Customer service representatives have one of the highest scores we track: 70% of the role’s tasks show up in real AI use. Answering questions, looking up accounts and writing replies are exactly what chat assistants are built for. Postings in Indeed’s customer service category are down 1.5% on a year ago. The jobs that remain will be the hard cases: the angry, the complicated and the ones the bot got wrong.
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How to read this: AI task coverage comes from the Anthropic Economic Index, which measures how people use Claude, not the whole labour market. Job postings data comes from Indeed Hiring Lab and reflects the wording of job ads, not actual AI use at work. Employment and pay are US figures unless stated. AI use is not the same as job loss; our verdict explains what we think it means.