Customer Service Representatives
Office and Administrative Support Occupations- O*NET-SOC code
- 43-4051.00
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.
- Data source: BLSPublished: 2026-08
Very high· relative
LowFour relative bandsVery highGroup-level value
Scale, basis and source
Four relative bands (Low / Moderate / High / Very high)
831 detailed occupations in the BLS Employment Projections table. Assigned per National Employment Matrix (NEM) code, so occupations sharing a NEM code carry the same band
- Data source: AnthropicPublished: 2026-03
0.701
0.000Range of values carried here0.745Scale, basis and source
Observed exposure index, 0–1 as published
Mapped onto O*NET tasks
Published per SOC 2018 occupation; every O*NET occupation with the same SOC 2018 code carries this value
- Data source: ILOPublished: 2025
0.58
0.09Range of values carried here0.70Group-level value
Scale, basis and source
Generative AI exposure index, 0–1 as published
Published per ISCO-08 unit group. Linked to this occupation, wholly or in part, by applying U.S. Bureau of Labor Statistics crosswalks (ISCO-08 to 2010 SOC, 2010 SOC to 2018 SOC) as published
What kind of figure this source publishes
The BLS category is a relative rank, not an absolute level, and it is not a first-hand measurement: it groups an occupation's percentile ranks across several published studies into four bands. It is not an employment or wage forecast, not a probability of adoption, and it does not separate automation from augmentation.
Task-level exposure
Exposed tasks only15 rated tasks · 15 tasks with β ≥ 0.5 (100.0%)
β = direct exposure (E1) + 0.5 × exposure when tools are available (E2), per the source repository's definition.
- Source unit: O*NET 27.2 tasks → O*NET 31.0 occupation code
- 2 rated tasks are not in the O*NET 31.0 task list; their scores are kept as published for O*NET 27.2.
- Source
- OpenAI "GPTs are GPTs" exposure rubric
- Release
- gh-main-0471612
- License
- MIT License, Copyright (c) 2024 OpenAI
| Task (O*NET 20.1) | Claude.aiRaw / share % | APIRaw / share % |
|---|---|---|
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.43-4051.00 | 0.029339.1 | 0.414758.2 |
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.43-4051.00 | 0.025834.4 | 0.222431.2 |
Review insurance policy terms to determine whether a particular loss is covered by insurance.43-4051.00 | 0.009112.1 | —0 |
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.43-4051.00 | 0.008311.1 | 0.04246.0 |
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.43-4051.00 | 0.00243.2 | 0.01051.5 |
Refer unresolved customer grievances to designated departments for further investigation. | —0 | 0.01111.6 |
Solicit sales of new or additional services or products. | —0 | 0.00891.2 |
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | —0 | 0.00270.4 |
| Not observed on any surface — 7 task(s) — These tasks have no row in the source for this release. The 0 in the share row is a display-stage composition ratio; absence is what the — in the raw row states. | ||
Check to ensure that appropriate changes were made to resolve customers' problems. | —0 | —0 |
Determine charges for services requested, collect deposits or payments, or arrange for billing. | —0 | —0 |
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. | —0 | —0 |
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims. | —0 | —0 |
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | —0 | —0 |
Order tests that could determine the causes of product malfunctions. | —0 | —0 |
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | —0 | —0 |
Values in this tab are predicted labels, not observations. Eloundou et al. (2023) published two rating regimes — human raters and GPT-4 — and the β shown here is derived from the GPT-4 rater basis alone; the same task can take a different value under the other regime. The unit and the meaning differ from the observed shares (%) in the other tabs, so do not place them on the same axis.
| Task (O*NET 27.2) | βE1 + 0.5 × E2 |
|---|---|
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.O*NET Task ID 2584 | 1.0 |
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.O*NET Task ID 2589 | 1.0 |
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.O*NET Task ID 2578 | 0.5 |
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.O*NET Task ID 2579 | 0.5 |
Check to ensure that appropriate changes were made to resolve customers' problems.O*NET Task ID 2580 | 0.5 |
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.O*NET Task ID 2581 | 0.5 |
Refer unresolved customer grievances to designated departments for further investigation.O*NET Task ID 2582 | 0.5 |
Determine charges for services requested, collect deposits or payments, or arrange for billing.O*NET Task ID 2583 | 0.5 |
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.O*NET Task ID 2585 | 0.5 |
Solicit sales of new or additional services or products.O*NET Task ID 2586 | 0.5 |
Review insurance policy terms to determine whether a particular loss is covered by insurance.O*NET Task ID 2587 | 0.5 |
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.O*NET Task ID 2588 | 0.5 |
Order tests that could determine the causes of product malfunctions.O*NET Task ID 2590 | 0.5 |
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.O*NET Task ID 2591 | 0.5 |
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.O*NET Task ID 18565 | 0.5 |
β = E1 + 0.5 × E2 · E1 = tasks where direct LLM access alone cuts time by at least 50%, E2 = tasks where software built on top of an LLM cuts time by at least 50%. Values take only 0 / 0.5 / 1.0.
