Switchboard Operators, Including Answering Service
Also called: CBX Operator (Computerized Branch Exchange Operator), Communications Specialist, PBX Operator (Private Branch Exchange Operator), Switchboard Operator (SB Operator)Operate telephone business systems equipment or switchboards to relay incoming, outgoing, and interoffice calls. May supply information to callers and record messages.
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What the data says: AI could halve the time on 11 of its 19 tasks, and jobs are projected to shrink 26.0% by 2035. In the most exposed occupations, the squeeze shows up first among early-career workers. How to think about this →
About this projection
BLS builds AI into its projections where the research supports it: “BLS generally applies adjustments based on this research conservatively, where there is convincing evidence for a change.”
It also notes a limit: “BLS projection methods are not designed to capture extremely rapid technological change.”
On its AI exposure groups, BLS says exposure “does not imply job loss.”
Recent conditions
- In 2024, 0.9% of people in this work were unemployed, against 3.8% across all occupations Census ACS 2024
- From Sep 2025 to Aug 2026, 5.0 hires for every 10 job openings in health care and social assistance, which employs about 53% of people in this work, against 7.3 across all industries BLS JOLTS
One box per opening, filled for each hire; hires beyond the openings are added in a lighter shade. Higher can mean openings get filled, or that people leave often; lower, that jobs go unfilled, or hiring is slow.5.0 this industry7.3 all industries
Median pay by state BLS OEWS May 2025, state estimates
Tap a state for its figures.
Median pay in every state
| State | Median | Middle half earn | Jobs |
|---|---|---|---|
| Alabama | $32,210 | $30,160 to $34,510 | 680 |
| Alaska | $37,690 | $34,300 to $40,630 | not published |
| Arizona | $40,380 | $37,970 to $44,320 | 380 |
| Arkansas | $35,290 | $31,090 to $39,040 | 260 |
| California | $48,840 | $41,600 to $65,600 | 6,680 |
| Colorado | $43,720 | $39,650 to $45,900 | 320 |
| Connecticut | $38,380 | $35,100 to $50,450 | 180 |
| Delaware | $35,980 | $31,200 to $41,900 | 180 |
| District of Columbia | $54,700 | $47,510 to $61,580 | 230 |
| Florida | $35,410 | $33,370 to $37,800 | 3,090 |
| Georgia | $39,490 | $36,070 to $43,710 | 780 |
| Hawaii | $59,860 | $47,900 to $64,910 | 410 |
| Idaho | $38,000 | $33,280 to $38,770 | 70 |
| Illinois | $42,660 | $38,330 to $46,150 | 1,240 |
| Indiana | $36,860 | $32,080 to $42,830 | 380 |
| Iowa | $38,400 | $36,600 to $42,580 | 210 |
| Kansas | $38,760 | $36,390 to $42,920 | 180 |
| Kentucky | $37,590 | $35,050 to $41,370 | 370 |
| Louisiana | $35,890 | $28,330 to $39,060 | not published |
| Maine | $43,350 | $39,940 to $45,680 | 100 |
| Maryland | $37,080 | $35,800 to $41,720 | 650 |
| Massachusetts | $43,790 | $38,550 to $48,260 | 830 |
| Michigan | $37,390 | $34,910 to $40,400 | 370 |
| Minnesota | $47,430 | $42,970 to $55,530 | 200 |
| Mississippi | $30,520 | $27,420 to $34,980 | 200 |
| Missouri | $37,130 | $34,820 to $39,460 | 640 |
| Montana | $36,270 | $35,310 to $40,810 | 110 |
| Nebraska | $37,570 | $35,250 to $41,130 | 180 |
| Nevada | $38,070 | $34,220 to $42,570 | 650 |
| New Hampshire | $44,210 | $39,300 to $47,410 | 100 |
| New Jersey | $40,430 | $38,080 to $47,340 | 660 |
| New Mexico | $37,710 | $34,650 to $44,320 | 220 |
| New York | $45,330 | $38,430 to $54,480 | 1,760 |
| North Carolina | $38,520 | $34,180 to $43,420 | 690 |
| Ohio | $36,350 | $33,230 to $38,900 | 990 |
| Oklahoma | $35,280 | $31,470 to $37,440 | 480 |
| Pennsylvania | $36,890 | $28,890 to $41,760 | 1,350 |
| Puerto Rico | $24,960 | $22,060 to $30,340 | 560 |
| Rhode Island | $39,850 | $37,140 to $47,020 | 130 |
| South Carolina | $34,010 | $30,780 to $37,500 | 480 |
| Tennessee | $35,550 | $30,150 to $38,870 | 680 |
| Texas | $33,620 | $29,160 to $37,010 | 3,640 |
| Utah | not published | not published | 50 |
| Vermont | $42,630 | $40,220 to $46,320 | 70 |
| Virginia | $36,730 | $34,420 to $40,200 | 610 |
| Washington | $47,800 | $41,040 to $52,870 | 430 |
| West Virginia | $37,430 | $30,870 to $41,080 | 110 |
| Wisconsin | $40,030 | $38,180 to $46,040 | 550 |
Nationally: $38,630. Shades run from the lowest state median to the highest; a territory below that range takes the lightest. How to read this
How AI touches the work
What AI could speed up, task by task, and where people already use it.
