Switchboard Operators, Including Answering Service
Office and Administrative Support Occupations- O*NET-SOC code
- 43-2011.00
Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
- Data source: BLSPublished: 2026-08
Very high· relative
LowFour relative bandsVery highGroup-level value
Scale, basis and source
Four relative bands (Low / Moderate / High / Very high)
831 detailed occupations in the BLS Employment Projections table. Assigned per National Employment Matrix (NEM) code, so occupations sharing a NEM code carry the same band
- Data source: AnthropicPublished: 2026-03
0.386
0.000Range of values carried here0.745Scale, basis and source
Observed exposure index, 0–1 as published
Mapped onto O*NET tasks
Published per SOC 2018 occupation; every O*NET occupation with the same SOC 2018 code carries this value
- Data source: ILOPublished: 2025
0.54
0.09Range of values carried here0.70Group-level value
Scale, basis and source
Generative AI exposure index, 0–1 as published
Published per ISCO-08 unit group. Linked to this occupation, wholly or in part, by applying U.S. Bureau of Labor Statistics crosswalks (ISCO-08 to 2010 SOC, 2010 SOC to 2018 SOC) as published
What kind of figure this source publishes
The BLS category is a relative rank, not an absolute level, and it is not a first-hand measurement: it groups an occupation's percentile ranks across several published studies into four bands. It is not an employment or wage forecast, not a probability of adoption, and it does not separate automation from augmentation.
Task-level exposure
Show 12 hidden tasks19 rated tasks · 14 tasks with β ≥ 0.5 (73.7%)
β = direct exposure (E1) + 0.5 × exposure when tools are available (E2), per the source repository's definition.
- Source unit: O*NET 27.2 tasks → O*NET 31.0 occupation code
- All rated tasks are in the O*NET 31.0 task list.
- Source
- OpenAI "GPTs are GPTs" exposure rubric
- Release
- gh-main-0471612
- License
- MIT License, Copyright (c) 2024 OpenAI
| Task (O*NET 20.1) | Claude.aiRaw / share % | APIRaw / share % |
|---|---|---|
Record messages, suggesting rewording for clarity or conciseness.43-2011.00 | 0.016960.1 | 0.016029.7 |
Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.43-2011.00 | 0.004716.7 | 0.00397.2 |
Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.43-2011.00 | 0.003512.5 | 0.006111.3 |
Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.43-2011.00 | 0.003010.7 | 0.013124.3 |
Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. | —0 | 0.006111.3 |
Monitor alarm systems to ensure that secure conditions are maintained. | —0 | 0.00539.9 |
Keep records of calls placed and charges incurred. | —0 | 0.00336.1 |
Values in this tab are predicted labels, not observations. Eloundou et al. (2023) published two rating regimes — human raters and GPT-4 — and the β shown here is derived from the GPT-4 rater basis alone; the same task can take a different value under the other regime. The unit and the meaning differ from the observed shares (%) in the other tabs, so do not place them on the same axis.
| Task (O*NET 27.2) | βE1 + 0.5 × E2 |
|---|---|
Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.O*NET Task ID 4630 | 1.0 |
Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.O*NET Task ID 4633 | 1.0 |
Relay or route written or verbal messages.O*NET Task ID 4634 | 1.0 |
Place telephone calls or arrange conference calls as instructed.O*NET Task ID 4635 | 1.0 |
Keep records of calls placed and charges incurred.O*NET Task ID 4639 | 1.0 |
Record messages, suggesting rewording for clarity or conciseness.O*NET Task ID 4640 | 1.0 |
Stamp messages with time and date and file them appropriately.O*NET Task ID 4641 | 1.0 |
Answer simple questions about clients' businesses, using reference files.O*NET Task ID 4642 | 1.0 |
Complete forms for sales orders.O*NET Task ID 4643 | 1.0 |
Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.O*NET Task ID 20427 | 1.0 |
Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.O*NET Task ID 4631 | 0.5 |
Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.O*NET Task ID 20429 | 0.5 |
Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.O*NET Task ID 20430 | 0.5 |
Place orders, such as for equipment, supplies, or catering for meetings.O*NET Task ID 20433 | 0.5 |
β = E1 + 0.5 × E2 · E1 = tasks where direct LLM access alone cuts time by at least 50%, E2 = tasks where software built on top of an LLM cuts time by at least 50%. Values take only 0 / 0.5 / 1.0.
