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How exposed to AI is a Switchboard Operators, Including Answering Service?

Of the 19 tasks O*NET lists for switchboard operators, including answering service, 8 could be done in half the time with a chat window today. 8 cannot be sped up at all. Here is which.

Exposure means published research judged an AI could halve the time a task takes, at the same quality. It does not mean the task stops needing a person. How to read this

Also called
CBX Operator (Computerized Branch Exchange Operator)Central Communications SpecialistCommunications OperatorCommunications SpecialistInformation SpecialistPBX Operator (Private Branch Exchange Operator)Switchboard Operator (SB Operator)Switchboard Receptionist (SB Receptionist)Telecommunications ClerkTelecommunications Operator
Reachable today Needs software built first Cannot be sped up
19
tasks rated for this occupation
3%
hold a degree, from a survey of 25
48k
people do this job in the US
39 of 51
least protected in office and admin

Every task, and what AI can do with it

These are O*NET's task statements for this occupation, exactly as written, sorted into the three bands by the ratings behind this report. Nothing has been reworded.

Reachable with a chat window today

8
  • Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary
  • Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location
  • Page individuals to inform them of telephone calls, using paging or interoffice communication equipment
  • Place telephone calls or arrange conference calls as instructed
  • Complete forms for sales orders
  • Answer simple questions about clients' businesses, using reference files
  • Stamp messages with time and date and file them appropriately
  • Keep records of calls placed and charges incurred

Only with software built on top

3
  • Relay or route written or verbal messages
  • Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules
  • Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes

Cannot be sped up

8
  • Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address
  • Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts
  • Record messages, suggesting rewording for clarity or conciseness
  • Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash
  • Process incoming or outgoing mail, packages, or deliveries
  • Monitor alarm systems to ensure that secure conditions are maintained
  • Contact security staff members when necessary, using radio-telephones
  • Place orders, such as for equipment, supplies, or catering for meetings
What this does not say

This is not a prediction about your job

Nobody surveyed an employer. Tasks are counted equally, so a percentage here is a share of the list rather than a share of your week. And the ratings were made in 2023, which makes every figure a floor rather than a ceiling.

It must never be used to select anyone for redundancy. The full limits are here.

Where to go next

This is the standard task list for the title. The useful next question is which of the tasks you actually do should go near AI, and which should not.

Sort your own tasks Read the full report

Exposure ratings from Eloundou, Manning, Mishkin and Rock, GPTs are GPTs: Labor market impact potential of LLMs, Science 384, 1306–1308, 2024, used under the MIT licence. This page includes information from the O*NET Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA), used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA. People Team AI has modified all or some of this information. USDOL/ETA has not approved, endorsed, or tested these modifications. Employment figures from the US Bureau of Labor Statistics.