Switchboard Operators, Including Answering Service
AI replacement rate
80%This role is currently tracked with 6 timeline items plus a profile-based replacement estimate.
This role faces a high risk of AI replacement due to the repetitive nature of call routing and message handling, further exacerbated by significant advancements in AI voice intelligence capabilities.
Replacement trend
Aggregated from periodic refresh snapshots- 2026-04-2080%
Why this role is rated this way
Structural baseTasks such as routing calls, taking messages, and providing standard information are highly repetitive and governed by clear rules, making them ideal candidates for AI automation.
Recent developments in AI voice intelligence features, as highlighted by OpenAI's API updates, directly enhance AI's ability to understand, process, and respond to complex voice interactions, critical for switchboard and answering services.
The primary functions of an answering service, including handling routine inquiries and transcribing messages, are tasks where AI systems demonstrate high efficiency and accuracy.
AI excels at information transformation, such as summarizing call content, extracting key details, and looking up relevant data for callers, which are integral parts of an operator's role.
Timeline
Relevant news and cases, newest firstThe new features could be handy for customer service systems, but OpenAI says they have applications that work across a variety of other fields, including education and creator platforms.
Open originalOperate telephone business systems equipment or switchboards to relay incoming, outgoing, and intero. Median salary: $38k/year.
Open originalOperate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
Open originalOperate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
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Open originalOperate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. ... Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
Open original