Will AI replace Switchboard Operators, Including Answering Service?

Many of your tasks are within reach of AI. The role will change, so it pays to act now.

Task exposure to today's AI

59/100

High exposure

This is the occupation's typical task mix. Your own score can be up to 30 points higher or lower depending on how you work: routine share, people contact, judgment and how much you already use AI.

Get your personal score

Will AI replace Switchboard Operators, Including Answering Service?

Not entirely. Today's AI tools can take on about 59% of the typical work in this occupation, mostly: answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. The parts that stay human include: Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.; 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..

People who learn to use AI for the automatable parts keep the edge. The 3-phase plan below shows where to start.

Which tasks AI can take on

The largest tasks in this occupation, their share of the working week, and how much of each today's AI tools can do.

TaskAutomatable

Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.AI already used 78%

Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.AI already used 68%

Relay or route written or verbal messages. 65%

Record messages, suggesting rewording for clarity or conciseness.AI already used 50%

Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. 40%

Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts. 15%

+ 13 more tasks (30% of the week) in the full test.

Your human edge

Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
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.

AI tools to try

Microsoft 365 Copilot or Google Gemini for WorkspaceChatGPT / Claude for emails and documentsAutomation tools (Power Automate, Zapier, Make)

Related roles

A 3-phase AI learning plan

Phase 1

Automate the routine

Emails, letters and documents from templates with AI.
Data entry and extraction from forms and PDFs.
Spreadsheet work with AI help.

Project

Build an AI-assisted message template set for your 15 most common call types and use it to cut average message-writing time per call by 30 seconds.

Phase 2

Workflows across tools

Connect email, forms and spreadsheets with no-code automations.
Checks and controls on automated steps.
Document how each workflow works.

Project

Connect your visitor log form to a spreadsheet and auto-email the escort employee, with a daily check report flagging missing sign-outs, and document the workflow in one page.

Phase 3

From doing to coordinating

Become the person who maintains the team's automations.
Train colleagues.
Look at roles in operations, coordination or process improvement.

Project

Train two colleagues to run your call-routing and visitor automations, hand over a maintenance checklist, and track errors before and after for two weeks.

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