Customer Service Representatives

High Risk
76%

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Vote Comments (27)
AUTOMATION RISK
CALCULATED
79%
(High Risk)
POLLING
73%
(High Risk, Based on 561 votes)
Average: 76%
LABOR DEMAND
GROWTH
-5.0%
by year 2033
WAGES
$39,680
or $19.08 per hour
Volume
2,858,710
as of 2023
SUMMARY
What does this snowflake show?
The Snowflake is a visual summary of the five badges: Automation Risk (calculated), Risk (polled), Growth, Wages and Volume. It gives you an instant snapshot of an occupations profile. The colour of the Snowflake relates to its size. The better the occupation scores in relation to others, the larger and greener the Snowflake becomes.
JOB SCORE
2.5/10
What's this?
Job Score (higher is better):

We rate jobs using four factors. These are:

- Chance of being automated
- Job growth
- Wages
- Volume of available positions

These are some key things to think about when job hunting.

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Calculated automation risk

79% (High Risk)

High Risk (61-80%): Jobs in this category face a significant threat from automation, as many of their tasks can be easily automated using current or near-future technologies.

More information on what this score is, and how it is calculated is available here.

Some quite important qualities of the job are difficult to automate:

  • Social Perceptiveness

  • Persuasion

  • Negotiation

User poll

73% chance of full automation within the next two decades

Our visitors have voted that it's probable this occupation will be automated. This assessment is further supported by the calculated automation risk level, which estimates 79% chance of automation.

What do you think the risk of automation is?

What is the likelihood that Customer Service Representatives will be replaced by robots or artificial intelligence within the next 20 years?

Sentiment

The following graph is shown where there are enough votes to produce meaningful data. It displays user poll results over time, providing a clear indication of sentiment trends.

Sentiment over time (yearly)

Growth

Very slow growth relative to other professions.

The number of 'Customer Service Representatives' job openings is expected to decline 5.0% by 2033

Total employment, and estimated job openings

* Data from the Bureau of Labor Statistics for the period between 2023 and 2033
Updated projections are due 09-2025.

Wages

Very low paid relative to other professions

In 2023, the median annual wage for 'Customer Service Representatives' was 39.680 $, or 19 $ per hour

'Customer Service Representatives' were paid 17.4% lower than the national median wage, which stood at 48.060 $

Wages over time

* Data from the Bureau of Labor Statistics

Volume

Significantly greater range of job opportunities compared to other professions

As of 2023 there were 2,858,710 people employed as 'Customer Service Representatives' within the United States.

This represents around 1.9% of the employed workforce across the country

Put another way, around 1 in 53 people are employed as 'Customer Service Representatives'.

Job description

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.

SOC Code: 43-4051.00

Comments (27)

Leave a comment
Bryant (No chance)
14 Dec 2025 03:46
AI cannot emulate empathy or various other emotions on an instant scale like humans can. There will always be a pause, and people will recognize that
Sehaam (Highly likely)
17 Oct 2025 11:44
AI already does some SMSING it will expand towards calls and more direct messages
John
04 Aug 2025 22:57
People prefer a human, but shareholders only care about endless profit. Customer service representatives will be replaced with AI whether it is fully ready or not. Employees are your biggest expense and as I stayed before this will maximize profit.
SYDNEY MERRILL (Highly likely)
11 Jan 2024 20:27
I WORK THIS JOB AND EVERYDAY WE GET POINTLESS CALLS FOR ISSUES THAT CAN BE SCREENED BYA COMPUTER TO DETERMINE IF IT IS EVEN ELIGIBLE FOR A REPAIR TECHNICIAN TO GET OUT THERE WHICH WOULD BE ATIME AND MOENY SAVER FOR EMPLOYEES AND CLIENTS.
Ghizlane (Highly likely)
27 May 2023 17:55
This is a task that Can definitely be replaced by IA. The thing is that for now, IAs don't have the ability to empathize. Once they'll figure out how to show some soft skills m, CSRs will be replaced for sure.
Mr Umphries (Low)
13 Jan 2023 06:54
I think it's very unlikely. I've been in the industry for over 25 years, in different capacities and levels. I can confirm that customers want to talk to a human being who understands them, not some automated script just going through the paces.

I've seen this done by so many colleagues who were not committed to the task, or who even sounded like robots themselves.
Daniel M. (Highly likely)
15 Jun 2022 04:38
There are chat bots already. This type of technology will only evolve with time.
JOHN MARK H. MANUEL (Highly likely)
11 Jun 2022 17:04
It is highly likely because people in the 4IR are most likely to be tech-savvy.

With their technical skills, they can be assisted using applications. Nowadays, these are used to address service issues mechanically.
Raj (Low)
06 Mar 2022 22:31
Talking to a real person can be more helpful than talking to a robot because a robot is limited to its programming. However, a human feels more satisfied when speaking to another human.
Christmas (Uncertain)
20 Jun 2021 17:34
Human needs human contact
cagatay (Highly likely)
27 Sep 2020 11:19
I am currently working at one of the biggest online shopping site in Turkey and I can tell you that robots or AI would even do a better job in this role. Companies are already started looking for replacement of human affect.
Dhiraj Temkar (Highly likely)
19 Jul 2020 12:52
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.
CC (Highly likely)
04 Jul 2020 19:28
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.
Tar (Low)
10 May 2020 12:03
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.
anon - CSR (Moderate)
10 Mar 2020 05:39
I think it depends on the complexity of the products or services but I can see most of these jobs being automated
Lori (Uncertain)
04 Mar 2020 19:39
I think us humans give Customer Service Industry a personal touch! People do not want to have to deal with a robot!
Ramon G Valdez Jr (Highly likely)
28 Oct 2019 14:47
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.
MC Lacson (Low)
25 Sep 2019 02:24
Robots don't have empathetic skills.
Sarah (No chance)
25 Jun 2019 22:03
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.
Kurt
27 Aug 2019 04:56
googlebot phone call https://youtu.be/D5VN56jQMWM soon you won’t know the difference.
Anonymous (Moderate)
22 Jun 2019 03:02
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.
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