AI exposure Office and administrative support
Will AI replace customer service representatives?
Customer Service Representatives, also called customer service reps. US occupation 43-4051.
The reading
70.1%
of the time customer service representatives spend on their work goes on tasks where AI is already being used to do that work.of customer service representatives' working hours go on tasks AI has already started taking off their plate.
Ranked 2 of 756 US occupations. More exposed than 99% of them.Further along than 99% of them.
Per cent of working time Square-law scale
Average US job 7.7%
One of the most exposed jobs in the country.Front of the queue for an AI assistant.
What AI already does for customer service representativesWhat customer service representatives no longer do alone
O*NET lists 13 tasks for customer service representatives. AI use at work shows up in 6 of them. Each score runs from 0.5, where every observed use helps a person with the task, to 1, where every use does the task outright.
- Refer unresolved customer grievances to designated departments for further investigation.Core task mostly automated 1.00
- Solicit sales of new or additional services or products. mostly automated 1.00
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Core task mostly automated 1.00
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.Core task mostly automated 0.99
- 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 task mostly automated 0.99
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. mostly automated 0.99
What it does not touch, yetWhat still needs a human
7 of the 13 tasks show no AI use at work in the data.
- Check to ensure that appropriate changes were made to resolve customers' problems.Core task
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.Core task
- Determine charges for services requested, collect deposits or payments, or arrange for billing.Core task
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- 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.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Show the other 1
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
How that compares
Among the 50 office and administrative support occupations, customer service representatives rank 1. The group averages 19.1%. The average US occupation sits at 7.7%.
What this does and does not mean
Exposure is observed use, not a forecast. Anthropic maps work conversations with Claude onto the tasks O*NET lists for each job and asks, of the tasks AI could speed up, which are actually being used for at work. A use that does the task outright counts in full and a use that assists a person counts half. The task scores are averaged into the occupation figure by the share of time spent on each task.
A high figure means AI is already part of how this work gets done. It does not mean anyone has been replaced. Anthropic's own reading of the labour market finds no systematic rise in unemployment among exposed workers so far, and about 14% fewer 22 to 25 year olds starting exposed jobs.No measurable rise in unemployment among exposed workers so far, and about 14% fewer 22 to 25 year olds starting these jobs. Gap years for everyone. Labor market impacts, 5 March 2026.
Task list and titles from O*NET 31.0 by the US Department of Labor, Employment and Training Administration, used under the CC BY 4.0 licence. Scores from the Anthropic Economic Index (CC BY). Checked 1 November 2026. How the ranking works.