What job roles are currently being replaced by AI Agents?

AI is changing Australia's workforce faster than ever. Here's what you need to know:

• Who’s impacted? Jobs like customer service, data entry, and technical writing are being automated. AI-powered tools are handling repetitive tasks, creating content, and even managing hiring processes.
• How big is the shift? By 2030, 10% of Australian workers may see 40% of their tasks automated. Businesses are investing heavily - A$3.6 billion in AI by 2025, with usage growing across industries.
• What’s next? While some jobs are being replaced, AI is also creating demand for new skills like data analysis, cybersecurity, and AI management. Upskilling is key for staying relevant.
• Challenges ahead: Consumers prefer human interaction in areas like customer service, and businesses must address ethical concerns and regulatory changes.

Quick Tip: Focus on skills AI can’t replicate - like emotional intelligence, creativity, and strategic thinking - to thrive in this evolving job market.

The jobs most likely affected by AI | The Business | ABC News

Job Roles Being Replaced or Changed by AI Agents

AI is reshaping industries across Australia, with some job roles seeing more dramatic changes than others. Here's a closer look at how AI is influencing specific positions in the workplace.

Customer Service Representatives

AI chatbots and virtual assistants are taking over routine tasks like answering common questions, checking account balances, and processing simple refunds. This shift has reduced the need for large customer support teams, allowing businesses to focus their human resources on more complex issues.

In February 2025, Zendesk reported that Australian companies using AI - referred to as "CX Trendsetters" - are reaping significant benefits. A striking 92% of these companies reported positive outcomes from integrating AI into their customer service operations. Freedom Furniture is one example, with its General Manager of Retail Operations, Stuart Cole, saying:

"More importantly, having access to AI is empowering our agents to build more human and personal connections with our customers as we strive to set a new benchmark for great customer service in the industry."

AI doesn't just handle customer queries; it also proactively engages with customers. For instance, it sends notifications about weather events, manages follow-ups after incidents, and handles low-value debt collection. In schools, AI supports enrolment reminders and exam result notifications, while non-profits use it to engage donors for membership renewals and seasonal campaigns.

However, AI isn't perfect. Country Road, a South African retailer, faced a challenge when its chatbot failed to properly address a customer complaint about a delayed outfit for a special occasion. The bot offered only a refund or credit, but when a human agent intervened, they recognised the emotional context and resolved the issue by arranging express delivery with a discount.

Interestingly, while 76% of Australian customer experience leaders believe that adopting AI at scale is critical for survival over the next five years, 81% of consumers surveyed said they'd rather wait to speak with a human than engage with an AI chatbot immediately.

Just as AI is redefining customer service, it's also transforming administrative roles.

Data Entry and Administrative Assistants

AI systems are now handling repetitive tasks like document processing, payroll management, and data entry with greater speed and accuracy than humans. This shift is especially evident in small businesses, where AI tools manage invoice processing and employee onboarding, tasks that once required dedicated staff.

According to research by ServiceNow, Australian organisations could save A$91.8 billion and automate 1.3 million full-time jobs over the next four years. Eric Swift, VP and Managing Director of ServiceNow Australia and New Zealand, highlighted the broader impact:

"The automation revolution has begun. In the next four years, we believe AI will become an essential tool for people across industries. Unlocking the huge economic and productivity gains will require businesses, governments, and individuals understanding what shifts will occur, and prioritising skills and using the right technology platforms to take advantage. This will help reverse declining Australian productivity, and it will also address skills shortages by freeing‑up talent to work in the most in‑demand areas."

From administrative tasks, AI's influence extends into content creation and technical writing.

Technical Writing and Content Generation

AI platforms are now capable of producing product manuals, procedural documents, and reports with speed and efficiency. These tools can create structured outlines, standardised descriptions, and foundational content that adheres to specific style guides.

Recent statistics reveal that 81% of university students and 62% of employees are using generative AI, with 43% applying it in their workplaces. Among those using AI at work, 80% report faster task completion, and 73% say it has improved the quality of their output.

For technical writers, AI assists by automating repetitive tasks, analysing data, and generating content at scale. It also helps with translating and localising documents, tagging and categorising content, and converting material into formats like DITA. Despite these advancements, human oversight remains vital to ensure that the final content is nuanced and tailored to specific industries and local requirements.

Effects on Professionals and Businesses

The rise of AI in Australian workplaces is reshaping how businesses function and how professionals navigate their careers.