Data sources & licenses — O*NET®, Anthropic Economic Index, Eloundou et al. (2023): see full notices on the Credits page
All O*NET 31.0 task statements (19)
All O*NET 31.0 task statements for this occupation (English, as published; task type core or supplemental). Exposure values are not listed here; they are in the table above, next to each task statement as worded in the O*NET version each source used.
| Task (O*NET 31.0) | Type |
|---|---|
| Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. | Core |
| Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. | Core |
| Page individuals to inform them of telephone calls, using paging or interoffice communication equipment. | Core |
| Relay or route written or verbal messages. | Core |
| Place telephone calls or arrange conference calls as instructed. | Core |
| Record messages, suggesting rewording for clarity or conciseness. | Core |
| Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules. | Core |
| Process incoming or outgoing mail, packages, or deliveries. | Core |
| Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes. | Core |
| Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location. | Core |
| Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts. | Core |
| Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash. | Core |
| Monitor alarm systems to ensure that secure conditions are maintained. | Supplemental |
| Contact security staff members when necessary, using radio-telephones. | Supplemental |
| Keep records of calls placed and charges incurred. | Supplemental |
| Stamp messages with time and date and file them appropriately. | Supplemental |
| Answer simple questions about clients' businesses, using reference files. | Supplemental |
| Complete forms for sales orders. | Supplemental |
| Place orders, such as for equipment, supplies, or catering for meetings. | Supplemental |
0.06/ 3· Robot exposure index
Scale, basis and source
Each physical task is graded 0–3 by the setting in which robots that have been deployed, sold or demonstrated could do it (0 none · 1 purpose-built robot settings such as a fenced machine cell or a bottling line · 2 structured facilities such as a hospital pharmacy or a container port · 3 unstructured settings such as a private home or a construction site), and the grades are averaged by share of working time
Physical tasks among this occupation's O*NET 29.3 tasks
Anthropic estimated the grades and time shares with Claude Opus 5 using web search, as of 2026.
The robot exposure index is a different measure from the AI exposure figures on this site and cannot be added to or compared with them. It does not measure actual adoption or cost, and 0 also covers occupations with no physical tasks.
Tier of each physical task
Robot environment tiers (E0–E3)
E0 noneDetails
Rated not doable by robots that have been deployed, sold or demonstrated, even in a purpose-built setting
E1 purpose-built robot settingsDetails
Rated doable in a setting built around the machine, such as a fenced machine cell or a bottling line
E2 structured facilitiesDetails
Rated doable in a human work facility that an institution keeps to a working standard, such as a hospital pharmacy or a container port
E3 unstructured settingsDetails
Rated doable in a setting that no institution keeps to a working standard, such as a private home or a construction site
Only tasks classified as physical are listed; other tasks have no tier in the source.
| Task (O*NET 29.3) | Robot environment tier |
|---|---|
| Process incoming or outgoing mail, packages, or deliveries. | E1 purpose-built robot settings |
| Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash. | E1 purpose-built robot settings |
Occupation information
Employment outlook (BLS)
- Employment, 2025
- 35K
- Projected employment, 2035
- 26K
- Change (2025–35)
- -26%
- Median annual wage, 2025
- $38,630
- Typical education needed for entry
- High school diploma or equivalent
Korea classification links (KSCO)
Links from the current release of the Korea Occupation Direct Crosswalk v1.1, made by AI Changing Work. Relation values are read from the O*NET-SOC occupation side.
| KSCO code | KSCO title | Relation | Status |
|---|---|---|---|
| 36124 | 전화교환 및 전화번호 안내원 | Same scope | confirmed |
Relation and status definitions(kr-direct v1.1)
ILO occupational description
AI Changing Work links the ISCO-08 unit groups below to this occupation by applying the U.S. Bureau of Labor Statistics crosswalks (2018 SOC to 2010 SOC, 2010 SOC to ISCO-08) as published, without case-by-case selection; each link may be whole or partial.
- ISCO-08 4223Telephone Switchboard Operators
The definition, tasks and examples below are the ILO's description of that unit group, not of this occupation.
Telephone switchboard operators operate telephone communications switchboards and consoles to establish telephone connections, receive caller inquiries and service problem reports, and record and relay messages to staff or clients.
Tasks
- (a) operating switchboards and consoles to connect, hold, transfer, and disconnect telephone calls;
- (b) making connections for outgoing calls;
- (c) dealing with telephone inquiries and recording messages;
- (d) forwarding messages to staff or clients;
- (e) investigating operating system problems and informing repair services.
Example occupations
Answering service operator · Telephone switchboard operator
Sources: ILO ISCO-08 — details: Credits
ESCO occupational vocabulary
Each entry below is matched to this occupation in the published ESCO-O*NET Crosswalk (version 1, 2022). The match types are that crosswalk's; the wording is AI Changing Work's.
