Customer Service Representatives
Office & Administrative SupportAI exposure
- Data source: BLSPublished: '26.08
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: '26.03
0.701
0.000Range of values carried here0.745Scale, basis and source
- Data source: ILOPublished: '25
0.58
0.09Range of values carried here0.70Group-level value
Scale, basis and source
Generative AI exposure index, 0–1 as published
ISCO-08 unit group — every occupation sharing the code gets this value
Computed by this site, not published by the ILO: of the 1,012 occupations this site links to the ILO dataset, 5% score at or above this value.
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 only| Task | Claude.aiRaw / share % | APIRaw / share % |
|---|---|---|
Review insurance policy terms to determine whether a particular loss is covered by insurance.43-4051 | 0.012328.4 | —0 |
Explain policies, procedures, or services to patients using medical or administrative knowledge.43-4051 | 0.008319.1 | 0.00421.0 |
Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.43-4051 | 0.005913.6 | 0.00220.5 |
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.43-4051 | 0.005011.5 | 0.061715.2 |
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.43-4051 | 0.004610.5 | 0.228656.5 |
Provide consultation or training to volunteers or staff on topics such as guest relations, patients' rights, and medical issues.43-4051 | 0.00378.6 | —0 |
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 | 0.00194.3 | 0.070817.5 |
Refer patients to appropriate health care services or resources.43-4051 | 0.00184.1 | —0 |
Refer unresolved customer grievances to designated departments for further investigation. | —0 | 0.01634.0 |
Solicit sales of new or additional services or products. | —0 | 0.00751.9 |
| Not observed on any surface — 13 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 |
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. | —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 |
Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care. | —0 | —0 |
Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field. | —0 | —0 |
Maintain knowledge of community services and resources available to patients. | —0 | —0 |
Analyze patients' abilities to pay to determine charges on a sliding scale. | —0 | —0 |
Teach patients to use home health care equipment. | —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 | 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 |
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
Occupation information
Recent Changes Affecting This Occupation
Jun 2026: Cited by ADP Research as an example of a high-AI-exposure occupation. Group-level payroll data shows employment in high-exposure occupations down 0.2% year over year overall and down 4.3% for workers aged 22-25 (33rd consecutive monthly decline). The percentages are for the high-exposure group, not for this occupation alone.
[Source: ADP Research, Canaries Dashboard (June 2026)]May 2026: Anthropic observed-exposure score: high (zero->observed gap small). High observed exposure due to simpler software pipelines and lower integration cost.
[Source: Anthropic Economic Research (Massenkoff & McCrory, 2026)]Apr 2026: NBER survey of 6,000 executives: 69% use AI but 90% report zero employment impact. Executives predict -0.7% employment decline over next 3 years.
[Source: NBER Working Paper 34836]