Clerical support workers · code 4222
Contact centre information clerks
AI voice agents are taking many of these calls. The difficult ones still need a person.
AI could take a fair chunk of all six tasks: logging requests, sending documents, taking payments and passing work along. With nothing safely out of reach, it scores second lowest of the twenty.
What they actually do (and what else they get called)
Contact centre information clerks provide advice and information to clients, respond to queries regarding a company’s or an organization’s goods, services or policies, and process financial transactions using the telephone or electronic communications media such as email. They are located in premises that may be remote from clients or other operations of the organizations or companies about whom information is provided. Tasks include - (a) dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints; (b) identifying requirements and entering events into a computer system; (c) dispatching tasks to other units, when relevant; (d) invoicing or handling payments, where necessary; (e) sending letters, information sheets and other documents to clients; (f) advising clients of additional products or services. Example of the occupations classified here: - Customer contact centre information clerk Some related occupations classified elsewhere: - Telephone operator - 4223 - Market research interviewer - 4227 - Call centre salesperson - 5244 - Customer contact centre salesperson - 5244 - Telemarketing salesperson - 5244 Note Only workers who respond to requests for information and/or handle straightforward transactions are classified in Unit Group 4222: Contact Centre Information Clerks. Those who provide specialized services, such as travel consultants, are classified in the relevant specialized group whether or not they are located in customer contact centres.
- customer contact centre information clerk
Job titles from the EU's ESCO list. Search for any of them on the jobs page and you'll end up here.
42 / 100
Changing significantly
AI could do a real share of the everyday tasks. The job is changing shape, not vanishing.
Not the odds you keep your job. It's how much of the everyday work still needs a person, out of 100.
The ILO's official verdict: Exposed: Gradient 3
411 of 427 for holding up against AI
Not quite your week? Make it yours ↓
Why this score?
The ILO rated each of this job's 6 tasks for how much of it AI could do. They average 58.1 out of 100, so it holds up at 100 − 58.1 = 41.9.
That's the whole sum. No black box, no secret sauce: you can check it against the ILO's study. ILO group “Exposed: Gradient 3”: Most of the tasks are affected.
This job rates 28.8 out of 100 for how hands-on it is. The score above only looks at AI tools, not robots, but for work this far from the physical that matters less.
from the source Working Paper 140, Generative AI and Jobs 2025 index data 0.8-observed-use
Man v Bot · compare
Who holds up better?
Contact centre information clerks 42
vGo on, try your partner's job. Or your sibling's. We won't tell.
Man v Bot
Where the bot helps, and where the human wins
Bot
What AI takes
The routine stuff. You may not miss it.
- Routine calls and questions.
- Logging requests.
- Payments.
Man
What people still do better
Judgement, trust and skilled hands. Hard to download.
- Complex complaints.
- Vulnerable customers.
- Exceptions.
Both
What's arriving
New work that only exists because the AI does.
- AI voice agents.
- Supervising AI conversations.
- Smaller contact centres.
Written by a human, from the ILO's task ratings below. Yes, we see the irony. Read it as one person's take.
Meet your two rivals
They're not the same machine. AI software can only reach the parts of a job done on a screen or in words. A chatbot can't climb a ladder. A robot might, one day, if it doesn't fall off.
The AI
Lives in a screen. Never had to fix a boiler.
Threat level: High
75 could do without you
It could take over a lot of this job on its own. It could help with 73 of 100.
The robot
The wildcard. Has hands, still working out stairs.
How much it matters here: Lower
29 how hands-on
Not much of this job needs hands, so the robot can sit this one out.
So could a robot do the physical part?
Less than half of this job is hands-on. Robots still matter, but for a smaller part of the work, so we don't sort it any further.
Robots hate fiddly work in awkward spaces. On that measure, this job scores 18 out of 100. The higher it is, the longer the robot waits.
hands-on
and cramped
Kind of hands-on work Less than half hands-on
The small print
They aren't a robot score, and nothing on this page is. Nobody measures how far robots have got well enough to put a number on it. These are the closest thing we have: how hands-on the job is, and how much fiddly, cramped work it takes, which is what Frey and Osborne found hardest for machines.
