NET 30.3 occupational data interpreted through the JobsVsAI capability, automation and structural-constraint models.

Confidence83/100
CalculatedAug 21, 2026
Read methodology →