Workforce Changes

AI is transforming the Australian job market by automating repetitive tasks and driving demand for new skill sets. By 2030, approximately 10% of the workforce - around 1.3 million Australians - could experience significant automation in their roles, with many seeing 20–40% of their tasks automated. Interestingly, higher-wage occupations may adopt automation at a faster rate, with generative AI increasing automation by 1.8 times in the highest wage quintile compared to 1.2 times in the lowest.

While automation is replacing some tasks, it's also creating opportunities in areas like data analysis, cybersecurity, and digital marketing. At the same time, soft skills such as communication, leadership, and empathy are becoming more sought after, with employers increasingly focusing on skills-based hiring. Work arrangements are also evolving, with over 60% of Australian workers expressing a willingness to leave their current roles for jobs offering greater flexibility. Remote and hybrid work models are quickly becoming the standard.

As these changes unfold, the legal and ethical frameworks governing workplaces are adapting to keep up.

Legal and Ethical Considerations

Australia's regulatory environment is evolving to address the challenges AI brings to workplaces. The government is exploring whether to classify all AI systems used in employment as "high-risk", which would subject them to stricter oversight. Legislative reviews are also looking to update the Privacy Act 1988 and the Fair Work Act 2009 to address risks associated with AI. These reforms aim to close gaps exposed by digital transformation, particularly around data privacy.

For businesses, transparency in AI-driven hiring and management decisions is now a legal requirement. Organisations must evaluate their processes to ensure AI decisions are explainable and backed by strong data governance. Since using AI for decisions that significantly affect individuals is considered a high privacy risk, companies are expected to conduct Privacy Impact Assessments and update privacy policies to clearly outline their use of AI. Employers must also consult workers on major workplace changes, reinforcing a collaborative approach to AI integration. These measures aim to protect employees while enabling businesses to adopt AI responsibly.

Upskilling and Redeployment Methods

In this rapidly changing landscape, upskilling is essential for both professionals and organisations. To thrive in an AI-driven workplace, individuals must focus on continuous learning, particularly in areas like AI management and data literacy. These skills help professionals work alongside AI, rather than being replaced by it.

Experts stress the importance of embracing these changes. Tom Pagram, Artificial Intelligence Leader at PwC Australia, highlights the potential for growth:

"AI isn't just changing work – it's creating new opportunities and career paths. The key is adapting."

Professor Joseph Ciarrochi from the Australian Catholic University echoes this sentiment, suggesting that career disruption can lead to reinvention:

"However, being displaced by technology does not signal the end of your career – it can be an opportunity for growth and reinvention."

Professor Angel Zhong from RMIT University advises professionals to focus on skills that AI struggles to replicate:

"Emphasise skills that AI cannot easily replicate, such as emotional intelligence, client relationship management, and strategic thinking."

For businesses, the priority should be on redeploying employees to higher-value tasks rather than replacing them. This allows teams to focus on innovation and client-facing activities. Organisations that resist these changes risk falling behind. A growth mindset and a willingness to adapt are crucial for staying competitive and thriving in this new era.

Using AI Agents in Technical Freelancer Hiring

AI is reshaping how businesses approach hiring, and its influence on technical freelancer recruitment is no exception. In Australia, companies are increasingly adopting AI-powered platforms to simplify and enhance their hiring processes. In fact, 45% of Australian businesses now incorporate AI into their recruitment strategies, making automated hiring a growing trend.

Improving Sourcing and Screening

AI agents are revolutionising the way businesses find and evaluate technical freelancers by automating tasks that traditionally consumed significant time and effort. These systems can sift through extensive networks of candidates, ranking them based on skills, experience, and specific hiring needs. It’s no surprise that 71% of recruiters in Australia report that AI tools make hiring faster and more efficient.

Take Talentblocks as an example. This platform uses AI to validate skills and apply dynamic filters, helping businesses find freelancers for roles like solution architecture, data engineering, and business analysis. Instead of relying on traditional criteria like education or location, Talentblocks focuses on verified competencies, ensuring a more accurate match.

AI doesn’t stop at sourcing candidates. It also crafts tailored job descriptions, personalises outreach messages, and manages scheduling. These features have been shown to increase outreach acceptance by 44% and automate up to 70% of administrative tasks. This allows recruitment teams to dedicate more time to engaging with candidates and planning strategically, rather than being buried in repetitive tasks.

Josh Bersin, a prominent HR industry analyst, highlights this shift:

"While Hiring Assistant is an efficiency tool, what it really does is free up recruiters to talk to candidates. Recruiters who are bogged down with drudgery can talk with hiring managers, improve employment brand, and get to know candidates and the job market better".

Platforms like Talentblocks also simplify scheduling and timesheet approvals, reducing administrative overhead and allowing businesses to focus on delivering projects efficiently.

