Refer customers to appropriate personnel.

Refer customers to appropriate personnel. is a detailed work activity in O*NET — a concrete unit of work shared across 14 occupations and seen in 15 occupation-specific tasks. It rolls up into the broader work activity Assist others to access additional services or resources. in Assisting and Caring for Others .

Detailed work activities are the most granular shared layer in O*NET's work-activity hierarchy (Generalized → Intermediate → Detailed → occupation-specific task). The figures below describe how this activity shows up across the economy and what independent studies measure about AI and this kind of work — not a prediction that the work will be automated.

AI exposure

Of the 15 tasks under this activity that the OpenAI / Eloundou “GPTs are GPTs” study rated, 13 (87%) are flagged as directly exposed to language models (E1) or exposed via model-powered tools (E2).

The Anthropic Economic Index observes real AI use on 4 of these tasks, with a mean mapped-usage share of 0.011% per task.

Exposure estimates overlap with model capabilities — whether a model could speed the task up — not whether the work will be done by software. Observed AI use is augmentation and assistance today, not jobs replaced.

Member tasks

Occupation-specific tasks O*NET maps to this detailed work activity, most important first.

• Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts. · Switchboard Operators, Including Answering Service · importance 4.7 · no direct exposure
• Record guest comments or complaints, referring customers to managers as necessary. · Hotel, Motel, and Resort Desk Clerks · importance 4.6 · direct LLM exposure
• Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies. · Public Safety Telecommunicators · importance 4.5 · direct LLM exposure
• Greet visitors, ascertain purpose of visit, and direct them to appropriate staff. · Medical Secretaries and Administrative Assistants · importance 4.5 · exposure with tools
• Refer exporters to experts in areas such as trade financing, international marketing, government export requirements, international banking, or marine insurance. · Freight Forwarders · importance 4.5 · exposure with tools
• Initiate procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance. · Eligibility Interviewers, Government Programs · importance 4.4 · exposure with tools
• Refer patients to appropriate health care services or resources. · Patient Representatives · importance 4.4 · exposure with tools
• Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs. · Secretaries and Administrative Assistants, Except Legal, Medical, and Executive · importance 4.3 · exposure with tools
• Respond to complaints regarding mail theft, delivery problems, and lost or damaged mail, filling out forms and making appropriate referrals for investigation. · Postal Service Clerks · importance 4.3 · exposure with tools
• Refer customers to appropriate bank personnel to meet their financial needs. · New Accounts Clerks · importance 4.3 · exposure with tools
• Answer routine inquiries and refer patrons in need of professional assistance to librarians. · Library Assistants, Clerical · importance 4.3 · exposure with tools
• Refer unresolved customer grievances to designated departments for further investigation. · Customer Service Representatives · importance 4.1 · exposure with tools
• Answer customers' questions about services and charges, or direct them to customer service centers. · Meter Readers, Utilities · importance 3.9 · direct LLM exposure
• Investigate and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution. · Patient Representatives · importance 3.9 · exposure with tools
• Refer patrons to gaming cashiers to collect winnings. · Gambling Dealers · importance 3.9 · no direct exposure

Occupations that perform this

• Switchboard Operators, Including Answering Service
• Hotel, Motel, and Resort Desk Clerks
• Public Safety Telecommunicators
• Medical Secretaries and Administrative Assistants
• Freight Forwarders
• Eligibility Interviewers, Government Programs
• Patient Representatives
• Postal Service Clerks
• Secretaries and Administrative Assistants, Except Legal, Medical, and Executive
• New Accounts Clerks
• Library Assistants, Clerical
• Customer Service Representatives
• Meter Readers, Utilities
• Gambling Dealers

Sources for this page

Every figure above traces to a named public dataset and the exact release below — not hand-written opinion. See the full methodology for what each measure does and does not mean.

• O*NET 30.3 U.S. Department of Labor / National Center for O*NET Development
• Anthropic Economic Index v4 (2026-01-15) + v2 (2025-03-27) Anthropic
• “GPTs are GPTs” (Eloundou et al.) arXiv 2303.10130 OpenAI / academic

Data compiled June 2, 2026. Figures are estimates, not advice.

@misc{singulariki-refer-customers-to-appropriate-personnel,
  title  = {Refer customers to appropriate personnel.},
  author = {{Singulariki}},
  year   = {2026},
  note   = {O*NET 30.3; Anthropic Economic Index v4 (2026-01-15) + v2 (2025-03-27); “GPTs are GPTs” (Eloundou et al.) arXiv 2303.10130. Accessed June 7, 2026},
  url    = {https://singulariki.com/detailed-activities/refer-customers-to-appropriate-personnel}
}