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

Omnichannel Support Agent

AI is poised to significantly impact Omnichannel Support Agents by automating routine tasks such as answering frequently asked questions, providing basic troubleshooting, and routing inquiries. Large Language Models (LLMs) and AI-powered chatbots are increasingly capable of handling these interactions, reducing the need for human intervention. However, complex or emotionally charged issues will still require human agents, emphasizing the need for agents to develop skills in empathy, critical thinking, and complex problem-solving.

Top risks:

Answer customer inquiries via phone, email, chat, and social media75%
Provide basic troubleshooting and technical support65%
Route customer inquiries to the appropriate department or specialist85%

Side-by-Side Metrics

Metric	Customer Advocate	Omnichannel Support Agent
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%

Omnichannel Support Agent74%

Omnichannel Support Agent 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

Omnichannel Support Agent Tasks at Risk

Answer customer inquiries via phone, email, chat, and social media75%

2-5 years

Provide basic troubleshooting and technical support65%

2-5 years

Route customer inquiries to the appropriate department or specialist85%

1-2 years

Document customer interactions and resolutions in a CRM system70%

2-5 years

Handle customer complaints and resolve issues40%

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)

Omnichannel Support Agent -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingDe-escalationBuilding rapport

Omnichannel Support Agent -- Skills at Risk

Answering frequently asked questionsProviding basic troubleshootingRouting inquiriesData entry

Shared Vulnerable Skills(at risk in both careers)

Data entry

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