Customer Service Representatives
Office and Administrative Support Occupations- O*NET-SOC コード
- 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.
- データ出典: BLS公表時点: 2026-08
非常に高い· 相対
低い4段階の相対区分非常に高い職業群単位の値
尺度・母数・出典
4段階の相対区分（低い / 中程度 / 高い / 非常に高い）
BLS雇用見通し表の詳細職業831件が母数。値は NEM(全国雇用マトリクス)コード単位で付与されるため、同じ NEM コードの職業は同じバンドになります
- データ出典: Anthropic公表時点: 2026-03
0.701
0.000ここに掲載された値の範囲0.745尺度・母数・出典
観測エクスポージャー指数、公開されたまま0–1
O*NETタスクへの対応づけが基準
SOC 2018の職業単位で公表された値で、同じSOC 2018コードを持つO*NET職業はすべてこの値になります
- データ出典: ILO公表時点: 2025
0.58
0.09ここに掲載された値の範囲0.70職業群単位の値
尺度・母数・出典
生成AI露出度指数、公開されたまま0–1
ISCO-08の細分類（4桁）単位で公表された値です。米国労働統計局（BLS）の公式対応表（ISCO-08→2010 SOC、2010 SOC→2018 SOC）を公表どおり適用してこの職業に結び付けており、対応は全部または一部です
この出典がどのような性格の値か
BLSの区分は絶対水準ではなく相対順位であり、一次測定でもありません。複数の既存研究が付けた職業別パーセンタイル順位を4段階にまとめた値です。雇用や賃金の予測でもなく、導入確率でもなく、自動化と増強を区別しません。
Task-level exposure
露出のある作業のみ評価済みタスク 15 件 · β ≥ 0.5 のタスク 15 件（100.0%）
β = 直接的な露出（E1）+ 0.5 × ツール利用時の露出（E2）。原典リポジトリの定義に従います。
- 原典の単位：O*NET 27.2 のタスク → O*NET 31.0 の職業コード
- 評価済みタスクのうち 2 件は O*NET 31.0 のタスク一覧になく、O*NET 27.2 基準で公表されたスコアをそのまま残しています。
- 出典
- OpenAI "GPTs are GPTs" exposure rubric
- 版
- gh-main-0471612
- ライセンス
- MIT License, Copyright (c) 2024 OpenAI
| Task (O*NET 20.1) | Claude.aiRaw / share % |
|---|---|
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 | 0.030534.6 |
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.43-4051.00 | 0.025028.4 |
Review insurance policy terms to determine whether a particular loss is covered by insurance.43-4051.00 | 0.018921.4 |
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.43-4051.00 | 0.00738.3 |
Refer unresolved customer grievances to designated departments for further investigation.43-4051.00 | 0.00354.0 |
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.43-4051.00 | 0.00293.3 |
| Not observed on any surface — 9 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 |
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | —0 |
Determine charges for services requested, collect deposits or payments, or arrange for billing. | —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 |
Solicit sales of new or additional services or products. | —0 |
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims. | —0 |
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | —0 |
Order tests that could determine the causes of product malfunctions. | —0 |
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | —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
O*NET 31.0 のタスク全件（13件）
この職業の O*NET 31.0 のタスク全件（英語原文、種別はコア・補足）。露出値はこの一覧には載せず、上の表で各出典が用いた O*NET 版の文言の横にあります。
| タスク（O*NET 31.0） | 種類 |
|---|---|
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. | コア |
| Check to ensure that appropriate changes were made to resolve customers' problems. | コア |
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. | コア |
| Refer unresolved customer grievances to designated departments for further investigation. | コア |
| Determine charges for services requested, collect deposits or payments, or arrange for billing. | コア |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. | コア |
| 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. | コア |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. | 補足 |
| 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. | 補足 |
| Solicit sales of new or additional services or products. | 補足 |
| Review insurance policy terms to determine whether a particular loss is covered by insurance. | 補足 |
| Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. | 補足 |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. | 補足 |
0.00/ 3· ロボット露出指数
尺度・母数・出典
身体的なタスクそれぞれに、実際に導入・販売・実演されたロボットがこなせる環境に応じて 0–3 の等級を付け（0 不可 · 1 フェンスで囲われた機械セルや瓶詰めラインのようなロボット専用設備 · 2 病院の薬剤部やコンテナ港のような管理された施設 · 3 一般家庭や建設現場のような非定型の環境）、勤務時間に占める割合で平均した値
この職業の O*NET 29.3 タスクのうち身体的なタスクが対象
等級と時間の割合は Anthropic が Claude Opus 5（ウェブ検索）で推定しました（2026年時点）。
ロボット露出指数は、このサイトの AI 露出度とは別の指標であり、足し合わせたり比べたりすることはできません。実際の導入やコスト競争力を示すものではなく、0 には身体的なタスクのない職業も含まれます。
身体的なタスクごとの等級
この職業の O*NET 29.3 タスクのうち、身体的なタスクに分類されたものはありません。
職業情報
雇用見通し（BLS）
- 雇用者数、2025
- 2.7M
- 雇用者数見通し、2035
- 2.5M
- 変化率 (2025–35)
- -5.3%
- 年間賃金の中央値、2025
- $44,770
- 入職時に通常必要な学歴
- High school diploma or equivalent
韓国職業分類との対応（KSCO）
AI Changing Work が作成した Korea Occupation Direct Crosswalk v1.1 現行版の対応です。関係の値は O*NET-SOC 職業の側から読みます。
| KSCO コード | KSCO 名称 | 関係 | 状態 |
|---|---|---|---|
| 36202 | 전화 상담원 | この職業のほうが広い | 確定 |
| 36203 | 방문 고객 상담원 | この職業のほうが広い | 確定 |
| 36209 | 그 외 고객 상담 사무원 | この職業のほうが広い | 確定 |
| 36129 | 그 외 안내‧접수원 및 전화교환원 | 関連（対応ではない） | 確定 |
関係と状態の定義(kr-direct v1.1)
ILO（国際労働機関）の職業説明
以下のISCO-08職業群は、AI Changing Workが米国労働統計局（BLS）の発行するクロスウォーク（2018 SOC→2010 SOC、2010 SOC→ISCO-08）を個別の選択なしにそのまま適用して、この職業に結び付けたものです。結び付きは全体的な対応の場合も部分的な対応の場合もあります。
- ISCO-08 4222Contact Centre Information Clerks
コールセンター案内係
出典: 総務省「国際標準職業分類（ISCO）2008年改定版（仮訳）分類項目名一覧（和英対照）」— 原著：ILO ISCO-08 © International Labour Organization（日本語訳は総務省がILOの許可を得て作成）
以下の定義・作業・職業例は、この職業ではなく、当該ISCO-08職業群についてのILOによる説明です。
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.
