Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
U.S. Workers
2,725,930
Median Salary
$42,830
10-Year Growth
-5.5%
Annual Openings
341,700
Typical entry: High school diploma or equivalent
15 of 15 tasks have some AI capability
Exposure Trend
This score reflects estimated AI technical capability for tasks in this occupation. It does not predict employment changes, and it does not account for company-specific constraints, regulation, or adoption barriers.
Check to ensure that appropriate changes were made to resolve customers' problems.
AI: Fully automatable - AI can query systems, compare state before/after, and audit logs to confirm that appropriate changes were made, enabling reliable automated verification.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
AI: Fully automatable - Keeping records of interactions and transactions can be fully automated by logging, transcription, and CRM integration tools with high reliability.
Refer unresolved customer grievances to designated departments for further investigation.
AI: Fully automatable - Automatically classifying and routing unresolved grievances to designated departments is a standard automation and workflow capability.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
AI: Fully automatable - Determining charges from rulesets, collecting payments via payment APIs, and arranging billing can be fully automated when systems are integrated.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
AI: Fully automatable - Completing contract forms, updating addresses, and issuing discontinuance orders are routine data-entry tasks readily automated with RPA and AI-driven form filling.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
AI: Fully automatable - AI can proactively contact customers through phone, email, or SMS to respond to inquiries or notify them of claim results and adjustments with integrated communication tooling.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
AI: Fully automatable - Modern NLP systems can parse policy language, map loss facts to coverage rules and produce determinations reliably given access to the policy and claim data.
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
AI: Fully automatable - Comparing invoices, requisitions and merchandise records and generating return invoices are structured, rule-based tasks that can be fully automated with integrated systems.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
AI: Fully automatable - AI can analyze complaint and operational data to identify patterns and generate actionable recommendations for product, packaging, shipping, service, or billing improvements.
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.
AI: Partial - AI systems can handle telephone interactions, information provision, and order entry, but in-person interactions and complex, sensitive complaints still often need human agents.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
AI: Partial - AI can authorize refunds, adjust bills, and trigger exchange workflows, but physical merchandise handling and judgement-heavy dispute resolutions often require humans.
Solicit sales of new or additional services or products.
AI: Partial - Automated outreach and personalized upselling are feasible for many offers, but complex sales and high-value negotiations continue to benefit from human sellers.
Order tests that could determine the causes of product malfunctions.
AI: Partial - AI can analyze symptoms, logs and historical failures to recommend and in-system order diagnostic tests, but physical coordination, equipment access, and final oversight usually require human involvement.
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.
AI: Partial - AI can aggregate customer, usage, weather and meter data and surface likely causes for a complaint, yet validating ambiguous evidence and making final determinations often needs human judgment and access to proprietary systems.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
AI: Partial - AI can review claims data, analyze photos/measurements and propose accept/reject decisions, but verifying physical parts and negotiating with dealers typically requires human inspection and relationship handling.