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AI and jobs

Will AI Replace Customer Service Representatives? (2026)

The Bureau of Labor Statistics places customer service representatives in its very high AI exposure category, among the occupations most exposed to current AI. BLS projects employment to fall by 5.3% over 2025–2035, against 3.5% for all occupations, with about 289,500 openings a year.

Short answer

This is one of the most exposed jobs, and BLS projects it to shrink. Exposure is not a forecast of job loss on its own, but here the two point the same way.

BLS AI exposure
Very highBLS EP supplemental table
AI-resilience score
30/100Higher than 23% of jobs · NueCareer
Projected change
-5.3%BLS EP 2025–2035; all jobs 3.5%
Openings a year
289,500BLS EP 2025–2035

The federal measure

How exposed customer service representatives are to AI

The Bureau of Labor Statistics publishes a relative AI exposure category for each occupation it projects, built from five public measures of where AI could be, or already is, used to assist with or complete the work. Customer Service Representatives land in the very high category: among the occupations most exposed to current AI.

Where this job sits on the BLS scale

786 occupations in the NueCareer bank, in BLS's four relative categories; width shows how many fall in each

  1. Low203 occupations · 26%
  2. Moderate194 occupations · 25%
  3. High190 occupations · 24%
  4. Very high · this job199 occupations · 25%

Source: BLS Employment Projections, AI exposure categories supplemental table.

  1. Exposure is relative. The categories rank occupations against each other; they are not a probability that a job is automated.
  2. BLS says exposure does not imply job loss, productivity gains, automation probability or wage effects. A highly exposed job can still grow if AI makes the people in it more productive.
  3. The classification reflects AI capabilities as the underlying studies measured them. Read the BLS method and limitations.

Inside the work

What AI can and cannot do in this job

O*NET rates how important each work activity is to an occupation and how often each working condition comes up. The ratings below are the ones that move the job's NueCareer AI-resilience score the most: the ones that pull it up, and the ones that pull it down. Only ratings clearly above the midpoint count.

What holds up

Physical, hands-on and person-to-person work

  • Performing for or working directly with the public4.4/5
    O*NET work activity, importance
  • Resolving conflicts and negotiating with others4.0/5
    O*NET work activity, importance
  • Dealing with the public4.8/5
    O*NET work context, frequency or level
  • Training and teaching others4.0/5
    O*NET work activity, importance

What AI reaches first

Routine, repeatable and screen-based work

  • Processing information4.3/5
    O*NET work activity, importance
  • Repeating the same tasks4.5/5
    O*NET work context, frequency or level
  • Working with computers4.5/5
    O*NET work activity, importance
  • Documenting/recording information3.9/5
    O*NET work activity, importance

The tasks O*NET lists for customer service representatives

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

O*NET 31.0 Database task statements, most important first.

The jobs

Will there still be jobs?

Exposure says where AI meets the work. The BLS projection says what the labor market is expected to do over 2025–2035. BLS projects -5.3% change in employment over the decade, against 3.5% across all occupations, and about 289,500 openings a year once retirements and career changes are counted. About 2,595,750 people work in the job today, at a median of $44,770 a year (BLS OEWS, May 2025).

Full customer service representative profile: pay by state, entry route and skills

Options

Related careers less exposed to AI than customer service representatives

Careers O*NET lists as related to the work, or in the same field at similar pay, that BLS places in a lower exposure category.

  1. Postal Service Mail Sorter, Processor, and Processing Machine Operator

    Office and Administrative Support

    Median pay
    $58,470median a year
    Growth
    −5.3%
    Openings / yr
    7,300
    Education
    No formal credential
    Low
    BLS AI exposure
    40/100
    resilience

    Prepare incoming and outgoing mail for distribution for the United States Postal Service (USPS).

  2. Postal Service Mail Carrier

    Office and Administrative Support

    Median pay
    $60,550median a year
    Growth
    −0.3%
    Openings / yr
    19,600
    Education
    No formal credential
    Moderate
    BLS AI exposure
    50/100
    resilience

    Sort and deliver mail for the United States Postal Service (USPS).

  3. Shipping, Receiving, and Inventory Clerk

    Office and Administrative Support

    Median pay
    $45,260median a year
    Growth
    −7.6%
    Openings / yr
    61,300
    Education
    High school
    High
    BLS AI exposure
    44/100
    resilience

    Verify and maintain records on incoming and outgoing shipments involving inventory.

  4. Teller

    Office and Administrative Support

    Median pay
    $43,030median a year
    Growth
    −13.2%
    Openings / yr
    26,800
    Education
    High school
    High
    BLS AI exposure
    37/100
    resilience

    Receive and pay out money.

  5. New Accounts Clerk

    Office and Administrative Support

    Median pay
    $47,670median a year
    Growth
    −6.5%
    Openings / yr
    2,300
    Education
    High school
    High
    BLS AI exposure
    35/100
    resilience

    Interview persons desiring to open accounts in financial institutions.

  6. Library Assistant, Clerical

    Office and Administrative Support

    Median pay
    $36,910median a year
    Growth
    −6.4%
    Openings / yr
    12,300
    Education
    High school
    High
    BLS AI exposure
    35/100
    resilience

    Compile records, and sort, shelve, issue, and receive library materials such as books, electronic media, pictures, cards, slides and microfilm.

Will AI replace postal service mail sorters?Will AI replace postal service mail carriers?Will AI replace shipping clerks?Will AI replace tellers?

Questions

Will AI Replace Customer Service Representatives? FAQ

Will AI replace customer service representatives?

This is one of the most exposed jobs, and BLS projects it to shrink. Exposure is not a forecast of job loss on its own, but here the two point the same way. BLS defines exposure as AI being able to assist with or complete some of the work, and says it does not imply job loss, productivity gains or wage effects. BLS projects employment to fall by 5.3% over 2025–2035, against 3.5% for all occupations, with about 289,500 openings a year.

How exposed are customer service representatives to AI?

BLS sorts 786 occupations into four relative categories: low, moderate, high and very high. Customer Service Representatives are in the very high category, alongside 198 other occupations. The categories combine five public measures of where AI could be or already is used, and they compare occupations with each other rather than giving an absolute risk.

What parts of a customer service representative's job can AI do?

In O*NET's description of the work, the parts that overlap most with what AI handles well are processing information, repeating the same tasks and working with computers. The parts that hold up best are performing for or working directly with the public, resolving conflicts and negotiating with others and dealing with the public. These come from O*NET ratings of how important each activity is to the job, read through NueCareer's AI-resilience method.

Is being a customer service representative a safe career from AI?

On NueCareer's AI-resilience score, built from O*NET work activities, customer service representatives score 30 out of 100, higher than 23% of the occupations we score. The job pays a median of $44,770 a year (BLS OEWS, May 2025). No job is fully safe from technological change, but the federal exposure category and the projected openings are the two numbers worth weighing.

What careers similar to customer service representatives are less exposed to AI?

Postal Service Mail Sorter, Processor, and Processing Machine Operator (low exposure, $58,470 median), Postal Service Mail Carrier (moderate exposure, $60,550 median), Shipping, Receiving, and Inventory Clerk (high exposure, $45,260 median), Teller (high exposure, $43,030 median). Each is in a lower BLS exposure category than customer service representatives, and most are listed by O*NET as related to the work.

The AI exposure category is the Bureau of Labor Statistics'. The AI-resilience score and the activity breakdown are NueCareer's analysis of O*NET 31.0 Database data (method), not a federal figure. More: jobs most exposed to AI, jobs least exposed to AI, or check any job.