But the benefits of AI extend beyond recruitment - it’s also changing how projects are managed once freelancers are on board.

Better Project Delivery

AI tools streamline project management by handling tasks like progress tracking, reporting, and routine communications. This frees technical professionals to focus on complex, high-value work such as solution architecture, data engineering, and strategic problem-solving.

The round-the-clock availability of AI tools is a game-changer, particularly for teams working under tight deadlines or across multiple time zones. By eliminating bottlenecks in project management, these tools ensure smoother workflows and faster delivery.

For technical freelancers, this means spending less time on administrative updates and more time on creative and challenging aspects of their projects.

Traditional vs AI-Supported Hiring Comparison

The efficiencies brought by AI translate into measurable cost and time savings when compared to traditional hiring methods.

The financial benefits are particularly striking - AI can reduce hiring costs by up to 58% compared to traditional methods. These savings can be redirected to areas like project delivery or business development. Additionally, AI’s ability to deliver ranked candidate lists in a matter of days significantly cuts down on the time spent manually screening applicants. This combination of speed, accuracy, and cost-effectiveness is driving Australian businesses to adopt AI-driven hiring processes, especially in the competitive technical freelancer market.

Adjusting to the Changing Workforce

As workplaces evolve with the rise of AI, organisations and professionals alike are being pushed to rethink strategies to keep up in this fast-changing environment.

AI adoption is moving at a rapid pace. By 2025, 83% of leaders are prioritising AI integration, and over 35% of businesses have already started testing automation. The real question is how quickly individuals and companies can adjust to these changes.

By early 2024, 72% of organisations had implemented AI in at least one area of their operations. However, there’s a gap in preparedness: 89% of respondents indicated their workforce lacked adequate AI skills, and only 6% of companies had begun meaningful efforts to upskill their teams.

Practical Methods for Professionals

For professionals, embracing AI means seeing it as a tool for collaboration rather than competition. Encouragingly, 68% of workers are open to retraining to stay relevant, and 71% of those who have upskilled report greater job satisfaction.

Developing AI literacy is a crucial first step. This involves understanding how AI works, learning to craft effective prompts, and critically evaluating AI-generated outputs. Dr Mark Esposito highlights the transformative potential of AI:

"If I can spend less time for things that are less meaningful by automating, I can, by contrast, find time for things that are more meaningful...We're really going to liberate people to move into more strategy, and I think this is where [AI] is a game changer… This is where we'll have to redefine a job, not in terms of the positional power, but on the functionality of strategy that you're covering."

Equally important are collaboration skills that align with automated systems. Adaptability and a commitment to continuous learning are no longer optional. Dr Esposito adds:

"Increased exposure deepens technological mastery. The more complex this becomes, the higher expectation we're going to have to train ourselves for that."

Professionals should evaluate their reskilling needs based on personal interests, career goals, and organisational priorities. Whether it’s through workplace initiatives, online courses, or community programs, the focus should be on identifying areas where AI can enhance - not replace - human contributions. By shifting from competition to collaboration with AI, workers can position themselves for long-term success.

Business Recommendations

While individuals adapt, businesses must also refine their strategies to align with the ethical and regulatory challenges of AI. For Australian companies, the key lies in balancing technological advancements with a focus on people. When implemented thoughtfully, AI can deliver substantial benefits - saving employees an average of 2.5 hours per day and helping 28% of business leaders globally achieve cost savings.

A strategic approach begins with mapping existing processes and identifying areas of inefficiency. Aamir Qutub, CEO of Enterprise Monkey, underscores the importance of this step:

"Companies that integrate AI don't fire employees. They free them up to do work that actually matters. And the time to act is now."

The emphasis should be on reshaping roles rather than replacing them. Joel Delmaire, Chief Product Officer at JobAdder, echoes this sentiment:

"AI is not about replacing people. It is about giving them back the time and focus to do the work that matters."

Establishing clear AI policies and governance frameworks is also critical. This includes addressing biases in AI systems, maintaining transparency with employees about AI usage, and ensuring human oversight in key decision-making processes.

Upskilling the workforce isn’t just a nice-to-have - it’s a strategic priority. Effective training programs should be integrated into daily workflows, making learning accessible and seamless. Companies can further encourage this by recognising and rewarding upskilling efforts, providing strong leadership support, and tailoring training to individual needs.

Measuring success involves both quantitative and qualitative metrics. Businesses can track tangible improvements like time saved, faster service delivery, and fewer errors, alongside softer measures such as employee engagement, customer satisfaction, and leadership alignment with AI initiatives.

