Key findings
Switchboard operators, including answering service workers, operate telephone systems to manage calls and interoffice communication.
They provide information to callers and take messages.
GenAI is unlikely to automate these blue-collar jobs due to the physical nature of the tasks and the increased demand for premium services.
While some skills of switchboard operators may be automated in the future, their work will remain shielded from major AI disruption.
The unique GenAI automation wave will impact but not transform the work, ensuring the continued relevance and income share of blue-collar workers in this field.
How could AI or automation replace or complement job activities?
AI and automation could automate tasks like operating communication systems, answering calls, transferring messages, monitoring alarms, updating directories, and processing data for Switchboard Operators.
For example, AI could efficiently route calls, manage schedules, and handle basic inquiries, enhancing operational efficiency.
Job description
Operates telephone systems to manage incoming and outgoing calls, as well as interoffice communication. Provides information to callers and takes messages when needed.
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