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

Social Media Support Agent

AI, particularly large language models (LLMs), is poised to significantly impact Social Media Support Agents by automating routine customer interactions, content moderation, and basic troubleshooting. LLMs can handle a large volume of inquiries, personalize responses, and identify emerging issues. Computer vision can assist in content moderation by identifying policy violations in images and videos.

Top risks:

Responding to customer inquiries via chat, email, or phone75%
Monitoring social media channels for mentions and trends60%
Escalating complex or sensitive issues to senior support staff30%

Side-by-Side Metrics

Metric	Customer Advocate	Social Media Support Agent
Risk Score	76%	75%
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%

Social Media Support Agent75%

Social Media Support Agent has 1 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

Social Media Support Agent Tasks at Risk

Responding to customer inquiries via chat, email, or phone75%

2-5 years

Monitoring social media channels for mentions and trends60%

2-5 years

Escalating complex or sensitive issues to senior support staff30%

5-10 years

Creating and maintaining knowledge base articles and FAQs50%

2-5 years

Identifying and reporting bugs or technical 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)

Social Media Support Agent -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingCrisis managementBuilding rapport

Social Media Support Agent -- Skills at Risk

Customer serviceCommunicationProblem-solvingContent moderationData entry

Shared Vulnerable Skills(at risk in both careers)

Customer serviceData entry

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