ISCO-08 4222
Contact centre information clerks
95.4%
ADI · 33rd of 433 · 95% interval 89.1–99.3
An AI agent can at least partly carry out 95.4% of the task time of contact centre information clerks, and finish 16.7% alone. The barrier that holds most of the rest back is access to the systems the work runs on.
ADI · partial or full95.4%
33rd of 433 · interval 89.1–99.3
ADI3 · full delegation16.7%
23rd of 433 · interval 6.9–30.0
ADIs · share of time65.4%
25th of 433 · interval 61.0–70.1
Evidence44
task statements rated by two models and weighted by importance and frequency. World employment: 16.6 million.
Task weight by level
How the tasks rate
L0No meaningful role · 0.7%L1Augmentation · 4.0%L2Partial delegation · 78.6%L3Full delegation · 16.8%
Barriers
What stops the agent
Share of task weight flagged by each barrier; a task can carry several.
44 task statements, heaviest first
| Task statement (O*NET occupation) | Sonnet · Haiku | Barriers | ||||
|---|---|---|---|---|---|---|
| Coordinate communication between patients, family members, medical staff, administrative staff, or regulatory agencies.Patient Representatives | 5.1% | L2 | L2L2 | 50% | 38 min | Accountability, Trust and care, Access to systems |
| Interview patients or their representatives to identify problems relating to care.Patient Representatives | 4.6% | L2 | L2L2 | 42% | 30 min | Trust and care, Access to systems |
| 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.Customer Service Representatives | 4.5% | L2 | L2L2 | 70% | 9 min | Trust and care, Access to systems |
| Refer patients to appropriate health care services or resources.Patient Representatives | 4.5% | L2 | L2L2 | 60% | 22 min | Trust and care, Access to systems |
| Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.Customer Service Representatives | 4.3% | L3 | L3L3 | 88% | 6 min | Access to systems |
| Maintain knowledge of community services and resources available to patients.Patient Representatives | 4.2% | L2 | L2L2 | 68% | 2.0 h | Access to systems |
| Check to ensure that appropriate changes were made to resolve customers' problems.Customer Service Representatives | 3.8% | L2 | L2L3 | 75% | 18 min | Access to systems |
| Explain policies, procedures, or services to patients using medical or administrative knowledge.Patient Representatives | 3.8% | L2 | L2L2 | 60% | 18 min | Trust and care, Access to systems |
| Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.Customer Service Representatives | 3.7% | L3 | L3L3 | 82% | 18 min | Accountability, Access to systems |
| Determine charges for services requested, collect deposits or payments, or arrange for billing.Customer Service Representatives | 3.6% | L2 | L2L2 | 68% | 10 min | Access to systems |
| Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.Customer Service Representatives · supplemental task | 3.5% | L2 | L3L2 | 75% | 15 min | Trust and care, Access to systems |
| Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.Customer Service Representatives | 3.4% | L2 | L2L3 | 72% | 15 min | Trust and care, Access to systems |
| Solicit sales of new or additional services or products.Customer Service Representatives · supplemental task | 3.4% | L2 | L2L3 | 68% | 10 min | Trust and care, Access to systems |
| Analyze patients' abilities to pay to determine charges on a sliding scale.Patient Representatives · supplemental task | 3.3% | L2 | L2L2 | 62% | 32 min | Trust and care, Access to systems |
| Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.Patient Representatives | 3.0% | L2 | L2L2 | 62% | 45 min | Accountability, Trust and care, Access to systems |
Show the other 29 tasks
| Task statement (O*NET occupation) | Sonnet · Haiku | Barriers | ||||
|---|---|---|---|---|---|---|
| Provide consultation or training to volunteers or staff on topics, such as guest relations, patients' rights, or medical issues.Patient Representatives · supplemental task | 3.0% | L2 | L2L2 | 52% | 1.8 h | Trust and care |
| Review insurance policy terms to determine whether a particular loss is covered by insurance.Customer Service Representatives · supplemental task | 2.9% | L2 | L2L2 | 72% | 30 min | Accountability, Access to systems |
| Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.Customer Service Representatives · supplemental task | 2.9% | L2 | L2L3 | 75% | 22 min | Access to systems |
| Refer unresolved customer grievances to designated departments for further investigation.Customer Service Representatives | 2.7% | L3 | L3L3 | 82% | 10 min | Access to systems |
| Collect and report data on topics, such as patient encounters or inter-institutional problems, making recommendations for change when appropriate.Patient Representatives · supplemental task | 2.5% | L2 | L2L2 | 60% | 1.8 h | Trust and care, Access to systems |
| Read current literature, talk with colleagues, continue education, or participate in professional organizations or conferences to keep abreast of developments in the field.Patient Representatives | 2.5% | L2 | L2L2 | 50% | 1.8 h | Trust and care, Access to systems |
| Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.Customer Service Representatives · supplemental task | 2.3% | L2 | L2L2 | 72% | 30 min | Access to systems |
| Identify and share research, recommendations, or other information regarding legal liabilities, risk management, or quality of care.Patient Representatives · supplemental task | 2.2% | L2 | L2L2 | 62% | 2.0 h | Trust and care, Access to systems |
| Teach patients to use home health care equipment.Patient Representatives · supplemental task | 2.1% | L1 | L1L1 | 28% | 38 min | Physical presence, Trust and care, Access to systems |
| Develop and distribute newsletters, brochures, or other printed materials to share information with patients or medical staff.Patient Representatives | 2.1% | L2 | L2L2 | 70% | 3.5 h | Physical presence, Accountability, Access to systems |
| Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.Customer Service Representatives · supplemental task | 1.8% | L2 | L2L3 | 68% | 1.5 h | Access to systems |
| Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.Receptionists and Information Clerks | 1.2% | L2 | L3L2 | 80% | 4 min | Access to systems |
| Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.Receptionists and Information Clerks | 1.1% | L1 | L1L2 | 28% | 4 min | Physical presence, Trust and care, Access to systems |
| Receive payment and record receipts for services.Receptionists and Information Clerks | 1.1% | L2 | L2L2 | 50% | 5 min | Physical presence, Access to systems |
| Schedule appointments and maintain and update appointment calendars.Receptionists and Information Clerks | 1.0% | L3 | L3L3 | 85% | 10 min | Access to systems |
| Calculate and quote rates for tours, stocks, insurance policies, or other products or services.Receptionists and Information Clerks · supplemental task | 1.0% | L3 | L3L3 | 82% | 12 min | Accountability, Access to systems |
| Analyze data to determine answers to questions from customers or members of the public.Receptionists and Information Clerks · supplemental task | 0.9% | L3 | L3L3 | 82% | 10 min | Access to systems |
| File and maintain records.Receptionists and Information Clerks | 0.8% | L2 | L2L2 | 62% | 25 min | Physical presence, Access to systems |
| Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.Receptionists and Information Clerks | 0.8% | L2 | L2L3 | 72% | 4 min | Physical presence, Access to systems |
| Transmit information or documents to customers, using computer, mail, or facsimile machine.Receptionists and Information Clerks | 0.8% | L3 | L3L3 | 88% | 10 min | Access to systems |
| Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.Receptionists and Information Clerks | 0.8% | L3 | L3L3 | 82% | 30 min | Access to systems |
| Keep a current record of staff members' whereabouts and availability.Receptionists and Information Clerks · supplemental task | 0.8% | L2 | L2L2 | 62% | 20 min | Trust and care, Access to systems |
| Collect, sort, distribute, or prepare mail, messages, or courier deliveries.Receptionists and Information Clerks | 0.7% | L1 | L1L2 | 35% | 25 min | Physical presence, Access to systems |
| Hear and resolve complaints from customers or the public.Receptionists and Information Clerks | 0.7% | L2 | L2L2 | 55% | 15 min | Trust and care, Access to systems |
| Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.Receptionists and Information Clerks | 0.7% | L0 | L0L0 | 4% | 15 min | Physical presence |
| Process and prepare memos, correspondence, travel vouchers, or other documents.Receptionists and Information Clerks · supplemental task | 0.6% | L3 | L3L3 | 82% | 25 min | Access to systems |
| Schedule space or equipment for special programs and prepare lists of participants.Receptionists and Information Clerks · supplemental task | 0.6% | L3 | L3L3 | 82% | 1.3 h | Access to systems |
| Enroll individuals to participate in programs and notify them of their acceptance.Receptionists and Information Clerks · supplemental task | 0.5% | L2 | L3L2 | 75% | 20 min | Access to systems |
| Take orders for merchandise or materials and send them to the proper departments to be filled.Receptionists and Information Clerks · supplemental task | 0.4% | L3 | L3L3 | 82% | 12 min | Access to systems |
Level: consensus of the two models (the lower level when they disagree). Share: part of the task’s working time an agent could take over. Human time: minutes a competent person needs for one instance, as estimated by the models.
Against other measures
Exposure is not delegation
| Measure | Value | Percentile | Pct |
|---|---|---|---|
| ADI (this index) | 95.4% | 93 | |
| Eloundou et al. (2024), GPT exposure β | 0.539 | 84 | |
| Felten et al. (2021), AI occupational exposure | 0.964 | 75 | |
| Webb (2020), AI patent exposure | 44.429 | 35 | |
| Eisfeldt et al. (2026), generative AI exposure | 0.546 | 91 | |
| Anthropic Economic Index, observed use | 0.382 | 96 |
Earlier indices measure whether AI can touch a task; ADI measures how much of it an agent can carry out from a goal. – : the source does not cover this occupation.
Same sub-major group (42)
Neighbouring occupations
| Occupation | ADI | % |
|---|---|---|
| Client information workers not elsewhere classified 4229 | 100.0 | |
| Debt-collectors and related workers 4214 | 95.8 | |
| Enquiry clerks 4225 | 92.9 | |
| Survey and market research interviewers 4227 | 87.9 | |
| Travel consultants and clerks 4221 | 85.4 | |
| Telephone switchboard operators 4223 | 82.9 | |
| Receptionists (general) 4226 | 82.3 | |
| Hotel receptionists 4224 | 71.5 | |
| Pawnbrokers and money-lenders 4213 | 57.0 | |
| Bank tellers and related clerks 4211 | 51.2 | |
| Bookmakers, croupiers and related gaming workers 4212 | 24.0 |
Dashed line: contact centre information clerks (95.4%).
Cite this record
Text
Espinal Maya, Cristian, and Santiago Jiménez Londoño. 2026. ADI v2026.1: Agent Delegability Index data, code and MCP server. Zenodo. https://doi.org/10.5281/zenodo.23552918. Record: Contact centre information clerks (ISCO-08 4222), https://balamlabs.org/adi/occupations/4222
BibTeX
@misc{espinal2026adidata,
title = {{ADI} v2026.1: Agent Delegability Index data, code and {MCP} server},
author = {Espinal Maya, Cristian and Jim{\'e}nez Londo{\~n}o, Santiago},
year = {2026},
publisher = {Zenodo},
version = {v2026.1},
doi = {10.5281/zenodo.23552918},
url = {https://doi.org/10.5281/zenodo.23552918},
note = {Record: Contact centre information clerks (ISCO-08 4222)}
}Machine-readable
The same record as static JSON, with its citation: /adi/v2026.1/isco/4222.json.