Answering and relaying calls
Administrative Assistant · Receptionist
“Answering and relaying calls” (Administrative Assistant) was largely replaced by AI in 2026, after AI entered in 2019.
AI enters
2019
Largely replaced
2026
Replacement progress
100%
Technology / key factor
AI phone assistants
What this task is
The receptionist answers the company's main line, figures out what each caller wants, transfers them or takes a message for later, and screens out sales and nuisance calls.
How AI replaces it
From 2019, AI phone assistants could answer, understand intent, transfer or take messages, and filter spam calls. With voice LLMs making conversations more natural, by around 2026 most incoming calls no longer need a receptionist.
What stays human
Receptionists handle important clients and calls the system can't sort out, and spend more of their time on in-person reception and general office tasks.