Key findings
GenAI is unlikely to automate blue-collar jobs like Telephone Operators.
Their work involves tasks that require skills such as reading comprehension, active listening, and critical thinking, which are hard for AI to replicate.
As the demand for premium services grows, so will the need for these workers.
While some job aspects may be automated in the future, Telephone Operators are shielded from major AI disruption.
Their role in assisting customers with billing requests and emergency calls, as well as aiding those with disabilities, will remain essential and irreplaceable.
How could AI or automation replace or complement job activities?
AI and automation could automate tasks like information ordering, digital data processing, and operations monitoring for Telephone Operators.
Chatgpt could assist in answering customer queries, suggesting alternate listings, and calculating service charges.
For example, Chatgpt could process customer inquiries, suggest directory listings, and calculate call charges efficiently.
Job description
Assist customers by looking up information in directories. Help with special billing requests, like charges to another party or refunds for wrong numbers. Can also handle emergency calls and assist those with disabilities in making phone calls.
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