Can AI do the work of Customer Support Reps?

What AI does, and what stays with you

Task by task, from the work Customer Support Reps actually do. How we describe AI use in each task is our own read of it, not a measurement of whether AI can replace the job.

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

   AI does

   Summarizes and files the details

   You do

   Catch the missing context

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

   AI does

   Tracks status and flags gaps

   You do

   Make the judgment call

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

   AI does

   Drafts the update

   You do

   Read how they are really feeling

4. Refer unresolved customer grievances to designated departments for further investigation.

   AI does

   Flags patterns and routes them

   You do

   Decide what is serious

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

   AI does

   Suggests the resolution

   You do

   Decide when to make it right

   31% · Methodology: exposure-v1 · Analysis date: unavailable · Confidence: medium

6. 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.

   AI does

   Drafts first replies from the knowledge base

   You do

   Verify it fits the policy

   25% · Methodology: exposure-v1 · Analysis date: unavailable · Confidence: medium

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

   AI does

   Auto-fills form fields, flags missing info, and drafts standard records from customer data

   You do

   Confirm the customer's real intent and catch anything that doesn't fit the normal pattern

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

   AI does

   Looks up rates, calculates totals, flags payment errors, and drafts billing summaries

   You do

   Judge edge cases, calm upset customers, and approve exceptions

9. Solicit sales of new or additional services or products.

   AI does

   Suggests products to pitch, drafts upsell scripts, and flags customers likely to buy more

   You do

   Read the customer's mood and build real rapport in the moment

10. 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.

    AI does

    Pulls billing history, flags usage spikes, and cross-references weather data automatically

    You do

    Judge the full context and decide what's fair for the customer

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

    AI does

    Compares invoice data, flags mismatches, and drafts return invoice documents

    You do

    Verify real-world item condition and make final call on dispute outcomes

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

    AI does

    Scans customer feedback data and drafts ranked lists of improvement ideas

    You do

    Judge which fixes are realistic and advocate for them inside your company

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

    AI does

    Highlights relevant clauses and flags potential exclusions

    You do

    Weigh gray areas and make the call

    19% · Methodology: exposure-v1 · Analysis date: unavailable · Confidence: medium