Will AI replace customer service representatives?AI replacement risk 77% and how the work is changing

United States Office & Admin Confidence ★★★★★

Median annual pay

$44,770

25th–75th pct. $36,870–$51,780

Top pay (est.)

$82,700

Top 10% $63,590

Pay in 5 years

$48,800est.

2031

Pay in 10 years

$53,100est.

$45,700–$61,700

Outlook score

28/100

★☆☆☆☆ Weak

AI replacement risk

77%

High

Job growth (10 yr)

−5.3%

290K openings / yr

Will AI replace Customer Service Representatives? AI replacement risk

77%

High

Ranked #777 safest from AI among all U.S. occupations

Very lowLowModerateHighVery high

How AI is changing this job

A written analysis for this occupation is being prepared.

AI replacement risk compares the parts of a job that are easy to hand to AI or software (processing information, documentation, repetitive computer work) with the parts that are hard to automate (physical work, working closely with people, judgment in unpredictable settings), using O*NET work activities, work context, skills and knowledge. The result is a relative position among all occupations in the country, scaled to 0–100%. Methodology →

Skills, education and requirements for Customer Service Representatives

Key skills

Active Listening

4.0

Speaking

3.8

Service Orientation

3.6

Critical Thinking

3.5

Reading Comprehension

3.1

Social Perceptiveness

3.0

Persuasion

3.0

Coordination

3.0

O*NET skill level ratings (0–7).

Key knowledge areas

Customer and Personal Service

5.7

Administrative

3.8

Sales and Marketing

3.7

Computers and Electronics

3.5

English Language

3.5

Administration and Management

3.4

Mathematics

3.4

Economics and Accounting

2.4

What the work involves

Establishing and Maintaining Interpersonal RelationshipsOrganizing, Planning, and Prioritizing WorkUpdating and Using Relevant KnowledgeCommunicating with Supervisors, Peers, or SubordinatesGetting InformationProcessing InformationIdentifying Objects, Actions, and EventsPerforming for or Working Directly with the Public

Important abilities

Oral ExpressionOral ComprehensionNear VisionSpeech ClaritySpeech RecognitionProblem Sensitivity

Education of workers

High school diploma

55%

Some college

17%

Bachelor's degree

14%

Associate's degree

14%

Training before entry

Up to 1 month

35%

6–12 months

31%

1–3 months

19%

2–4 years

3–6 months

None / short demo

1–2 years

Related work experience

6–12 months

26%

1–2 years

23%

4–6 years

20%

None

11%

1–3 months

10%

2–4 years

Over 10 years

Up to 1 month

Job Zone 2 — some preparation needed (O*NET)

Difficulty of entry: ★★☆☆☆ Fairly easy (from education, training, experience and Job Zone)

Related occupations

	Occupation	Pay	Outlook	AI risk
1	Office Clerks, General Perform duties too varied and diverse to be classified in any specific office clerical occupation, requiring knowledge of office systems and procedures.	$45,010	24/100	83%
2	Secretaries and Administrative Assistants, Except Legal, Medical, and Executive Perform routine administrative functions such as drafting correspondence, scheduling appointments, organizing and maintaining paper and electronic files, or providing information to callers.	$47,540	24/100	84%
3	First-Line Supervisors of Office and Administrative Support Workers Directly supervise and coordinate the activities of clerical and administrative support workers.	$69,500	40/100	80%
4	Medical Secretaries and Administrative Assistants Perform secretarial duties using specific knowledge of medical terminology and hospital, clinic, or laboratory procedures.	$45,930	41/100	76%
5	Receptionists and Information Clerks Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization.	$38,010	29/100	73%
6	Executive Secretaries and Executive Administrative Assistants Provide high-level administrative support by conducting research, preparing statistical reports, and handling information requests, as well as performing routine administrative functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings.	$76,590	39/100	85%

Pay and employment figures are national statistics. Projected pay, outlook scores and AI replacement risk are estimates from the Shigoto Zukan model, not guarantees. To request a correction, use the contact form. How to read the data

Sources: BLS OEWS May 2025; BLS Employment Projections 2025–35; O*NET 31.0 Database by USDOL/ETA (CC BY 4.0), modified by Shigoto Zukan. Pay ranges, projections and scores are Shigoto Zukan estimates.