Will switchboard operators be replaced by AI?
Updated
Switchboard operators score 58 of 100 for AI exposure. AI can already do 41% of their task time. Another 22% gets faster with AI, and 37% still needs a person.
- 41% AI can do it
- 22% AI helps
- 37% Needs a person
High exposure
Higher than 88% of the 923 occupations we scored.
Task by task
We graded 19 tasks, listed here from most to least exposed. AI can do 8 of them today, speeds up 5 and leaves 6 to people.
| Task | AI exposure |
|---|---|
| Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules. Typing, proofreading and directory updates are routine AI work. | 82% AI can do it |
| Record messages, suggesting rewording for clarity or conciseness. AI transcribes and edits message wording well. | 75% AI can do it |
| Complete forms for sales orders. Filling sales order forms from source data is routine. | 75% AI can do it |
| Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes. Order taking, scheduling and faxes are routine digital tasks. | 70% AI can do it |
| Answer simple questions about clients' businesses, using reference files. Answering questions from reference files suits LLM assistants. | 70% AI can do it |
| Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. Voice AI receptionists already answer, route and take messages. | 68% AI can do it |
| Relay or route written or verbal messages. Routing messages digitally is well suited to AI. | 65% AI can do it |
| Keep records of calls placed and charges incurred. Call logs and charge records come from phone systems automatically. | 65% AI can do it |
| Place orders, such as for equipment, supplies, or catering for meetings. Online ordering is doable, but purchase approval needs a person. | 58% AI helps |
| Stamp messages with time and date and file them appropriately. Digital filing is automatable; physical stamping is minor. | 50% AI helps |
Show the other 9 tasks
| Task | AI exposure |
|---|---|
| Place telephone calls or arrange conference calls as instructed. Dialing and conference setup automate; live talk stays human. | 45% AI helps |
| Page individuals to inform them of telephone calls, using paging or interoffice communication equipment. Notification software handles paging; a person confirms delivery. | 35% AI helps |
| Monitor alarm systems to ensure that secure conditions are maintained. Dashboards can be watched by AI; accountability stays with staff. | 30% AI helps |
| Process incoming or outgoing mail, packages, or deliveries. Handling physical mail and packages needs someone on site. | 20% Needs a person |
| Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location. Live alarm monitoring and emergency calls need human accountability. | 18% Needs a person |
| Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts. Badge issuing and physical greeting need someone present. | 15% Needs a person |
| Contact security staff members when necessary, using radio-telephones. Radio calls to security need human voice and judgement. | 15% Needs a person |
| Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. Hands on equipment operation needs a person present. | 12% Needs a person |
| Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash. Physical cash collection and deposits need a person. | 10% Needs a person |
How switchboard operators compare
All occupations (923)
Office and administrative support (51)
Pay and outlook in the US
- Median pay
- $38,630 a year, May 2025
- People employed
- 34,280 in the US, May 2025
- Projected change in jobs
- -26.0% from 2024 to 2034
Skills to build
- Route emergency and code alarm calls to the right person
- Run live PBX switchboard consoles during peak call volume
- Handle cash collection and bank deposits with dual sign off
- Manage hotel guest requests in HotSOS service queues
- Issue visitor badges and keep logs in Microsoft Access
- Work radio-telephone calls to on-site security staff
Safer roles nearby
5 related occupations with lower scores.
Questions about switchboard operators and AI
Will AI replace switchboard operators?
Partly. About 4 in 10 working hours of a switchboard operator's day go to tasks AI can already do, mostly typing, directory updates and message editing. Live switchboard operation, emergency alarms and physical mail stay with people because they need someone present on site.
Which switchboard operator tasks is AI taking over?
Data entry and word processing carry the highest exposure score in this job at 82, covering phone directory updates, proofreading and schedules. Recording messages with suggested rewording scores 75, and voice AI receptionists already answer, route and take messages at 68.
Which switchboard operator tasks stay human?
Cash handling scores 10 on exposure, the lowest in this job, because collecting payments and making bank deposits need a person physically present. Monitoring emergency and code alarms scores 18 because live accountability for a call stays with a person.
How do switchboard operators stay valuable?
Move from taking messages to running live PBX consoles and HotSOS guest service queues. Take on emergency alarm routing, radio calls to security staff and cash handling with dual sign off. Train in Microsoft Access visitor logs and Outlook meeting room scheduling so the people-facing work stays with you.
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