Customer Service Representatives

55%
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Comments (6)

Will "Customer Service Representatives" be replaced by AI & Robots?

Based on the 2013 study it's unclear if this occupation will be replaced by robots/AI. However, our poll suggests a much higher chance of automation: a 65% chance of automation within the next 2 decades.

Automation Risk Level

Robots are watching

or 55% probability of automation

Projected Growth

10%

by 2024

Median Annual Wage

$32,300

or $15.53 hourly

People Employed

2,707,040

as of 2016

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Least likely

How this compares with other jobs: 320 out of 706

Cast Your Vote




How likely do you think this occupation will be taken over by robots/AI within the next 20 years?

Job description

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

SOC Code: 43-4051

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Comments

Ramon G Valdez Jr (Highly likely) says
The Ai technology is already here and being used widely in the customer service space. When current company execs realize how flawless it is in the way it handles situations, all human CSR's will be having to look for another means of work. I was an happy & unhappy CSR for nearly 15 years and found a type of work that will not be replace by AI or any robot.
Oct 28, 2019 at 02:47 PM
MC Lacson (Small chance) says
Robots don't have empathetic skills.
Sep 25, 2019 at 02:24 AM
Sarah (No chance) says
We do need customer service representives to ask a question about a product for them via in-person, email or telephone. That's why robots shouldn't take this job away.
Jun 25, 2019 at 10:03 PM
Kurt says
googlebot phone call https://youtu.be/D5VN56jQMWM soon you won’t know the difference.
Aug 27, 2019 at 04:56 AM
Anon (Likely) says
The number of representatives required will probably be cut down drastically as automated phone systems improve. Furthermore, the main group that can't use automate systems efficiently are seniors, and 20 years from now most seniors will probably be a fair bit more tech savvy than those of today.
Jun 22, 2019 at 03:02 AM
Viktor says
Presidential hopeful Andrew Yang says call center employees are doomed. Please comment on that, if you're in the industry.
Apr 11, 2019 at 08:26 PM
Sir Prize (Likely) says
This is a comment. It depends on the complexity of the product and customer relations, but I think it is highly likely that the future of customer service will be automated.
Oct 17, 2019 at 10:43 PM
Matthew Watson says
I would say this job needs alot of judgement as many give false complaints or they have real problems. This job is about reporting and solving problems. However many tasks are repetitive so this job could go as well. Perhaps it could evolve
Mar 19, 2019 at 04:41 AM
Ramon G Valdez Jr says
AI technology will replace human involvement in the Customer service industry very soon. With algorithmic tech the AI will be able to respond to sense of happiness to hostility and will be able to respond sounding like a human being. Just take a listen to this AI clip from Google - https://youtu.be/D5VN56jQMWM
Oct 28, 2019 at 03:03 PM

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