Explain regulations, policies, or procedures.
Part of the output can be produced by software today.
Software drafts well and sends at volume, and vertical support agents now resolve a large share of inbound questions end to end. What does not transfer is the relationship, and the judgment about when a message should not be sent at all.
| How automatable | Partly automatable |
|---|---|
| Kind of work | Routine communication and explanation |
| Jobs that do it | 51 occupations |
| Tool categories that apply | Vertical agents, Builders, Generalist agents |
| O*NET activity | Interpreting the Meaning of Information for Others (4.A.4.a.1) |
What could do this work.
These are the categories of tool that address routine communication and explanation, with a few live examples from our landscape. We name the category rather than promise that a specific product does your specific task, because that promise would not be true.
Vertical agents
Builders
Generalist agents
Categories are matched from the kind of work, not from vendor marketing. Before committing to any of them, check that the tool can reach the system your record actually lives in. That connection, not the model, is where most of these projects stall.
Who does this work.
51 occupations in the O*NET database perform this activity. Each one has a full breakdown of its other tasks.
- Amusement and Recreation Attendants
- Animal Caretakers
- Appraisers and Assessors of Real Estate
- Baggage Porters and Bellhops
- Billing and Posting Clerks
- Captains, Mates, and Pilots of Water Vessels
- Correspondence Clerks
- Court, Municipal, and License Clerks
- Credit Counselors
- Economists
- Eligibility Interviewers, Government Programs
- Entertainment and Recreation Managers, Except Gambling
- Environmental Compliance Inspectors
- Equal Opportunity Representatives and Officers
- Executive Secretaries and Executive Administrative Assistants
- Exercise Trainers and Group Fitness Instructors
- First-Line Supervisors of Entertainment and Recreation Workers, Except Gambling Services
- First-Line Supervisors of Gambling Services Workers
- First-Line Supervisors of Helpers, Laborers, and Material Movers, Hand
- First-Line Supervisors of Material-Moving Machine and Vehicle Operators
- First-Line Supervisors of Office and Administrative Support Workers
- First-Line Supervisors of Passenger Attendants
- First-Line Supervisors of Personal Service Workers
- First-Line Supervisors of Security Workers
- Freight Forwarders
- Gambling Cage Workers
- Human Resources Assistants, Except Payroll and Timekeeping
- Human Resources Specialists
- Insurance Claims and Policy Processing Clerks
- Insurance Underwriters
- Interviewers, Except Eligibility and Loan
- Locker Room, Coatroom, and Dressing Room Attendants
- Mail Clerks and Mail Machine Operators, Except Postal Service
- New Accounts Clerks
- Passenger Attendants
- Patient Representatives
- Postal Service Clerks
- Postal Service Mail Carriers
- Probation Officers and Correctional Treatment Specialists
- Recreation Workers
- Recycling Coordinators
- Refuse and Recyclable Material Collectors
- Regulatory Affairs Specialists
- Reservation and Transportation Ticket Agents and Travel Clerks
- Social and Human Service Assistants
- Tax Examiners and Collectors, and Revenue Agents
- Tax Preparers
- Tellers
- Tour Guides and Escorts
- Transportation Inspectors
- Travel Guides
Work that goes with it.
O*NET groups these under “Explain regulations, policies, or procedures”. In practice they tend to be done by the same person, in the same sitting.
Method. The activity, its taxonomy placement and the occupations that perform it come straight from the public-domain O*NET 30.3 database. The automatability band is ours: we map each of O*NET’s 41 generalized work activities to how much of its output current software can produce, assuming a person still reviews and owns the result. It is a coarse three-way judgment on purpose. A precise-looking percentage here would be invented.