Customer Service Representatives

55%

Vote

Comments (11)

Analysis

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

People Employed

2,919,230

as of 2019

Median Annual Wage

$34,710

or $16.69 hourly

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How this compares with other jobs: 320 out of 707

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

People Employed (US)

Median Annual Wage (US)

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

Dhiraj Temkar (Highly likely) says

Based on Recommendation ML models and various routing ML models. Its highly likely that these jobs can be automated in a sense of more repetitions, similarities in a solution of a problem to some other solution for some other problem and the availability of enormous data of employee logs on what actions were taken to solve a particular problem.

Jul 19, 2020 at 12:52 PM

CC (Highly likely) says

This will defiantly be automated in the next 20 years. I have worked in call centres for over 5 years. Listen to Google Duplex A.I. assistant.

Jul 04, 2020 at 07:28 PM

Tar (Small chance) says

I see my company struggling with automation of my work. Started a few years ago and we are still only at the beginning. It lasts long and helps only keep our workload on acceptable level, helps coping with increasing workload, preventing only very few repetitive task types.

May 10, 2020 at 12:03 PM

anon - CSR (Likely) says

I think it depends on the complexity of the products or services but I can see most of these jobs being automated

Mar 10, 2020 at 05:39 AM

Lori (Could go either way) says

I think us humans give Customer Service Industry a personal touch! People do not want to have to deal with a robot!

Mar 04, 2020 at 07:39 PM

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

Lori says

I think people want to talk to a person and the future will not be all robots. I think it will be predominately humans that we want to talk to.

Mar 04, 2020 at 07:41 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