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

Subscriber Services Agent

AI is poised to significantly impact Subscriber Services Agents by automating routine customer interactions and data entry tasks. LLMs can handle basic inquiries, process simple requests, and provide personalized recommendations. Computer vision can assist with verifying customer information from submitted documents. This will lead to increased efficiency and reduced workload for human agents, allowing them to focus on complex issues.

Top risks:

Answering customer inquiries regarding billing, service plans, and account information75%
Processing service orders, upgrades, and cancellations60%
Troubleshooting basic technical issues with internet, phone, or cable services50%

Side-by-Side Metrics

Metric	Customer Advocate	Subscriber Services Agent
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	4 skills
Safe Skills	5 skills	5 skills

Risk Comparison

Customer Advocate76%

Subscriber Services Agent73%

Subscriber Services Agent 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

Subscriber Services Agent Tasks at Risk

Answering customer inquiries regarding billing, service plans, and account information75%

2-5 years

Processing service orders, upgrades, and cancellations60%

2-5 years

Troubleshooting basic technical issues with internet, phone, or cable services50%

5-10 years

Documenting customer interactions and updating account information in CRM systems80%

2-5 years

Handling customer complaints and resolving service 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)

Subscriber Services Agent -- Safe Skills

Complex problem-solvingEmpathyCritical thinkingNegotiationBuilding rapport

Subscriber Services Agent -- Skills at Risk

Data entryBasic troubleshootingAnswering routine inquiriesPayment processing

Shared Vulnerable Skills(at risk in both careers)

Data entry

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