Customer Service Representatives

Task by task

Each task this job involves, as listed by O*NET, rated on whether a large language model like GPT-4 could cut the time it takes by at least half at the same quality. Tasks marked Seen in real AI use appeared in conversations with Claude in April–May 2026 (Anthropic Economic Index).

• AI can speed this up on its own: 2 (13%)
• AI can speed this up with extra software: 13 (87%)
• Little or no AI speed-up: 0 (0%)

• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.AI can speed this up on its own · core task
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.AI can speed this up on its own · supplemental task
• 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 can speed this up with extra software · core task · Seen in real AI use
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.AI can speed this up with extra software · core task
• Check to ensure that appropriate changes were made to resolve customers' problems.AI can speed this up with extra software · core task · Seen in real AI use
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.AI can speed this up with extra software · core task · Seen in real AI use
• Determine charges for services requested, collect deposits or payments, or arrange for billing.AI can speed this up with extra software · core task
• Refer unresolved customer grievances to designated departments for further investigation.AI can speed this up with extra software · core task · Seen in real AI use
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.AI can speed this up with extra software · supplemental task · Seen in real AI use
• Review insurance policy terms to determine whether a particular loss is covered by insurance.AI can speed this up with extra software · supplemental task
• Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.AI can speed this up with extra software · supplemental task
• Solicit sales of new or additional services or products.AI can speed this up with extra software · supplemental task · Seen in real AI use
• 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 can speed this up with extra software · supplemental task · Seen in real AI use
• Order tests that could determine the causes of product malfunctions.AI can speed this up with extra software · supplemental task
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.AI can speed this up with extra software · supplemental task