Ready to Take the Next Step in Your Customer Service Career? Here are 10 New Jobs — Thanks to AI
![[Illustration] An AI agent with people in bubbles representing different customer service jobs](https://www.salesforce.com/blog/wp-content/uploads/sites/2/2025/01/jobs-AI-will-create-1500x844_60k-1.jpg?w=889)
Learn about exciting jobs AI is creating in customer service and get 3 tips to ace your next role.
AI is making waves across industries, and customer service is no exception. While there’s plenty of buzz about how it’s already transforming existing customer service roles, there’s another side to the story that’s just as exciting: the brand-new jobs AI is bringing to the table. These roles open up fresh opportunities for professionals who are ready to reshape their careers and customer service with the help of AI. Let’s look at some of the key jobs AI is creating in customer service, why they matter, and how you can get ready for them.
What you’ll learn:
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10 new customer service jobs created by AI
AI is transforming customer service management by improving how businesses interact with customers and creating exciting job opportunities. Here are 10 new roles:
AI customer experience strategist
One of the coolest new roles out there is the AI customer experience strategist. These pros create and roll out AI-powered strategies to make customer interactions more engaging and efficient. They dig into what customers need, study behavior patterns, and use tools like AI agents (think Agentforce for Service) and customer service analytics to create great customer service experiences. The goal? To make sure AI fits perfectly with your business goals to tailor the customer service experience. It’s a role that combines AI know-how with a strong understanding of what makes customers tick.
Conversational AI designer
As AI customer service agents become more intelligent, there’s a huge demand for conversational AI designers. These are the people who create the scripts, flows, and responses that AI agents use to interact with customers. But it’s not just about technical know-how — it’s also about creativity and strategy. Conversational AI designers create interactions that match your brand’s voice, while also feeling natural and engaging to your customers. By collaborating with linguists, UX designers, and engineers, they shape the agent’s “personality” and make sure its responses feel spot-on, turning everyday digital interactions into meaningful, enjoyable, and authentic customer experiences.
AI data analyst
Customer service produces a ton of data — customer feedback, interaction histories, customer service metrics, you name it. That’s where AI data analysts come in. They’re the ones who dive into all this data to uncover patterns about customer preferences, pain points, and emerging needs. By translating complex data into actionable insights, they help businesses improve their services, stay ahead of customer expectations, and keep customer satisfaction (CSAT) high.
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AI trainer for agents
Like your customer service reps, AI agents need ongoing training and a robust knowledge base to stay sharp and effective. This is where AI trainers step in. They ensure that AI agents operate smoothly by providing reliable data, monitoring performance, and refining processes based on customer and rep feedback. Their role is to keep the agents accurate, empathetic, and aligned with business goals. AI trainers also ensure that the AI agent’s tone, language, and responses connect with your customers. Bonus: Agentforce has the capability to self-learn from customer interactions — just like your reps.
Customer success AI specialist
Customer success AI specialists are about combining customer relationship skills with tech know-how. Their job is to help customers get the most out of AI-powered customer service tools like agents, from smooth implementations to ongoing support. They offer training, troubleshoot problems, and gather customer feedback to keep improving the tools. Plus, they act as the Voice of the Customer within the company, making sure the AI solutions actually meet user needs and deliver real value. They make sure AI tools are fully adopted and effective, boosting CSAT.
Ethical AI consultant
As AI becomes a bigger part of everyday life, the ethical side of things is getting more attention. Our research finds that only 42% of customers trust businesses to use AI ethically, down from 58% in 2023. That’s where ethical AI consultants come in. They make sure customer service AI tools are developed and used responsibly. Whether it’s addressing algorithm bias, protecting data privacy, or ensuring transparency in how AI is used, these consultants handle it all. By working with different teams across the organization, they create guidelines, knowledge base articles, and best practices for using AI ethically, helping your company earn and keep customer trust.
AI integration specialist
Bringing AI into customer service workflows takes planning. AI integration specialists are the ones who make sure AI tools fit smoothly into your existing systems like your CRM and processes. These specialists work closely with IT teams, customer service managers, and AI solution providers like Salesforce Service Cloud to ensure everything runs seamlessly, workflows get optimized, and disruptions stay minimal during roll-out. On top of that, they provide training and support to employees, helping everyone get comfortable with the new tech and ensuring a smooth transition to AI-driven systems.
Dig into our latest customer service research
High-performing organizations are using data, AI, and automation to deliver faster, more personalized service. Find out how in the 6th State of Service report
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Personalization expert
Our research shows that 81% of service professionals say customers expect a personal touch more than they used to. AI is great at analyzing customer data to create personalized experiences. Personalization experts use AI to design tailored customer experiences based on individual preferences, past behaviors, and predictive insights. They work with AI tools to deliver content, relevant offers (think upselling to maximize revenue), and services that connect with each customer on a personal level. This role blends analytical skills with creativity, as these professionals need to think strategically about how personalization can strengthen customer relationships and drive business growth.
AI support specialist
When companies introduce AI tools in customer service, they need dedicated pros to keep everything running smoothly. AI support specialists are the go-to for fixing technical issues, keeping an eye on customer service analytics, and making sure the AI tools are hitting customer service goals. Their day-to-day involves troubleshooting errors, updating AI models, and working with developers to make improvements. They’re critical for making sure AI systems stay reliable and continue providing value to both your business and customers.
Customer sentiment analyst
AI has the ability to gauge customer emotions and sentiment through text, voice, and behavioral data. Customer sentiment analysts specialize in interpreting these insights to figure out how customers are feeling about a company’s products, services, or customer service interactions. Their work helps shape customer service strategies, tackle issues, and strengthen emotional bonds with customers. This role is important for businesses that want to provide truly empathetic customer care. By using AI to understand customer satisfaction better, customer sentiment analysts help make real, meaningful improvements that keep customers coming back. (Back to top)
3 tips to prep for your AI-powered customer service role
Now that you’ve checked out these opportunities, here are three ways to set yourself up for success in your next customer service role:
- Join the Serviceblazer Community on Slack: Connect with fellow industry pros to exchange best practices for AI in customer service and learn what others are doing in their careers. Bonus: it’s a great way to network for your next job or find your next team member.
- Level up with Trailhead: Salesforce’s free online learning platform offers tons of self-paced learning opportunities. Start with the Artificial Intelligence for Customer Service module to grasp the basics, then dive into the Build Your First Agent with Agentforce module to gain hands-on experience with AI agents fast.
- Set job alerts and polish your LinkedIn profile: Keep an eye on opportunities and make sure your profile highlights your skills, experience, and education — especially the AI Associate credential which you can earn through Salesforce’s free AI for All initiative on Trailhead.
By following these steps, you’ll be on your way to excelling in an AI-powered customer service role, advancing your career, and really making a difference in customer experience. (Back to top)
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