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

Member Services Representative

AI is poised to significantly impact Member Services Representatives by automating routine tasks such as answering frequently asked questions, processing basic transactions, and providing standardized information. LLMs and chatbots will handle a large volume of inquiries, while robotic process automation (RPA) can streamline back-office operations. More complex issues requiring empathy and nuanced understanding will remain the domain of human representatives.

Top risks:

Answer customer inquiries regarding products, services, and account information75%
Process routine transactions such as payments, transfers, and address changes60%
Resolve customer complaints and escalate complex issues to appropriate personnel30%

Side-by-Side Metrics

Metric	Customer Advocate	Member Services 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	7 tasks
Skills at Risk	5 skills	4 skills
Safe Skills	5 skills	5 skills

Risk Comparison

Customer Advocate76%

Member Services Representative74%

Member Services 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

Member Services Representative Tasks at Risk

Answer customer inquiries regarding products, services, and account information75%

2-5 years

Process routine transactions such as payments, transfers, and address changes60%

2-5 years

Resolve customer complaints and escalate complex issues to appropriate personnel30%

5-10 years

Maintain customer records and update account information70%

2-5 years

Provide information about new products and services65%

2-5 years

Skills Comparison

Shared AI-Resistant Skills(valuable in both careers)

EmpathyComplex problem-solvingCritical thinkingRelationship buildingConflict resolution

Customer Advocate -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingRelationship buildingConflict resolution

Customer Advocate -- Skills at Risk

Customer serviceData entryProduct knowledgeTroubleshooting (basic)Communication (basic)

Member Services Representative -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingRelationship buildingConflict resolution

Member Services Representative -- Skills at Risk

Data entryAnswering FAQsProcessing transactionsProviding basic information

Shared Vulnerable Skills(at risk in both careers)

Data entry

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