Will AI replace Telephone Operators?

AI can do 90% of the work Telephone Operators do at least twice as fast. People already use it for 1 of their 14 tasks, while 10 more are ready but barely used so far. 3 still need a person.

AI is already doing this1 · 11% of time

People already use AI for these tasks in real work, based on Anthropic's analysis of how Claude is used.

  • Perform clerical duties such as typing, proofreading, and sorting mail.Mostly automated11% of time

AI could do this next10 · 79% of time

AI can speed these up by at least half, but real use has not caught up yet. These are next in line.

  • Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.27% of time
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.19% of time
  • Observe signal lights on switchboards, and dial or press buttons to make connections.14% of time
  • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.7% of time
  • Update directory information.4% of time
  • Keep records of calls placed and received, and of related toll charges.3% of time
  • Provide assistance for customers with special billing requests.1% of time
  • Monitor automated systems for placing collect calls and intervene for a callers needing assistance.1% of time
  • Interrupt busy lines if an emergency warrants.1% of time
  • Promote company products, services, and savings plans when appropriate.1% of time

Still needs a person3 · 10% 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.

  • Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.4% of time
  • Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.3% of time
  • Provide relay service for users who are deaf or hard of hearing.3% 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.

Get my personal report

What this means

AI can already do almost all of this work at least twice as fast. Real use is still behind at 8 out of 100, so the change here is only getting started. Expect the role to shift toward deciding what to do, checking AI's work and owning the result.

What to do next

  • Do the 1 task AI is already handling with AI yourself. Your peers already are, and it is quickly becoming the baseline.
  • Get ahead on the 10 tasks AI could do next. These move as tools improve, so learning them early pays off.
  • Build on the 3 tasks that stay human. This is where your judgment, skill and relationships matter most.
Switchboard Operators, Including Answering Service71%Executive Secretaries and Executive Administrative Assistants90%Court, Municipal, and License Clerks88%Credit Authorizers, Checkers, and Clerks92%First-Line Supervisors of Office and Administrative Support Workers87%Billing and Posting Clerks87%

Get the weekly brief

One short email a week on how AI is changing work, including jobs like this one.

Check another job