Automation disconnect: New research finds 74% of Americans rarely or never worry that automation will take their jobs, but a majority think other professions are at risk
Feb 23, 2017
59% of Americans feel very secure and confident their job will still exist in 10 years

NEW YORK, Feb. 23, 2017 /PRNewswire/ -- LivePerson, Inc. (Nasdaq: LPSN), the leading provider of cloud mobile and online business messaging solutions, has released the results of new consumer research that examines how concerned people are about losing their jobs to automation, and their thoughts on what industries are most at risk.

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A new wave of bots, AI, and automated technologies is sweeping into widespread use, and research indicates they may be poised to displace millions of jobs. To understand how consumers view the impact of these technologies, LivePerson commissioned a survey of more than 2,000 US consumers and found a majority of consumers are not concerned about losing their own job to automation, but believe other industries and other jobs are at risk.

The full report is available for download at: Some key findings are included below.

  • Bots can't do my job: In spite of the media hype around automation replacing jobs, more than 46% of respondents reported they are not at all worried robots will replace them in the workforce and 58% feel very secure and confident their job will still exist in 10 years. In fact, most respondents believe the greatest threat to their job security is a struggling economy (36%). This is followed by not being paid well enough (21%), unhappy employees (15%) and overseas workers (10%). Automation came in fourth at 14%.
    However, consumers aren't dismissing the potential impact of automation completely. Acknowledging the threat automation poses to the workforce, 65% of respondents believe that other industries may be at risk but their job and industry are safe.
  • Bots can do these jobs: Consumers see manufacturing (68%), banking/accounting/financial services (52%), and customer service (52%) as the top three industries most at risk of automation in the next 20 years. As far as what particular jobs consumers think will disappear, factory worker (57%) and cashier (53%) topped the list. These were also the two top jobs consumers would trust a robot to perform. However, nearly 20% of consumers would not trust a robot to replace any job.
  • Are you prepared?: While more than 50% of respondents feel secure in their jobs, most reported they have taken some measures to increase their job security. 45% have taken a course to learn new skills, and 32% have attended conferences focused on professional development.

"We are seeing tremendous interest from large brands as we help them build out their bots strategy and integrate bots into their digital and customer care organizations, right alongside their human agents," said Rurik Bradbury, global head of communications and research at LivePerson. "We commissioned this research as part of an ongoing effort to more deeply understand the consumer perspective on bots."

This survey was commissioned by LivePerson and conducted online by independent research firm Survata. The survey interviewed 2019 US-based, currently-employed consumers, ages 18 and older between January 10, 2017 and January 12, 2017. Respondents received no cash compensation for their participation. More information on methodology can be found at

About LivePerson
LivePerson is the leading provider of mobile and online messaging business solutions, enabling a meaningful connection between brands and consumers. LiveEngage, the Company's enterprise-class, cloud-based platform, empowers consumers to stop wasting time on hold with 1-800 numbers, and instead message their favorite brands, just as they do with friends and family. More than 18,000 businesses, including Adobe, Citibank, EE, IBM, Orbitz, PNC, and The Home Depot rely on the unparalleled intelligence, security, and scalability of LiveEngage to reduce costs, increase lifetime value, and create stronger, more intuitive relationships with consumers.

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