Will AI replace Switchboard Operators, Including Answering Service?
AI can do 71% of the work Switchboard Operators, Including Answering Service do at least twice as fast. People already use it for 4 of their 19 tasks, while 8 more are ready but barely used so far. Robots can technically handle 2 physical tasks. 5 still need a person.
AI is already doing this4 · 51% of time
People already use AI for these tasks in real work, based on Anthropic's analysis of how Claude is used.
- Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.Mostly automated37% of time
- Record messages, suggesting rewording for clarity or conciseness.Mostly automated6% of time
- Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.Mostly automated4% of time
- Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.Mostly automated4% of time
AI could do this next8 · 20% of time
AI can speed these up by at least half, but real use has not caught up yet. These are next in line.
- Relay or route written or verbal messages.4% of time
- Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.4% of time
- Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.3% of time
- Place telephone calls or arrange conference calls as instructed.3% of time
- Keep records of calls placed and charges incurred.1% of time
- Stamp messages with time and date and file them appropriately.1% of time
- Answer simple questions about clients' businesses, using reference files.1% of time
- Complete forms for sales orders.1% of time
Robots can technically do this2 · 6% of time
Physical tasks that today's robots can perform in at least some settings. Robots are cost competitive for very few tasks so far, so this change moves slower.
- Process incoming or outgoing mail, packages, or deliveries.Robots: purpose built settings4% of time
- Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash.Robots: purpose built settings1% of time
Still needs a person5 · 23% of time
No real AI use, no proven AI speedup and no robot that can do it yet. This is the part of the job to build on.
- Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.13% of time
- Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.6% of time
- Monitor alarm systems to ensure that secure conditions are maintained.1% of time
- Contact security staff members when necessary, using radio-telephones.1% of time
- Place orders, such as for equipment, supplies, or catering for meetings.1% of time
Your week is not the average
Describe what you actually do and get a personal report: your own tasks, what AI can already do, what stays yours and a 90 day plan.
What this means
AI can do most of this work faster, but a real part of the job still needs a person. People in this job already use it heavily. The people who learn which tasks to hand off will pull ahead.
What to do next
- Do the 4 tasks AI is already handling with AI yourself. Your peers already are, and it is quickly becoming the baseline.
- Get ahead on the 8 tasks AI could do next. These move as tools improve, so learning them early pays off.
- Keep an eye on the 2 physical tasks robots can technically do. Cost keeps most robots out of work today, so this shift is slower.
- Build on the 5 tasks that stay human. This is where your judgment, skill and relationships matter most.
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