Customer Service Representatives
Every task in this role, whether it passes the census's structural hand-over screen, which models pass it, and why. It is a screen, not a claim about what AI can do: a task can pass and still be beyond the systems of the day. The stricter and looser rules re-vote every task, and small differences between roles are noise.
Passes the screen · 3 of 13 tasks
Check to ensure that appropriate changes were made to resolve customers' problems.
quick to check, an existing check settles it, and a mistake is cheap · 10.5% of the role's time · $12.9B · passed by Claude Sonnet, Gemini 3.1 Pro · the models disagreed
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
quick to check, an existing check settles it, and a mistake is cheap · 9.2% of the role's time · $11.3B · all three pass it
Determine charges for services requested, collect deposits or payments, or arrange for billing.
quick to check, an existing check settles it, and a mistake is cheap · 7.7% of the role's time · $9.5B · all three pass it
Does not pass
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.
reason given most often: no existing check settles it · 15.6% of the role's time · $19.3B · waiting on a check
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
reason given most often: no existing check settles it · 12.7% of the role's time · $15.7B · passed by Claude Sonnet · the models disagreed · waiting on a check
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
reason given most often: no existing check settles it · 10.4% of the role's time · $12.9B · waiting on a check
Refer unresolved customer grievances to designated departments for further investigation.
reason given most often: no existing check settles it · 8.1% of the role's time · $10.1B · waiting on a check
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
physical work, outside the screen · 6.5% of the role's time · $8.0B
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.
reason given most often: no existing check settles it · 5.4% of the role's time · $6.6B · waiting on a check
Solicit sales of new or additional services or products.
reason given most often: nobody can tell quickly whether it worked, and no existing check settles it · 5.0% of the role's time · $6.2B · passed by Claude Sonnet · the models disagreed
Review insurance policy terms to determine whether a particular loss is covered by insurance.
reason given most often: no existing check settles it · 4.6% of the role's time · $5.7B
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
reason given most often: nobody can tell quickly whether it worked, and no existing check settles it · 2.2% of the role's time · $2.8B
Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
physical work, outside the screen · 2.1% of the role's time · $2.6B
Where this role works
| Industry | Workers | Wage bill | Passes the screen | All three pass |
|---|---|---|---|---|
| Business Support Services | 237,070 | $9.1B | $2.5B | $1.5B |
| Agencies, Brokerages, and Other Insurance Related Activities | 173,600 | $8.2B | $2.2B | $1.4B |
| General Merchandise Retailers | 171,120 | $6.5B | $1.8B | $1.1B |
| Credit Intermediation and Related Activities (5221 and 5223 only) | 122,700 | $6.0B | $1.6B | $1.0B |
| Management of Companies and Enterprises | 116,740 | $5.9B | $1.6B | $992M |
| Insurance Carriers | 117,670 | $5.8B | $1.6B | $982M |
| Food and Beverage Retailers (4451 and 4452 only) | 101,760 | $3.5B | $947M | $584M |
| Employment Services | 79,510 | $3.3B | $912M | $562M |
| Computer Systems Design and Related Services | 56,920 | $3.0B | $810M | $500M |
| Management, Scientific, and Technical Consulting Services | 61,860 | $2.8B | $751M | $463M |