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Customer service jobs more prone to automation: Report

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NEW DELHI: The world of jobs is in a state of flux, thanks to rising adoption of artificial intelligence, and the jobs that are most vulnerable to this automation drive are software-IT and customer services, says a report.

According to a report by employability assessment company Aspiring Minds, customer service, software and IT and accounting jobs have very high automation potential.

“Customer service jobs have the highest automation potential (64 per cent). This can be attributed to the fact that the processes in this function are repetitive and can be automated to a significant extent,” the report said.

Automation powered by artificial intelligence, machine learning and bots has created a state of uneasiness among workers as machines and bots are being brought to outperform humans in various tasks.

“We see tremendous potential in AI. In coming times, AI will be seen making businesses more efficient and enabling them to hire better,” said Varun Aggarwal, co-founder and CTO of Aspiring Minds.

However, cognitive skills like inductive and deductive reasoning are unaffected by automation. Coupled with high demand, these skills will emerge as the most sought-after skills in coming times, the report added.

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