Resolve customer complaints or answer customers' questions regarding policies and procedures.

“Resolve customer complaints or answer customers' questions regarding policies and procedures.” is a core task performed by First-Line Supervisors of Office and Administrative Support Workers. Among the occupation's 29 rated tasks, workers place it 28th by importance (#2 most important). About 87% of workers say it is relevant to their job.

This is a single occupation-specific task statement from O*NET. The figures below describe how central the task is to the job and what independent studies measure about AI and this kind of work — not a prediction that the task will be automated.

Work activities this task rolls up to

O*NET groups concrete tasks into broader work activities shared across many occupations.

• Explain regulations, policies, or procedures. in Interpreting the Meaning of Information for Others
• Respond to customer problems or inquiries. in Performing for or Working Directly with the Public

AI exposure

The OpenAI / Eloundou “GPTs are GPTs” study rates this task E2. Exposure with tools — software built on top of a language model (not the model alone) could cut the time by at least half.

Exposure measures whether a model could meaningfully speed the task up — it is an estimate of overlap with model capabilities, not a measure of whether the work will be done by software. The study's intermediate score (β) for this task is 0.50. Automation potential label: T3.

How AI is actually used on this kind of task

The Anthropic Economic Index observes how people actually use AI on tasks like this one across millions of real conversations.

• 0.023% share of AI-use records mapped to this task
• 23% of that use is work-related
• Most common interaction: directive
• Average autonomy of the AI: 3.4 (1–5; higher = more autonomous)
• 97% of interactions still needed a human in the loop

Observed AI use describes people choosing to use AI as a tool on this kind of task today. It is augmentation and assistance, not a measure of jobs replaced.

Working with AI vs. handing it off

Of the AI conversations mapped to this task, the split between people working alongside AI and people delegating the task to it.

How people interact with AI on this task

Other tasks in this occupation

• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. · importance 4.4
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. · importance 4.3
• Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance. · importance 4.2
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems. · importance 4.1
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff. · importance 4.1
• Recruit, interview, and select employees. · importance 4.0
• Interpret and communicate work procedures and company policies to staff. · importance 4.0
• Develop work schedules according to budgets and workloads. · importance 4.0
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action. · importance 4.0
• Train or instruct employees in job duties or company policies or arrange for training to be provided. · importance 4.0
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies. · importance 4.0
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management. · importance 4.0
• Compute figures such as balances, totals, or commissions. · importance 4.0
• Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes. · importance 3.9

See all tasks on the First-Line Supervisors of Office and Administrative Support Workers page.

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-task-9703,
  title  = {Resolve customer complaints or answer customers' questions regarding policies and procedures.},
  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/tasks/task-9703}
}