Data sources & licenses — O*NET®, Anthropic Economic Index, Eloundou et al. (2023): see full notices on the Credits page
All O*NET 31.0 task statements (13)
All O*NET 31.0 task statements for this occupation (English, as published; task type core or supplemental). Exposure values are not listed here; they are in the table above, next to each task statement as worded in the O*NET version each source used.
| Task (O*NET 31.0) | Type |
|---|---|
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. | Core |
| Check to ensure that appropriate changes were made to resolve customers' problems. | Core |
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. | Core |
| Refer unresolved customer grievances to designated departments for further investigation. | Core |
| Determine charges for services requested, collect deposits or payments, or arrange for billing. | Core |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | Core |
| 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. | Core |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. | Supplemental |
| 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. | Supplemental |
| Solicit sales of new or additional services or products. | Supplemental |
| Review insurance policy terms to determine whether a particular loss is covered by insurance. | Supplemental |
| Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | Supplemental |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | Supplemental |
0.00/ 3· Robot exposure index
Scale, basis and source
Each physical task is graded 0–3 by the setting in which robots that have been deployed, sold or demonstrated could do it (0 none · 1 purpose-built robot settings such as a fenced machine cell or a bottling line · 2 structured facilities such as a hospital pharmacy or a container port · 3 unstructured settings such as a private home or a construction site), and the grades are averaged by share of working time
Physical tasks among this occupation's O*NET 29.3 tasks
Anthropic estimated the grades and time shares with Claude Opus 5 using web search, as of 2026.
The robot exposure index is a different measure from the AI exposure figures on this site and cannot be added to or compared with them. It does not measure actual adoption or cost, and 0 also covers occupations with no physical tasks.
Tier of each physical task
None of this occupation's O*NET 29.3 tasks is classified as a physical task.
Occupation information
Employment outlook (BLS)
- Employment, 2025
- 2.7M
- Projected employment, 2035
- 2.5M
- Change (2025–35)
- -5.3%
- Median annual wage, 2025
- $44,770
- Typical education needed for entry
- High school diploma or equivalent
Korea classification links (KSCO)
Links from the current release of the Korea Occupation Direct Crosswalk v1.1, made by AI Changing Work. Relation values are read from the O*NET-SOC occupation side.
| KSCO code | KSCO title | Relation | Status |
|---|---|---|---|
| 36202 | 전화 상담원 | This occupation is broader | confirmed |
| 36203 | 방문 고객 상담원 | This occupation is broader | confirmed |
| 36209 | 그 외 고객 상담 사무원 | This occupation is broader | confirmed |
| 36129 | 그 외 안내‧접수원 및 전화교환원 | Related, not a match | confirmed |
Relation and status definitions(kr-direct v1.1)
ILO occupational description
AI Changing Work links the ISCO-08 unit groups below to this occupation by applying the U.S. Bureau of Labor Statistics crosswalks (2018 SOC to 2010 SOC, 2010 SOC to ISCO-08) as published, without case-by-case selection; each link may be whole or partial.
- ISCO-08 4222Contact Centre Information Clerks
The definition, tasks and examples below are the ILO's description of that unit group, not of this occupation.
Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media, such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided.
Tasks
- (a) dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints;
- (b) identifying requirements and entering events into a computer system;
- (c) dispatching tasks to other units, when relevant;
- (d) invoicing or handling payments, where necessary;
- (e) sending letters, information sheets and other documents to clients;
- (f) advising clients of additional products or services.
Example occupations
Customer contact centre information clerk
Sources: ILO ISCO-08 — details: Credits
ESCO occupational vocabulary
Each entry below is matched to this occupation in the published ESCO-O*NET Crosswalk (version 1, 2022). The match types are that crosswalk's; the wording is AI Changing Work's.
- customer service representativeESCO 4225.1Same scope
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
- customer contact centre information clerkESCO 4222.1Overlapping, not the same
Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company's or oganisation's services, products and policies.
- live chat operatorESCO 4222.1.1Overlapping, not the same
Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
- railway passenger service agentESCO 5112.2Overlapping, not the same
Railway passenger service agents spend time with railway station customers, answer their questions and react quickly and safely to unexpected situations. They provide information, mobility assistance, and security in railway stations. They provide accurate and up to date information on train arrival and departure times, train connections, and help customers plan their travels.
Source: European Commission, DG EMPL — ESCO API 2026-08-08 (bridge v1.2.1)
License: CC BY 4.0 (EU Reuse Notice)
ESCO reuse terms and the modification notice are in Credits.
