Community Sentiment
Do you agree?
Do you agree with the AI automation risk score calculated for this occupation?
AI Automation Index
Will AI Replace Customer Service Representatives?
Task-level automation exposure for Customer Service Representatives: 13 O*NET tasks scored against their work activities, plus the simulator.
E-E-A-T Verified
Developed & audited by Gini Loh Automation Exposure
64%
weighted task index
13 of 13 tasks scored
Median Salary
$44,770 / year
BLS OEWS, May 2025 — this exact occupation
Employment Level
Very High
2,595,750 people hold this job — size, not growth
Projected 2025–35
-5.3%
employment change
289,500 openings a year · BLS line item
Pay by state
BLS OEWS publishes 54 state estimates for this occupation. Each is its own survey estimate, not the national median adjusted for local prices.
$26,700 – $50,330
Highest medians
Washington $50,330
California $49,560
Massachusetts $49,120
Minnesota $48,800
District of Columbia $48,250
Lowest medians
Puerto Rico $26,700
Guam $30,350
Mississippi $36,380
Virgin Islands $37,140
Louisiana $37,330
State figures come from the 43-4051 row in the May 2025 state panel. States where the estimate was suppressed or too small to publish are absent.
What the score is made of
Each task is mapped to its work activities, scored for AI automation potential, and weighted by how important those activities are to the job. These are the components.
Automation potential 64%
Importance-weighted mean of the scored tasks. This is the headline index.
Physical work 0%
Share of weighted tasks in hands-on or machine-operating work activities.
Judgment & influence 33%
Share in analysis, decisions, teaching, directing, advising, or caring for others.
Routine administration 32%
Share in documenting, recording, and administrative activities.
Rewritten by O*NET 0%
Share of weighted tasks O*NET rewrote in a recent update. Reported, not folded into the score.
Consequence of error 7/100
Low
O*NET's own rating of how serious an uncorrectable mistake would be here — respondents, not us. Deliberately not in the index: the score measures what AI can do with the task content, and multiplying it by stakes would be our judgment dressed as data.
Constituent Task Mix
13 tasks for this occupation, weighted by work-activity importance. Shares below are of total task weight, not task count.
High exposure (≥ 60% of the task is automatable) 52%
7 tasks
Medium exposure (≥ 35%) 48%
6 tasks
Low exposure (below 35%) 0%
0 tasks
How would you survive?
Move your week away from the high-exposure tasks and toward the ones that need judgment. The simulator recalculates the index as you shift the mix.
Simulate Upskilling →Constituent Tasks
#18565 · Core · 50% automatable
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.
interpersonal — Customer dialogue needs live presence and adaptation
Discuss goods or services information with customers or patrons.
#2578 · Core · 80% automatable
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
data analysis — Maintain financial records; human reconciles exceptions
Maintain financial or account records.
#2580 · Core · 55% automatable
Check to ensure that appropriate changes were made to resolve customers' problems.
interpersonal — Drafting responses easy; live de-escalation is human
Respond to customer problems or complaints.
#2581 · Core · 70% automatable
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
text generation — Routine customer notifications largely automatable
Provide notifications to customers or patrons.
#2583 · Core · 59% automatable
Determine charges for services requested, collect deposits or payments, or arrange for billing.
data analysis — Cost calculation from structured inputs
Calculate costs of goods or services. Collect deposits, payments or fees.
#2584 · Core · 68% automatable
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
text generation — Compliance docs drafted; human owns regulatory accuracy
Prepare documentation for contracts, transactions, or regulatory compliance.
#2582 · Core · 70% automatable
Refer unresolved customer grievances to designated departments for further investigation.
decision support — Routing referrals from criteria; human confirms fit
Refer customers to appropriate personnel.
#2579 · Supplemental · 55% automatable
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
interpersonal — Drafting responses easy; live de-escalation is human
Respond to customer problems or complaints. Execute sales or other financial transactions.
#2587 · Supplemental · 72% automatable
Review insurance policy terms to determine whether a particular loss is covered by insurance.
information retrieval — Extracts and checks insurance data against criteria
Review customer insurance information.
#2586 · Supplemental · 55% automatable
Solicit sales of new or additional services or products.
text generation — Promotional materials drafted; human executes outreach
Promote products, services, or programs.
#2589 · Supplemental · 78% automatable
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
data analysis — Transactional data verification is rule-based and reliable
Verify accuracy of financial or transactional data. Process customer bills or payments.
#2585 · Supplemental · 55% automatable
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.
interpersonal — Drafting responses easy; live de-escalation is human
Respond to customer problems or complaints.
#2591 · Supplemental · 60% automatable
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
decision support — Suggests methods; physical constraints need human check
Recommend packing or shipping methods.
Embed this calculator on your site ↓
Bloggers & authors: Embed this interactive calculator directly in your articles or comparison guides. It loads dynamically via a responsive iframe (auto-resizing to prevent double scrollbars) and provides a direct, high-value tool for your audience.
<div class="giniloh-calculator-embed" data-calculator="customer-service-representatives"></div>
<script src="https://giniloh.com/embed.js" async></script> Method
How this was scored
- 1. Tasks. O*NET task statements for this occupation, from a release whose newest record is dated 08/2026.
- 2. Work activities. Each task maps to 1–5 Detailed Work Activities; each activity belongs to one of 41 Generalized Work Activities that O*NET rates for importance (1–5) in this occupation.
- 3. Automation potential. Every work activity carries one score for how far current AI can perform it end-to-end. Tasks inherit the mean of their activities.
- 4. Weighting. Task weight = 0.35 + 0.65 × (importance − 1)/4, scaled by how often the task is performed and by 0.7 for Supplemental tasks. Importance is the task's own O*NET rating where it exists (18,369 of 18,838 tasks); the rest inherit their work activities' importance. The index is the weighted mean.
Check: across the 910 occupations where O*NET also rates how far machine speed sets the pace, this index moves opposite to it (Spearman ρ = -0.49). The more a job is paced by equipment, the less of its task content AI can address — the relationship you would expect if the scoring is working.
Sources · O*NET 31.0 (task records to 08/2026) · BLS OEWS May 2025 · BLS projections 2025-2035 · rubric v2.1 · tasks for O*NET, not a forecast
See the full method →Related Article
Best AI Proof Jobs in a Changing Market
Worried robots are coming for your paycheck? You’re not alone—but the real story is far more hopeful. This guide cuts through the scare headlines to reveal exactly where smart, sustainable career opportunities exist right now. We’ve curated a list of true ai proof jobs—roles in healthcare, skilled trades, and cybersecurity that not only survive automation but thrive because of human judgment and empathy. You’ll get specific, money-making data on projected growth (the BLS says wind turbine technicians, for instance, will grow 44% by 2032), real salary ranges from active job listings, and a simple self-assessment quiz to identify your own most resilient path. Plus, we name companies hiring today and the niche job boards they use. Stop worrying and start planning—your secure career is closer than you think.
Read Article ->