AI could halve the time on 11 of its 19 tasks
| AI rating | Its main tasks | Share of Claude conversations May 2026 |
|---|---|---|
| Not much | Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address. | Not published |
| AI alone | Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary. | Not published |
| AI + software | Relay or route written or verbal messages. | under 0.01% |
| AI alone | Page individuals to inform them of telephone calls, using paging or interoffice communication equipment. | Not published |
| Not much | Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts. | Not published |
| AI + software | Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules. | under 0.01% |
See all 19 tasks
| AI alone | Place telephone calls or arrange conference calls as instructed. | Not published |
| AI alone | Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location. | Not published |
| Not much | Record messages, suggesting rewording for clarity or conciseness. | Not published |
| Not much | Process incoming or outgoing mail, packages, or deliveries. | Not published |
| Not much | Perform various cash handling tasks, such as collecting payments, making bank deposits, or managing petty cash. | Not published |
| AI + software | Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes. | Not published |
| Not much | Contact security staff members when necessary, using radio-telephones. | Not published |
| Not much | Monitor alarm systems to ensure that secure conditions are maintained. | Not published |
| AI alone | Answer simple questions about clients' businesses, using reference files. | 0.03% |
| AI alone | Keep records of calls placed and charges incurred. | Not published |
| Not much | Place orders, such as for equipment, supplies, or catering for meetings. | Not published |
| AI alone | Stamp messages with time and date and file them appropriately. | Not published |
| AI alone | Complete forms for sales orders. | Not published |
Ordered by how important O*NET's respondents rate each task (1 to 5) times the share who say it is part of their job. The ordering is ours. 3 of the 19 have a published share of Claude conversations; “not published” means too few conversations for Anthropic to publish a figure.
Where people already use AI
The tasks above say what AI could speed up. This shows what people are using it for. Its 19 tasks fall under 19 work activities that many occupations share, and Microsoft counted how often each one came up in 200,000 conversations with its Copilot assistant in 2024.
- #3 Respond to customer problems or inquiries
- #11 Provide information to guests, clients, or customers
- #19 Provide general assistance to others, such as customers, patrons, or motorists
- and 3 more, in the table below
| Work activity | This occupation's tasks under it | People asked AI for help in 10,000 conversations |
AI did it for them in 10,000 conversations |
|---|---|---|---|
| Operate communications equipment or systems | |||
| Provide information to guests, clients, or customers | |||
| Perform administrative or clerical activities | |||
| Monitor safety or security of work areas, facilities, or properties | |||
| Respond to customer problems or inquiries | |||
| Provide general assistance to others, such as customers, patrons, or motorists | |||
| Assist others to access additional services or resources | |||
| Purchase goods or services |
Show all 19 activities
| Examine materials or documentation for accuracy or compliance | |||
| Communicate with others about operational plans or activities | |||
| Maintain safety or security | |||
| Prepare documentation for contracts, applications, or permits | |||
| Execute financial transactions | |||
| Schedule appointments | |||
| Sort materials or products | |||
| Operate audiovisual or related equipment | |||
| Maintain operational records | |||
| Reconcile financial data | |||
| Collect fares or payments |
How people in this work use Claude
What people in this work made with Claude % of conversations
- An explanation or answer65%
- A document or report5%
- An analysis or summary5%
- An email or message4%
- Math or a calculation2%
How they worked with Claude
27% of these conversations were about work. Anthropic Economic Index, May 2026.
