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

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 Service Analyst	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 Service Analyst76%

Utility Customer Service Rep73%

Utility Customer Service Rep has 3 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

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 ThinkingComplex Problem Solving

Customer Service Analyst -- Safe Skills

EmpathyCritical ThinkingComplex Problem SolvingAdaptabilityEmotional Intelligence

Customer Service Analyst -- Skills at Risk

Active ListeningProblem SolvingCommunicationData EntryProduct Knowledge

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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