Customer Service

Customer Advocate

AI is poised to significantly impact Customer Advocate roles by automating routine interactions and data analysis. LLMs can handle common inquiries, provide personalized support, and generate reports. Computer vision and robotic process automation (RPA) can assist with data entry and verification tasks, freeing up advocates to focus on complex issues and relationship building.

Top risks:

Answering customer inquiries via phone, email, or chat75%
Troubleshooting customer issues and providing solutions60%
Processing orders, returns, and exchanges80%

Lower Risk

Customer Service

Customer Care Representative

AI is poised to significantly impact Customer Care Representatives through automation of routine tasks and enhanced support systems. Large Language Models (LLMs) will automate responses to common inquiries, while AI-powered chatbots will handle basic customer interactions. Computer vision may assist in processing visual information related to customer issues.

Top risks:

Answering frequently asked questions85%
Processing customer orders and returns70%
Troubleshooting basic technical issues60%

Side-by-Side Metrics

Metric	Customer Advocate	Customer Care Representative
Risk Score	76%	74%
Risk Level	Critical Risk	Critical Risk
Timeline	2-5 years	2-5 years
Category	Customer Service	Customer Service
Tasks at Risk	7 tasks	6 tasks
Skills at Risk	5 skills	4 skills
Safe Skills	5 skills	4 skills

Risk Comparison

Customer Advocate76%

Customer Care Representative74%

Customer Care Representative has 2 percentage points lower risk than Customer Advocate.

Tasks at Risk

Customer Advocate Tasks at Risk

Answering customer inquiries via phone, email, or chat75%

2-5 years

Troubleshooting customer issues and providing solutions60%

5-10 years

Processing orders, returns, and exchanges80%

2-5 years

Maintaining customer records and updating account information70%

2-5 years

Escalating complex issues to higher-level support teams40%

5-10 years

Customer Care Representative Tasks at Risk

Answering frequently asked questions85%

1-3 years

Processing customer orders and returns70%

2-4 years

Troubleshooting basic technical issues60%

3-5 years

Handling customer complaints and escalations40%

5-7 years

Providing product information and recommendations50%

4-6 years

Skills Comparison

Shared AI-Resistant Skills(valuable in both careers)

EmpathyComplex problem-solvingCritical thinkingConflict resolution

Customer Advocate -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingRelationship buildingConflict resolution

Customer Advocate -- Skills at Risk

Customer serviceData entryProduct knowledgeTroubleshooting (basic)Communication (basic)

Customer Care Representative -- Safe Skills

EmpathyComplex problem-solvingConflict resolutionCritical thinking

Customer Care Representative -- Skills at Risk

Data entryBasic troubleshootingAnswering FAQsOrder processing

Shared Vulnerable Skills(at risk in both careers)

Data entry

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