From O*NET, averaged across 2 US jobs .
finger skill 29.5 · hand skill 21.4 · cramped spaces 2 · averaged · rule: hands-on under 50
estimated O*NET 31.0 BLS occupational crosswalk chain ISCO-08 to 2010 SOC (Aug 2012, rev. Jun 2015); 2010 to 2018 SOC (Nov 2017); O*NET-SOC 2019 taxonomy data 0.8-observed-use measures chosen by Frey & Osborne (2017) · the grouping is a sorting, not a measurement
The job, task by task
Every job is really a bundle of tasks. Here's this one unpacked, with how much of each AI could do, out of 100. The score is the average, and averages can hide a lot.
AI's favourite task here scores 66, against an average of 58. The bigger the gap, the more lopsided the job: some of it wide open to AI, some of it barely touched.
- 66
Sending letters, information sheets and other documents to clients
Medium - 63
Identifying requirements and entering events into a computer system
Medium - 61
Invoicing or handling payments, where necessary
Medium - 56
Dealing with incoming calls and messages from clients, whether to answer queries, handle calls for service or sort out complaints
Medium - 52
Dispatching tasks to other units, when relevant
Medium - 52
Advising clients of additional products or services.
Medium
6 tasks · the High to Very Low labels are the ILO's
from the source Working Paper 140, Generative AI and Jobs 2025 index data 0.8-observed-use
New · the weekly task audit
Your week, your score
The score above assumes contact centre workers spend the same time on every task. You don't. Slide each task to how much of your week it takes, and we'll re-weight the same ILO ratings to fit your job.
- Some
- Some
- Some
- Some
- Some
- Some
Your score
42 / 100
Same as the job as a whole, so far.
Move the sliders to make it yours.
The job as a whole: 42 / 100
Link copied.
Nothing you enter leaves your browser. The link just carries your slider positions.
Sidekick or replacement?
A tool that makes you faster is a very different thing from one that does the task while you watch. Jobs and Skills Australia measured the two separately, which is handy.
- AI helps you
- 73
- AI does it for you
- 75
Replacement wins, by 2 points. That's rare.
How good a match is this?
One Australian job matches this one closely, so this is about as reliable as it gets here.
estimated Our Gen AI Transition (Gen AI Capacity Study) September 2025 detailed data release data 0.8-observed-use matched to Australian jobs 5411
Meanwhile, in real life…
Everything else here is about what AI could do. This is what people actually did. When they asked Claude for help with this kind of work, did they hand the whole task over, or roll their sleeves up and work through it together?
Out of every 100 conversations
worked through it together handed it over
The small print
Anthropic publishes this about its own product, and it doesn't feed into any score here. These are people who use Claude, not workers in general, so little use here doesn't mean AI can't reach the job. This job makes up 0.44% of the conversations.
The data is sorted by US job, and this one matches 2 of them. We've combined them, counting each by how often it comes up in the conversations, so the busiest one counts most.
These two add up to 100. The bars elsewhere on the page don't, because each is scored on its own, so we don't put them side by side.
observed use Anthropic Economic Index release 2026-06-26, period beginning 2026-05-01 data 0.8-observed-use 2026-05-01 · Anthropic, about its own product
So, should contact centre workers be worried?
Short answer: not worried, but paying attention. The job is changing.
Yes, this is one of the most exposed jobs. Sending documents, logging requests, payments, handling calls, dispatching and upselling are all rated Medium. AI voice and chat agents are taking on routine calls, so remaining roles lean towards complex cases.
Worth remembering: we score tasks, not jobs. When AI takes on a task, the job usually reshuffles around it rather than vanishing.
Where this job could lead
How are the neighbours doing?
There are 29 jobs in the “Clerical support workers” family, averaging 47. This one is below the family average.
- Stock clerks 63
- Filing and copying clerks 63
- Mail carriers and sorting clerks 59
- Client information workers not elsewh… 58
- Debt-collectors and related workers 57
- Production clerks 56
- Bookmakers, croupiers and related gam… 55
- Library clerks 54
- Pawnbrokers and money-lenders 52
- Transport clerks 51
- Hotel receptionists 49
- Coding, proof-reading and related cle… 49
- Telephone switchboard operators 46
- Survey and market research interviewe… 45
- Travel consultants and clerks 45
- Receptionists (general) 44
- Enquiry clerks 43
- Secretaries (general) 42
- Bank tellers and related clerks 42
- Scribes and related workers 42
- General office clerks 41
- Personnel clerks 40
- Payroll clerks 39
- Clerical support workers not elsewher… 37
- Accounting and bookkeeping clerks 36
- Statistical, finance and insurance cl… 36
- Typists and word processing operators 35
- Data entry clerks 30
A closer look
There is a written profile for a job in this group.