Customer Service

Customer Service Analyst

AI is poised to significantly impact Customer Service Analysts by automating routine tasks such as answering common questions, processing basic requests, and providing initial troubleshooting. Large Language Models (LLMs) and AI-powered chatbots are increasingly capable of handling these interactions, freeing up analysts to focus on more complex and nuanced customer issues. Computer vision can also assist in processing visual information, such as verifying product conditions or identifying issues from customer-submitted images.

Top risks:

Answer customer inquiries via phone, email, or chat75%
Process customer orders, returns, and exchanges60%
Troubleshoot basic technical issues70%

Lower Risk

Customer Service

Service Desk Analyst

AI is poised to significantly impact Service Desk Analysts by automating routine tasks such as password resets, initial troubleshooting, and ticket routing. Large Language Models (LLMs) can handle basic inquiries and provide solutions from knowledge bases, while robotic process automation (RPA) can automate repetitive processes. More complex issues requiring nuanced understanding and interpersonal skills will remain the domain of human analysts for the foreseeable future.

Top risks:

Answering basic user inquiries via phone, email, or chat75%
Troubleshooting common technical issues (e.g., password resets, printer problems)60%
Creating and managing service desk tickets50%

Side-by-Side Metrics

Metric	Customer Service Analyst	Service Desk Analyst
Risk Score	76%	72%
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 Service Analyst76%

Service Desk Analyst72%

Service Desk Analyst has 4 percentage points lower risk than Customer Service Analyst.

Tasks at Risk

Customer Service Analyst Tasks at Risk

Answer customer inquiries via phone, email, or chat75%

2-5 years

Process customer orders, returns, and exchanges60%

2-5 years

Troubleshoot basic technical issues70%

2-5 years

Escalate complex issues to higher-level support teams30%

5-10 years

Document customer interactions and resolutions80%

2-5 years

Service Desk Analyst Tasks at Risk

Answering basic user inquiries via phone, email, or chat75%

1-3 years

Troubleshooting common technical issues (e.g., password resets, printer problems)60%

1-3 years

Creating and managing service desk tickets50%

3-5 years

Escalating complex issues to higher-level support teams30%

5-10 years

Providing remote technical support to users40%

5-10 years

Skills Comparison

Shared AI-Resistant Skills(valuable in both careers)

Critical Thinking

Customer Service Analyst -- Safe Skills

EmpathyCritical ThinkingComplex Problem SolvingAdaptabilityEmotional Intelligence

Customer Service Analyst -- Skills at Risk

Active ListeningProblem SolvingCommunicationData EntryProduct Knowledge

Service Desk Analyst -- Safe Skills

Complex problem-solvingEmpathy and active listeningCritical thinkingHandling sensitive user issuesEscalation management

Service Desk Analyst -- Skills at Risk

Basic troubleshootingPassword resetsTicket routingAnswering common FAQs

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