Customer Service Representatives

2.5/10 job score
AUTOMATION RISK
87%
risk level
POLLING
GROWTH
-1.2%
by 2030
WAGES
$35,830
or $17.22 hourly
VOLUME
2,833,250
as of 2020

What is the risk of automation?

We calculate this occupation to have an automation risk score of 87% (Robots are watching)

[More info]
Qualities required for this occupation:
Persuasion
Social Perceptiveness
Key
very important
quite important
[Show all metrics]

What do you think the risk of automation is?

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

How quickly is this occupation growing?

The number of 'Customer Service Representatives' job openings is expected to decline by -1.2% by 2030
'Customer Service Representatives' is expected to be a very slow growing occupation in comparison to other occupations.
* Data from the Bureau of Labor Statistics for the period between 2020 and 2030.
Updated projections are due Sep 2022.

What are the median wages for 'Customer Service Representatives' in the United States?

In 2020 the median annual wage for 'Customer Service Representatives' was $35,830, or $17.22 hourly
'Customer Service Representatives' are paid 14.6% lower than the national median wage, which stands at $41,950
* Data from the Bureau of Labor Statistics

How many people are employed in this occupation?

As of 2020 there were 2,833,250 people employed as Customer Service Representatives.
This represents around 2.04% of the employed workforce across the United States.

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

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Comments

Leave a comment

cagatay (Highly likely) says
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.
Sep 27, 2020 at 11:19 AM
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

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