# Will AI replace call center agents? Updated October 2026 Customer service representatives score 74 of 100 for AI exposure. AI can already do 64% of their task time. AI speeds up the other 36%. - **64%** AI can do it - **36%** AI helps Very high exposure Higher than 100% of the 923 occupations we scored. ## Task by task We graded 13 tasks, listed here from most to least exposed. AI can do 8 of them today, speeds up 5 and leaves 0 to people. | Task | AI exposure | | --- | --- | | Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. AI transcribes and summarizes interactions into case records automatically. | 85% AI can do it | | Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Structured form filling and address changes suit AI well. | 85% AI can do it | | Determine charges for services requested, collect deposits or payments, or arrange for billing. Billing systems calculate charges and process payments with little human input. | 70% AI can do it | | Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Automated emails and texts handle most outreach, complex cases need calls. | 65% AI can do it | | Refer unresolved customer grievances to designated departments for further investigation. Routing rules can send unresolved cases to the right department automatically. | 65% AI can do it | [See what AI can take on across a customer service team](https://www.aigentcy.com/ai-for/customer-service/) ## How customer service representatives compare All occupations (923) Office and administrative support (51) **Customer service representatives score 74**, marked by the dark line. Each dot is a score, darker where more occupations share it. The short marks show the averages, 37 for all occupations and 57 for office and administrative support. ## Pay and outlook in the US Median pay $44,770 a year, May 2025 People employed 2.6 million in the US, May 2025 Projected change in jobs \-5.3% from 2024 to 2034 ## Skills to build - Read insurance policy wording to decide claim coverage - Take live complaint calls and record what customers need - Process merchandise exchanges and returns in person - Issue refunds and bill adjustments in Intuit QuickBooks - Confirm each fix resolved the customer's problem - Turn complaint patterns into billing and procedure changes ## Safer roles nearby 5 related occupations with lower scores. - [Sales representatives of services66 out of 100](https://www.aigentcy.com/ai-exposure/sales-representatives-of-services/) - [Insurance claims clerks72 out of 100](https://www.aigentcy.com/ai-exposure/insurance-claims-clerks/) - [Credit clerks61 out of 100](https://www.aigentcy.com/ai-exposure/credit-clerks/) - [New accounts clerks53 out of 100](https://www.aigentcy.com/ai-exposure/new-accounts-clerks/) - [Receptionists62 out of 100](https://www.aigentcy.com/ai-exposure/receptionists/) ## Questions about customer service representatives and AI Will customer service be replaced by AI? Partly. About 6 in 10 working hours go to tasks AI can already do, mostly keeping records of customer interactions and completing contract and address forms. Live complaint calls, merchandise exchanges, and coverage decisions still need a person. Will AI take over call center jobs? AI can already do 64% of the task time in call center and speeds up another 36%. The US has 2.6 million customer service representative jobs, with a projected change of -5.3% from 2024 to 2034. Which customer service tasks is AI taking over? Case records, contract forms, and address changes go first, each with an exposure score of 85. AI transcribes and summarizes each interaction into a case record automatically, and fixed form fields suit AI well. Billing charges and payments score 70, since billing systems calculate charges with little human input. Which customer service tasks stay with people? No task is fully human-only, but three keep a person in the final call. Coverage decisions under insurance policy terms carry accountability, exchanges need physical handling of merchandise, and live complaint calls need someone who can hear the problem and act on it. How can customer service representatives stay valuable? Move toward coverage calls, exchanges, and billing fixes, where accountability stays with a person. Learn to read insurance policy wording well enough to decide claims, handle returns in person, and confirm each fix resolved the complaint. Audit refunds and bill adjustments in Intuit QuickBooks, then propose procedure changes based on complaint patterns. ## Related jobs - [Telemarketers76 out of 100](https://www.aigentcy.com/ai-exposure/telemarketers/) - [Billing clerks59 out of 100](https://www.aigentcy.com/ai-exposure/billing-clerks/) - [Bill collectors65 out of 100](https://www.aigentcy.com/ai-exposure/bill-collectors/) - [Order clerks68 out of 100](https://www.aigentcy.com/ai-exposure/order-clerks/) ## Next steps for customer service representatives - ### Check your job Your job title is a rough guide. Your actual tasks decide your score. Paste your job description or CV and see which of your tasks AI can do. [Check your job](https://www.aigentcy.com/tools/ai-exposure-checker/) [Check your CV](https://www.aigentcy.com/tools/cv-checker/) ### Check which roles in your team AI can take on We map your team's tasks, show what AI can do today and build the automations that pay back first. [Book an AI audit](https://www.aigentcy.com/audit/) ## Related topics - [**Jobs AI can't replace**Cement masons score lowest, at 8.](https://www.aigentcy.com/ai-exposure/jobs-ai-cant-replace/) - [**Jobs most at risk from AI**Proofreaders score highest, at 76.](https://www.aigentcy.com/ai-exposure/jobs-most-exposed-to-ai/) - [**High-paying jobs with low AI exposure**Radiologists earn a median $420,860 and score 46.](https://www.aigentcy.com/ai-exposure/high-paying-jobs-low-ai-exposure/) - [**Entry-level jobs with low AI exposure**Cement masons need little prior training and score 8.](https://www.aigentcy.com/ai-exposure/entry-level-jobs-low-ai-exposure/) - [**Jobs AI speeds up the most**For natural sciences managers, AI speeds up 96% of task time.](https://www.aigentcy.com/ai-exposure/jobs-ai-speeds-up/) - [**AI and jobs in Malta**15 iGaming roles graded task by task.](https://www.aigentcy.com/ai-exposure/malta/) - [**Skills that keep work human**The skills to build in the jobs AI changes least.](https://www.aigentcy.com/ai-exposure/skills/) - [**Jobs A to Z**Every job we publish, by first letter.](https://www.aigentcy.com/ai-exposure/jobs/) - [**AI exposure by industry**Average scores for 22 occupation groups.](https://www.aigentcy.com/ai-exposure/industries/) - [**Write a CV screening software can read**How applicant tracking systems read a CV, and what to change.](https://www.aigentcy.com/ai-exposure/cv-screening-guide/) - [**AI for businesses**The tasks to automate first in each team and industry.](https://www.aigentcy.com/ai-for/) - [**How we score AI exposure**The grading, the weights and every source.](https://www.aigentcy.com/ai-exposure/methodology/) Occupation data from the O\*NET 30.3 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/) and modified by Aigentcy. O\*NET® is a trademark of USDOL/ETA. Wage, employment and projection data from the U.S. Bureau of Labor Statistics. EU occupation names from ESCO, European Commission. AI usage signals from the Anthropic Economic Index (CC BY) and Microsoft Research (CC BY 4.0). [Methodology and sources](https://www.aigentcy.com/ai-exposure/methodology/). Scores © Aigentcy. Quote them with a link to the page.