Taking phone messages
“Taking phone messages” (Switchboard Operator) was largely replaced by AI in 2024, after AI entered in 2018.
AI enters
2018
Largely replaced
2024
Replacement progress
100%
Technology / key factor
AI call assistants
What this task is
When the person being called is away, the operator answers instead, notes the caller's name, reason and callback details, and makes sure the message reaches the right person.
How AI replaces it
From 2018, AI call assistants began answering, asking the caller's purpose, transcribing and pushing a summary to phone or email, and voicemail gained transcription. By 2024 hand-written phone messages were largely unnecessary.
What stays human
People step in only for important callers or when someone must judge whether to interrupt the recipient, spending the rest of their time on other admin work.