作業
- (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.
職業例
Customer contact centre information clerk
Sources: ILO ISCO-08 — details: Credits
ESCO 職業語彙
以下の各項目は、公開されているESCO-O*NET Crosswalk（バージョン1、2022年）で、この職業と一つずつ対応付けられたものです。対応の種類はそのクロスウォークによるもので、表現はAI Changing Workによるものです。
- customer service representativeESCO 4225.1範囲が同じ
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 4222.1重なるが同じではない
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 4222.1.1重なるが同じではない
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 5112.2重なるが同じではない
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.
出典: European Commission, DG EMPL — ESCO API 2026-08-08 (bridge v1.2.1)
ライセンス: CC BY 4.0 (EU Reuse Notice)
ESCO reuse terms and the modification notice are in Credits.
フランス職業分類との対応（ROME）
この職業と ROME 4.0 の職業票（fiche）との対応で、AI Changing Work が AI モデルを用いて判定したものです。関係はこの職業の側から読みます。「暫定」と表示した対応は、同じモデル系列（Claude）の二人の判定者による判定のみ、またはその判定に運営者の規則を適用して採用したものであり、確定した対応より根拠が弱くなります。
| ROME コード | ROME 名称（フランス語） | 関係 |
|---|---|---|
| C1212 | Conseiller / Conseillère à distance de banque | この職業のほうが広い |
| D1443 | Chargé / Chargée d'assistance | この職業のほうが広い |
| D1432 | Assistant / Assistante service clients | この職業のほうが広い暫定 |
| D1408 | Conseiller / Conseillère clientèle à distance | 重なるが同じではない暫定 |
| D1415 | Chargé / Chargée de relation client | 重なるが同じではない暫定 |
| E1111 | Game master | 関連（対応ではない）暫定 |
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)
スペイン職業分類との対応（CNO-11）
この職業と CNO-11 の職業との対応で、AI Changing Work が AI モデルを用いて判定したものです。関係はこの職業の側から読みます。
| CNO-11 コード | CNO-11 名称（スペイン語） | 関係 |
|---|---|---|
| 4411 | Empleados de información al usuario | この職業のほうが広い暫定 |
| 4424 | Teleoperadores | この職業のほうが広い暫定 |
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)
ドイツ職業分類との対応（KldB）
この職業と KldB の職業との対応で、AI Changing Work が AI モデルを用いて判定したものです。関係はこの職業の側から読みます。
| KldB コード | KldB 名称（ドイツ語） | 関係 |
|---|---|---|
| 71452 | Berufe in der Auskunft und Kundeninformation - fachlich ausgerichtete Tätigkeiten | この職業のほうが広い |
| 92122 | Berufe im Dialogmarketing - fachlich ausgerichtete Tätigkeiten | 重なるが同じではない |
| 71401 | Büro- und Sekretariatskräfte (ohne Spezialisierung) - Helfer-/Anlerntätigkeiten | 関連（対応ではない） |
| 62183 | Berufe im Verkauf (ohne Produktspezialisierung) (sonstige spezifische Tätigkeitsangabe) - komplexe Spezialistentätigkeiten | 関連（対応ではない）暫定 |
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)
日本職業分類との対応（JSCO）
この職業と JSCO の職業との対応で、AI Changing Work が AI モデルを用いて判定したものです。関係はこの職業の側から読みます。
| JSCO コード | JSCO 名称（日本語） | 関係 |
|---|---|---|
| 256 | 電話応接事務員 | この職業のほうが狭い暫定 |
| 259 | その他の一般事務従事者 | 関連（対応ではない）暫定 |
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)
この職業に関わる最近の変化
要約と関連の表示は AI Changing Work が作成・判断したものです。数値はリンク先の出典で確認してください。
直接関連 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.
[出典: EIG: AI and Young-Adult Jobs (March 2026)]関連 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.
[出典: Falk & Tsoukalas (2026), The AI Layoff Trap]関連 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.
[出典: Anthropic Economic Index (March 2026)]
このページのデータの出典・ライセンスと AI Changing Work による改変・翻訳の告知：クレジットと出典