France classification links (ROME)
AI Changing Work's links between this occupation and ROME 4.0 job profiles, judged with AI models. Relations are read from this occupation's side. Links marked “provisional” were adopted on the judgments of two judges from the same model family (Claude) alone, or by an operator rule applied to their judgments, so they rest on weaker evidence than confirmed links.
| ROME code | ROME title (French) | Relation |
|---|---|---|
| C1212 | Conseiller / Conseillère à distance de banque | This occupation is broader |
| D1443 | Chargé / Chargée d'assistance | This occupation is broader |
| D1432 | Assistant / Assistante service clients | This occupation is broaderprovisional |
| D1408 | Conseiller / Conseillère clientèle à distance | Overlapping, not the sameprovisional |
| D1415 | Chargé / Chargée de relation client | Overlapping, not the sameprovisional |
| E1111 | Game master | Related, not a matchprovisional |
Source: France Travail — Répertoire Opérationnel des Métiers et des Emplois (ROME 4.0), version 61, last updated 15 June 2026 (https://www.data.gouv.fr/datasets/repertoire-operationnel-des-metiers-et-des-emplois-rome). Licence Ouverte 2.0.
ROME codes and titles are reproduced unchanged; the links to O*NET-SOC occupations are AI Changing Work's own judgment and are not a France Travail correspondence.
(AI Changing Work link release: fr-direct v1)
Spain classification links (CNO-11)
AI Changing Work's links between this occupation and CNO-11 occupations, judged with AI models. Relations are read from this occupation's side.
| CNO-11 code | CNO-11 title (Spanish) | Relation |
|---|---|---|
| 4411 | Empleados de información al usuario | This occupation is broaderprovisional |
| 4424 | Teleoperadores | This occupation is broaderprovisional |
Source: Instituto Nacional de Estadística (INE), National Classification of Occupations 2011 (CNO-11, Royal Decree 1591/2010) — www.ine.es · Licensed CC BY 4.0. CNO-11 codes and Spanish titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own judgment and are not an INE correspondence.
(AI Changing Work link release: es-direct v1)
Germany classification links (KldB)
AI Changing Work's links between this occupation and KldB occupations, judged with AI models. Relations are read from this occupation's side.
| KldB code | KldB title (German) | Relation |
|---|---|---|
| 71452 | Berufe in der Auskunft und Kundeninformation - fachlich ausgerichtete Tätigkeiten | This occupation is broader |
| 92122 | Berufe im Dialogmarketing - fachlich ausgerichtete Tätigkeiten | Overlapping, not the same |
| 71401 | Büro- und Sekretariatskräfte (ohne Spezialisierung) - Helfer-/Anlerntätigkeiten | Related, not a match |
| 62183 | Berufe im Verkauf (ohne Produktspezialisierung) (sonstige spezifische Tätigkeitsangabe) - komplexe Spezialistentätigkeiten | Related, not a matchprovisional |
Source: © Statistik der Bundesagentur für Arbeit — Klassifikation der Berufe 2010 – überarbeitete Fassung 2020, https://statistik.arbeitsagentur.de. KldB codes and titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own mapping (eigene Zuordnung) and are not a Bundesagentur für Arbeit correspondence.
(AI Changing Work link release: de-direct v1)
Japan classification links (JSCO)
AI Changing Work's links between this occupation and JSCO occupations, judged with AI models. Relations are read from this occupation's side.
| JSCO code | JSCO title (Japanese) | Relation |
|---|---|---|
| 256 | 電話応接事務員 | This occupation is narrowerprovisional |
| 259 | その他の一般事務従事者 | Related, not a matchprovisional |
Source: Ministry of Internal Affairs and Communications (MIC), Japan Standard Occupational Classification (Dec. 2009, MIC Notification No. 555). JSCO codes and Japanese titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own judgment and are not a MIC correspondence.
(AI Changing Work link release: jp-direct v1)
Recent Changes Related to This Occupation
Summaries and relation labels are AI Changing Work's own; check any figures against the linked source.
Directly related EIG (Mar 2026): call center workers (customer service representatives) made up only 2.7% of employed 22-25 year-olds in 2018-2021, too few to drive the broad weakness in the youth labor market.
[Source: EIG: AI and Young-Adult Jobs (March 2026)]Related Falk & Tsoukalas (University of Pennsylvania and Boston University, Mar 2026), The AI Layoff Trap: each firm keeps the full cost saving from automation but bears only part of the demand it destroys, so competing firms over-automate beyond the collectively efficient level. The authors name customer support, where thousands of firms are replacing agents with agentic AI, as a setting where this is already under way.
[Source: Falk & Tsoukalas (2026), The AI Layoff Trap]Related Anthropic Economic Index report (Mar 2026): as Claude.ai use diversified, the average task moved slightly toward lower-wage work: the average US hourly wage of tasks done on Claude.ai fell from $49.3 to $47.9. Customer service tasks are prevalent in automated API workflows, which gives Customer Service Representatives a higher observed exposure. Users of 6+ months had a 10% higher conversation success rate.
[Source: Anthropic Economic Index (March 2026)]
Sources, licenses and AI Changing Work's modification and translation notices for this page: Credits & sources