- telephone switchboard operatorESCO 4223.1Same scope
Telephone switchboard operators establish telephone connections by using switchboards and consoles. They also answer customer inquiries and service problem reports.
- call centre agentESCO 5244.1This occupation is broader
Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
- emergency medical dispatcherESCO 4223.1.1This occupation is broader
Emergency medical dispatchers respond to urgent calls made to the control center, take information about the emergency situation, the address and other details and dispatch the nearest ambulance or paramedic helicopter.
- rail switchpersonESCO 8312.2This occupation is broader
Rail switchpersons assist in the tasks of the traffic controller. They operate switches and signals according to rail traffic control instructions, according to regulations and compliant with safety rules.
- hospitality establishment receptionistESCO 4224.1Overlapping, not the same
Hospitality establishment receptionists provide first point of contact and assistance to the guests of a hospitality establishment. They are also responsible for taking bookings, processing payments and giving information.
- receptionistESCO 4226.2Overlapping, not the same
Receptionists are responsible for the reception area of a business. They answer the phone, greet guests, pass information, respond to inquiries and instruct visitors. They are the first point of contact for clients and customers.
Source: European Commission, DG EMPL — ESCO API 2026-08-08 (bridge v1.2.1)
License: CC BY 4.0 (EU Reuse Notice)
ESCO reuse terms and the modification notice are in Credits.
France classification links (ROME)
AI Changing Work's links between this occupation and ROME 4.0 job profiles, judged with AI models. Relations are read from this occupation's side. Links marked “provisional” were adopted on the judgments of two judges from the same model family (Claude) alone, or by an operator rule applied to their judgments, so they rest on weaker evidence than confirmed links.
| ROME code | ROME title (French) | Relation |
|---|---|---|
| M1614 | Standardiste | Same scope |
| M1601 | Chargé / Chargée d'accueil | Related, not a match |
Source: France Travail — Répertoire Opérationnel des Métiers et des Emplois (ROME 4.0), version 61, last updated 15 June 2026 (https://www.data.gouv.fr/datasets/repertoire-operationnel-des-metiers-et-des-emplois-rome). Licence Ouverte 2.0.
ROME codes and titles are reproduced unchanged; the links to O*NET-SOC occupations are AI Changing Work's own judgment and are not a France Travail correspondence.
(AI Changing Work link release: fr-direct v1)
Spain classification links (CNO-11)
AI Changing Work's links between this occupation and CNO-11 occupations, judged with AI models. Relations are read from this occupation's side.
| CNO-11 code | CNO-11 title (Spanish) | Relation |
|---|---|---|
| 4423 | Telefonistas | Same scope |
Source: Instituto Nacional de Estadística (INE), National Classification of Occupations 2011 (CNO-11, Royal Decree 1591/2010) — www.ine.es · Licensed CC BY 4.0. CNO-11 codes and Spanish titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own judgment and are not an INE correspondence.
(AI Changing Work link release: es-direct v1)
Germany classification links (KldB)
AI Changing Work's links between this occupation and KldB occupations, judged with AI models. Relations are read from this occupation's side.
| KldB code | KldB title (German) | Relation |
|---|---|---|
| 71401 | Büro- und Sekretariatskräfte (ohne Spezialisierung) - Helfer-/Anlerntätigkeiten | This occupation is narrowerprovisional |
| 71402 | Büro- und Sekretariatskräfte (ohne Spezialisierung) - fachlich ausgerichtete Tätigkeiten | Related, not a matchprovisional |
Source: © Statistik der Bundesagentur für Arbeit — Klassifikation der Berufe 2010 – überarbeitete Fassung 2020, https://statistik.arbeitsagentur.de. KldB codes and titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own mapping (eigene Zuordnung) and are not a Bundesagentur für Arbeit correspondence.
(AI Changing Work link release: de-direct v1)
Japan classification links (JSCO)
AI Changing Work's links between this occupation and JSCO occupations, judged with AI models. Relations are read from this occupation's side.
| JSCO code | JSCO title (Japanese) | Relation |
|---|---|---|
| 256 | 電話応接事務員 | This occupation is narrowerprovisional |
| 254 | 受付・案内事務員 | Related, not a matchprovisional |
Source: Ministry of Internal Affairs and Communications (MIC), Japan Standard Occupational Classification (Dec. 2009, MIC Notification No. 555). JSCO codes and Japanese titles are reproduced unchanged; the links to O*NET occupations are AI Changing Work's own judgment and are not a MIC correspondence.
(AI Changing Work link release: jp-direct v1)
Sources, licenses and AI Changing Work's modification and translation notices for this page: Credits & sources