Process customer request
How process customer request are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Process customer request is information-shaped — already within reach of AI delivery. The question here is not whether it shifts, but which tasks go first and who staffs the residual.
Why: With no seeded occupations, the score is based on the process description, which explicitly involves soliciting information from databases, categorizing requests, and routing them for support. This is pure knowledge and information processing work (triage and data entry), firmly placing it in the digital band.
grounded in the economy graph · digital scalar 0.85 · digital
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How the work flows
Trigger: A customer submits an inquiry, issue, or service request via a supported intake channel.
- Receive customer request via intake channel
- Gather context from databases and customer interactions
- Categorize the request type and determine supportability
- Prioritize the request against service level agreements
- Route the request to the appropriate resolution team
- Escalate unsupportable or complex requests
Outcome: The request is fully categorized, prioritized, and routed to the appropriate team for resolution or escalation.