Will AI Replace Customer Service Representatives?

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.

Complex problem-solving, strategic leadership, or high-empathy task requiring human judgment.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Routine cognitive or manual task with high vulnerability to automation.

Check to ensure that appropriate changes were made to resolve customers' problems.

Complex problem-solving, strategic leadership, or high-empathy task requiring human judgment.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Complex problem-solving, strategic leadership, or high-empathy task requiring human judgment.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Routine cognitive or manual task with high vulnerability to automation.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Routine cognitive or manual task with high vulnerability to automation.

Refer unresolved customer grievances to designated departments for further investigation.

Complex problem-solving, strategic leadership, or high-empathy task requiring human judgment.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complex problem-solving, strategic leadership, or high-empathy task requiring human judgment.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Semi-structured cognitive task involving analysis, inspection, or monitoring.

Solicit sales of new or additional services or products.

Semi-structured task combining routine and non-routine responsibilities.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Semi-structured task combining routine and non-routine responsibilities.

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.

Semi-structured cognitive task involving analysis, inspection, or monitoring.

Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Routine cognitive or manual task with high vulnerability to automation.