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

Utility Customer Service Rep

AI is poised to significantly impact Utility Customer Service Representatives by automating routine tasks such as answering frequently asked questions, processing payments, and scheduling appointments. LLMs and chatbots will handle a large volume of customer inquiries, while robotic process automation (RPA) will streamline back-office operations. Computer vision could be used to analyze meter readings submitted by customers.

Top risks:

Answer customer inquiries regarding billing, service interruptions, and account information75%
Process customer payments and handle billing disputes60%
Schedule service appointments and dispatch technicians50%

Side-by-Side Metrics

Metric	Customer Advocate	Utility Customer Service Rep
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%

Utility Customer Service Rep73%

Utility Customer Service Rep 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

Utility Customer Service Rep Tasks at Risk

Answer customer inquiries regarding billing, service interruptions, and account information75%

2-5 years

Process customer payments and handle billing disputes60%

2-5 years

Schedule service appointments and dispatch technicians50%

5-10 years

Set up new customer accounts and manage account changes40%

5-10 years

Provide information on energy efficiency programs and rebates30%

5-10 years

Skills Comparison

Shared AI-Resistant Skills(valuable in both careers)

EmpathyCritical thinkingConflict resolution

Customer Advocate -- Safe Skills

EmpathyComplex problem-solvingCritical thinkingRelationship buildingConflict resolution

Customer Advocate -- Skills at Risk

Customer serviceData entryProduct knowledgeTroubleshooting (basic)Communication (basic)

Utility Customer Service Rep -- Safe Skills

Complex Problem SolvingEmpathyCritical ThinkingConflict ResolutionPersuasion

Utility Customer Service Rep -- Skills at Risk

Data EntryCustomer Service (basic)BillingSchedulingAnswering FAQs

Shared Vulnerable Skills(at risk in both careers)

Data entry

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