Finally, as the legal and ethical landscape surrounding AI continues to shift, businesses must stay vigilant. Regular compliance checks and audits ensure AI systems operate as intended and align with evolving regulations. This not only safeguards the organisation but also builds trust with employees and customers alike.

Conclusion

AI is reshaping Australia's workforce at an incredible pace, driving changes across industries and redefining how work gets done.

Recent statistics highlight the scale of this shift. According to a 2024 Gartner poll, 59% of CEOs believe AI will have the most significant impact on their businesses over the next three years. About a third of them anticipate AI will boost worker productivity by over 15% within two years. Similarly, McKinsey estimates that by 2030, 30% of current U.S. jobs could be automated, with 60% experiencing major changes due to AI tools. While these figures are global, they directly influence Australia's evolving job market.

But this isn't just about machines replacing people. As digital strategist Stephen McClelland explains:

"AI is not just a tool for automating processes; it's a catalyst for business innovation and a gateway to new markets."

Viewed through this lens, AI becomes an enabler of human potential. Companies like Amazon have embraced this perspective, helping employees with minimal machine learning experience gain expertise through initiatives like their Machine Learning University program. Ericsson has followed a similar path, upskilling over 15,000 employees in AI and automation within three years. Striking this balance between leveraging automation and enhancing human skills is especially relevant for Australia's technical freelancer market.

For Australian professionals, the key to staying ahead lies in building AI literacy while honing uniquely human abilities such as critical thinking, creativity, and emotional intelligence.

Businesses, on the other hand, must take a thoughtful approach to this transition. This includes creating clear AI policies, investing in robust training programs, and ensuring open communication about AI’s role in their operations. As Ciaran Connolly from ProfileTree puts it:

"AI is not just about automation; it's about augmenting human capabilities to deliver a higher quality of service."

Interestingly, 88% of respondents in a recent survey admitted they don't trust their employers to help them navigate AI. Companies that prioritise trust-building through targeted training and support will not only unlock AI’s potential but also retain a skilled, motivated workforce.

These trends point to a future where the fusion of human creativity and AI's computational power becomes the norm. By focusing on collaboration rather than competition with AI, Australian businesses can tap into the technology's projected $15.7 trillion contribution to the global economy by 2030, all while keeping their workforce engaged and relevant.

FAQs

How can Australian workers prepare for the impact of AI on jobs?

Australian workers can get ahead in the age of AI by focusing on skills that machines struggle to replicate - like critical thinking, creativity, and emotional intelligence. These abilities are vital in roles where human judgement and meaningful connections make all the difference.

Taking the initiative to upskill or reskill is another smart move. Professional courses in areas like data analysis, AI ethics, or digital marketing can help workers stay ahead of the curve. On top of that, learning to use AI tools effectively can boost productivity and streamline tasks, showcasing an individual's ability to adapt to new technologies.

Adopting a mindset of lifelong learning is equally important. Staying curious and informed about industry trends will help workers remain valuable in a job market that's constantly being reshaped by AI.

What skills should I focus on to stay competitive in an AI-driven workforce?

To stay ahead in a workforce increasingly influenced by AI, focus on building skills that work alongside AI technologies and are less likely to be automated. These include abilities like critical thinking, creativity, emotional intelligence, and problem-solving. On the technical side, expertise in areas such as data analysis, machine learning, programming languages like Python and R, and cybersecurity can give you a competitive edge.

Improving your data literacy - the ability to interpret and use data effectively - will also be crucial as industries continue to embrace data-driven decision-making. At the same time, don’t overlook the importance of soft skills such as communication and teamwork, which are essential for roles requiring a human touch. By blending technical know-how with strong interpersonal abilities, you’ll be better prepared to thrive in a job market that’s constantly evolving.

What ethical and legal factors should Australian businesses consider when adopting AI technologies?

When integrating AI technologies, Australian businesses need to navigate several ethical and legal factors to ensure they’re using these tools responsibly. Here are some key areas to focus on:

• Fairness and non-discrimination: AI systems must be designed to minimise bias and ensure everyone is treated fairly and equally.
• Privacy and data security: Safeguarding sensitive personal and business information is a must, especially under Australian privacy laws.
• Transparency and accountability: Decisions made by AI should be explainable, with human oversight in place when needed.

Australia’s voluntary AI ethics principles highlight the importance of fairness, privacy, and security. These principles are reinforced by ongoing updates to regulations. Businesses must also comply with existing laws around privacy, intellectual property, and anti-discrimination. By addressing the broader societal impacts of AI and ensuring it aligns with their core values, organisations can adopt AI responsibly while maintaining trust and sustainability.