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

Financial Services Support

AI is poised to significantly impact Financial Services Support roles by automating routine tasks such as data entry, document processing, and basic customer service interactions. LLMs can handle many customer inquiries and generate reports, while robotic process automation (RPA) can streamline back-office operations. Computer vision can assist in document verification and fraud detection.

Top risks:

Process loan applications and documentation65%
Respond to customer inquiries via phone, email, or chat50%
Maintain and update customer account information70%

Side-by-Side Metrics

Metric	Customer Advocate	Financial Services Support
Risk Score	76%	73%
Risk Level	Critical Risk	Critical Risk
Timeline	2-5 years	2-5 years
Category	Customer Service	Customer Service
Tasks at Risk	7 tasks	7 tasks
Skills at Risk	5 skills	5 skills
Safe Skills	5 skills	5 skills

Risk Comparison

Customer Advocate76%

Financial Services Support73%

Financial Services Support has 3 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

Financial Services Support Tasks at Risk

Process loan applications and documentation65%

2-5 years

Respond to customer inquiries via phone, email, or chat50%

2-5 years

Maintain and update customer account information70%

2-5 years

Prepare and generate financial reports60%

5-10 years

Verify the accuracy of financial data and transactions40%

5-10 years

Skills Comparison

Shared AI-Resistant Skills(valuable in both careers)

EmpathyComplex problem-solvingCritical thinking

Customer Advocate -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingRelationship buildingConflict resolution

Customer Advocate -- Skills at Risk

Customer serviceData entryProduct knowledgeTroubleshooting (basic)Communication (basic)

Financial Services Support -- Safe Skills

Complex problem-solvingCritical thinkingEmpathyRelationship managementEthical judgment

Financial Services Support -- Skills at Risk

Data entryCustomer service (basic inquiries)Report generationDocument processingScheduling

Shared Vulnerable Skills(at risk in both careers)

Data entry

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