Will telephone operators be replaced by AI?
Updated
Telephone operators score 58 of 100 for AI exposure. The largest share of their task time, 57%, is work AI speeds up while they stay in charge. AI can take over 29% outright, and 14% stays with people.
- 29% AI can do it
- 57% AI helps
- 14% Needs a person
High exposure
Higher than 88% of the 923 occupations we scored.
Task by task
We graded 14 tasks, listed here from most to least exposed. AI can do 4 of them today, speeds up 8 and leaves 2 to people.
| Task | AI exposure |
|---|---|
| Keep records of calls placed and received, and of related toll charges. Call logs and toll records are automatically generated data. | 85% AI can do it |
| Update directory information. Directory record updates are routine database entry work. | 80% AI can do it |
| Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information. Voice AI can answer directory questions from listings quickly. | 70% AI can do it |
| Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls. Paging is a simple software trigger, already largely automated. | 65% AI can do it |
| Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information. AI can suggest spelling variants; staff confirm caller intent. | 60% AI helps |
| Provide assistance for customers with special billing requests. AI can explain and process billing requests, but staff stay accountable. | 60% AI helps |
| Promote company products, services, and savings plans when appropriate. AI drafts offers well, but fit and timing need human judgement. | 55% AI helps |
| 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. Software routes most calls; emergency handling needs a live operator. | 50% AI helps |
| Perform clerical duties such as typing, proofreading, and sorting mail. Typing and proofreading are automatable; mail sorting is physical. | 45% AI helps |
| Monitor automated systems for placing collect calls and intervene for a callers needing assistance. Software watches collect calls; people handle callers needing help. | 45% AI helps |
Show the other 4 tasks
| Task | AI exposure |
|---|---|
| Observe signal lights on switchboards, and dial or press buttons to make connections. Routing is largely software; live monitoring still needs staff. | 35% AI helps |
| Provide relay service for users who are deaf or hard of hearing. Live relay needs real-time interpreting, accuracy, and confidentiality rules. | 30% AI helps |
| Offer special assistance to persons such as those who are unable to dial or who are in emergency situations. Helping callers in emergencies needs live human presence and care. | 20% Needs a person |
| Interrupt busy lines if an emergency warrants. Cutting into a live line needs urgent human judgement and authority. | 15% Needs a person |
How telephone operators compare
All occupations (923)
Office and administrative support (51)
Pay and outlook in the US
- Median pay
- $41,740 a year, May 2025
- People employed
- 3,430 in the US, May 2025
- Projected change in jobs
- -27.6% from 2024 to 2034
Skills to build
- Handle emergency calls in computer aided dispatch software
- Staff live relay calls for deaf and hard of hearing callers
- Process special billing requests such as third party charges
- Confirm listing spellings with callers who lack full details
- Audit toll record exceptions in Microsoft Excel
- Run video conference relay sessions for callers with disabilities
Safer roles nearby
3 related occupations with lower scores.
Questions about telephone operators and AI
Will AI replace telephone operators?
Partly. About 5 in 10 of a telephone operator's working hours go to tasks AI can already do, mostly call record keeping and directory updates. Emergency calls, relay service, and callers who need help dialing stay with people because they need live judgement and care.
Which telephone operator tasks is AI taking over?
Call logging and toll records lead the list with an exposure score of 85, because the data is generated automatically. Directory updates score 80 since they are routine database entry, and directory questions score 70 because voice AI can read listings quickly.
Which telephone operator tasks stay human?
Interrupting busy lines scores 15 and special help for callers in emergencies scores 20, because both need urgent human judgement and a live person present. Live relay for deaf and hard of hearing callers scores 30 because it needs real-time interpreting and confidentiality.
How can telephone operators stay valuable?
Move toward the work AI leaves behind. Learn computer aided dispatch software so you can route emergencies and stay on the line when a caller needs help. Build Microsoft Excel skills to audit toll charges and billing exceptions, and train on video conference relay sessions.
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Next steps for telephone operators
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