How to read this
Work activities come from O*NET, which links every task to the broader activities it involves. Microsoft's figures are for the activity across everyone who used Copilot, not for switchboard operators, including answering service specifically. Copilot is a general chat assistant; dedicated coding tools are not included, so programming help is under-counted here. Activities are listed by how many of this occupation's tasks fall under them.
The task ratings say whether AI could halve the time a task takes: on its own (“AI alone”), or with software built on it (“AI + software”). They were made by people in 2023 (Eloundou et al.). Claude's share is the task's share of all Claude.ai conversations in May 2026; Anthropic doesn't publish a task with too few conversations. None of these add up to the BLS exposure group, which combines five research measures.
More in the Guide: task ratings · task order · work activities · Copilot figures · Claude
High exposure doesn't mean fewer jobs
BLS projects most occupations in its two most exposed groups to grow: 141 of 206 rated Very high and 165 of 206 rated High. Each dot is one of the 831 occupations BLS rates.
Career moves into and out of this occupation
From moves between occupations found in online resumes, 2002–2016. Career changes only: a first job after school isn't a move.
Where people moved next
of 17,961 moves out
- 1 Customer Service Representatives Very high -5.3% 8%
- 2 Secretaries and Administrative Assistants, Except Legal, Medical, and Executive Very high -6.0% 7%
- 3 Receptionists and Information Clerks Very high -1.7% 4%
- 4 Office Clerks, General Very high -6.0% 3%
- 5 Cashiers High -6.5% 3%
Where people moved in from
of 17,979 moves in
- 1 Customer Service Representatives Very high -5.3% 9%
- 2 Secretaries and Administrative Assistants, Except Legal, Medical, and Executive Very high -6.0% 6%
- 3 Cashiers High -6.5% 6%
- 4 Office Clerks, General Very high -6.0% 5%
- 5 Receptionists and Information Clerks Very high -1.7% 5%
Resumes over-represent younger, white-collar job-seekers and moves into management. Schubert, Stansbury and Taska (resume data).
Education and training for the occupation
O*NET survey of workers in this occupation
- 1% less than high school
- 89% high school
- 5% postsecondary certificate
- 2% some college
- 1% associate's
- 3% post-bachelor's certificate
O*NET 31.0 survey of workers in this occupation · 25 people answered.
Census survey (American Community Survey)
- 6% less than high school
- 26% high school
- 31% some college
- 15% associate's
- 18% bachelor's
- 4% master's
- 1% professional degree
Census ACS 2024, all workers in this occupation · 237 people surveyed.
Why the two can differ
O*NET asks about 20 people in each occupation, which makes its shares uncertain, but it reports the exact occupation and counts certificates. The Census survey reaches thousands, but it groups some occupations together and counts degrees only. More in the Guide
Median pay by highest degree full-time, year-round · Census ACS 2024, all workers in this occupation
Jobs that require a credential BLS Occupational Requirements Survey 2023
<5% this occupation
45.3% all occupations
| By kind | This occupation | All occupations |
|---|---|---|
| a license | not published | |
| a certification | not published | |
| an educational certificate | not published |
Share of jobs whose employer requires it. BLS doesn't say which credential. How to read this
Look up certifications, training and licenses U.S. Department of Labor
- Certification Finder ↗ certifications CareerOneStop lists for this occupation
- Training Finder ↗ schools and programs, nationwide; narrow the place there
- License Finder ↗ licenses by state
- Apprenticeships: DOL's list of apprenticeable occupations doesn't include this one.
These open in a new tab and send only the occupation's public code. More in the Guide
BLS AI exposure categories (Aug 2026) · BLS Employment Projections 2025–35 · O*NET 31.0 · Task ratings: Eloundou et al., Science (2024) · Microsoft "Working with AI" v1.1 · Anthropic Economic Index (2026-06-26) · Schubert, Stansbury and Taska · NCES CIP–SOC · Census ACS 2024 · BLS JOLTS · Brynjolfsson, Chandar and Chen, Stanford (Aug 2026)
See it online, and explore any career: https://www.pathmosaic.com/card/43-2011.00