ADAPTOR · Step 1: Profile
Relationship Workers
Create value through direct human interaction with customers, clients, users, patients, or communities. Use this profile to identify activities and evidence for your Personal SWOT.
Typical activities
What this work contributes
This profile can show up in many job titles. Look for the activities you do and the outcomes people count on you to deliver.
- Customer service
- Account management
- Customer success
- Complaint handling
- Stakeholder engagement
Possible change
Where AI may affect the work
Routine interactions may move to chatbots, AI assistants, self-service portals, or automated workflows.
Whether that changes demand for the wider role depends on how the organisation uses the technology, what customers need, and who remains responsible for quality and outcomes.
Human contribution
What may still need your judgement
Trust, empathy, emotional intelligence, escalation handling, negotiation, service recovery, and relationship depth.
These qualities do not automatically determine the future of a role. They become useful evidence when you can connect them to a decision, result, relationship, or responsibility that matters in your work.
Apply this profile to your own work
A question to take into your Personal SWOT
Which interactions are routine and could be self-served? When does someone need you to understand their situation, handle an exception, rebuild trust, or stay accountable for a resolution?
Write down one example you have observed. Separate what happened from what you think it may mean, then consider how it fits alongside the other profiles in your role. Is it evidence of a Strength or Weakness in your current position, or an Opportunity or Threat around your work?
Next · Personal SWOT
Use your profile mix to examine your own position.
Set this profile alongside the other kinds of work in your role. Carry specific observations—not assumptions about the profile—into your Personal SWOT. From there, the framework helps you choose linked goals and actions.
Optional book support
Work through ADAPTOR with a guide beside you.
The complete framework is free to use on this site. Be an AI-Era ADAPTOR adds guided assessment, worked examples, practical coaching, and a companion workbook.