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How a telephone operator can use AI, task by task

O*NET 43-2021.00: Telephone OperatorsMedian pay $41,740/year (BLS, May 2025)14 tasksJob Zone 2: Some preparation

Provide information by accessing alphabetical, geographical, or other directories. Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections. May handle emergency calls and assist children or people with physical disabilities to make telephone calls.

Type your own title and every prompt on this page updates to match. Also called: 411 Directory Assistance Operator (411 Directory Assistance Op), Directory Assistance Operator (Directory Assistance Op), Information Specialist, Live Source Operator (Live Source Op), Long Distance Operator (LD Operator), PBX Operator (Post Box Exchange Operator), Phone Operator (Telephone Operator), Phone Secretary (Telephone Secretary), TELECOM Op (Telecommunications Operator), Toll Operator (Toll Op).

Where AI fits in this job

AI-ready 10%AI-assist 29%Stays human 61%

Share of the job's tasks, weighted by how important and how frequent each task is (O*NET ratings). 2 AI-ready, 4 AI-assist and 8 human-led tasks out of 14. This measures where AI can help, not whether the job will disappear.

Information & paperwork
Thinking & planning
People & communication
Leading & teaching
Hands-on & physical

Shape of the job: importance of each kind of work activity (O*NET, 1 to 5).

🗓 Start here on Monday

The most frequent, most important tasks where AI can help right away.

  1. Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.Answer questions · Several times a day
  2. Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.Handle the admin · Several times a day
  3. Update directory information.Handle the admin · Weekly

💪 Lean into these

Core tasks that stay human. These skills get more valuable as the routine work gets automated.

  1. Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.Be there for people · Hourly or more
  2. Observe signal lights on switchboards, and dial or press buttons to make connections.Be there for people · Hourly or more
  3. Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.Be there for people · Several times a day

Skills to build & where you could move ↓

🔒 Many of these tasks involve people's information. Remove names and identifying details before using AI, or use only a tool your employer has approved.

AI can draft these 2

AI produces a usable first pass. You review it, fix it and own it.

Update directory information.

Weekly

AI handles forms, records and routine paperwork for you to verify.

📊 Real AI use (Anthropic Economic Index, Apr 2026 to May 2026): AI completed the task directly in 81% of those conversations; the rest were back-and-forth with the person.

Show prompt & steps

Forms, records, data entry, scheduling and routine paperwork are where AI saves the most time. It drafts, sorts, extracts and reformats while you verify.

Ready-to-use prompt

I work as a telephone operator. Part of my job is to update directory information.

Context: We use Microsoft Excel.
Data: [sales, records]
System: [software]

Design an entry template and checks. Point out anything missing or inconsistent and suggest a template I can reuse.

10-minute exercise: Data entry template

Step 1Pick a real example: the next time you update directory information (this week).
Step 2Fill in [Data] and [System] with the real details, then run the prompt.
Step 3Save the template and use it on the next one. Time both.

Personal, financial and health data shouldn't go into AI tools unless your employer has approved one for it.

Importance 4.1/5 · core task · O*NET work activity: Enter information into databases or software programs..

Keep records of calls placed and received, and of related toll charges.

Daily

AI writes the first draft from your notes; you check every fact.

Show prompt & steps

Give AI your rough notes, numbers or last version and it will turn them into a clean, well-structured first draft. You check every fact and figure before it goes anywhere.

Ready-to-use prompt

I work as a telephone operator. Part of my job is to keep records of calls placed and received, and of related toll charges.

Context: We use Microsoft Word.
Calls: [paste]
Charges: [rates]

Draft records. Use plain language and headings where they help, and mark anything you had to guess with [CHECK].

10-minute exercise: Call records

Step 1Pick a real example: the next time you keep records of calls (today).
Step 2Fill in [Calls] and [Charges] with the real details, then run the prompt.
Step 3Check every fact, name and number against your source before it goes anywhere.

AI will happily make up numbers, names and dates. Every fact in the draft needs checking against your source.

Importance 3.8/5 · O*NET work activity: Maintain call records..

AI can help you prep these 4

AI speeds up the prep, drafting or thinking. The core of the task is still yours.

Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

Several times a day

AI builds you an answer bank; exceptions and the human touch are yours.

Show prompt & steps

Build a personal answer bank with AI for the questions you get every day. In the moment, the human touch and the judgment about exceptions are yours.

Ready-to-use prompt

I work as a telephone operator. Part of my job is to listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.

Context: The work draws on telecommunications, administrative and customer and personal service.
Calls I get: [patients, customers, callers and what they usually need]
Rules: [what I can and can't say, who to transfer to]

Write a greeting, short answers to the 8 most common requests, and when to transfer or escalate.

10-minute exercise: Phone answers

Step 1Pick a real example: the next time you listen to customer requests. Leave out names and identifying details.
Step 2Fill in [Calls I get] and [Rules] with the real details, then run the prompt.
Step 3Check every answer against your policies, especially anything about health or privacy.

Don't paste customers' personal details into AI tools. Describe the situation instead.

Importance 4.2/5 · core task · O*NET work activity: Answer telephones to direct calls or provide information.. Also involves: Search files, databases or reference materials to obtain needed information..

Suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.

Several times a day

AI preps the paperwork; approving and paying stay with you.

Show prompt & steps

AI can prep the paperwork, extract details from documents and make checklists. Approving, paying and verifying stay with you.

Ready-to-use prompt

I work as a telephone operator. Part of my job is to suggest and check alternate spellings, locations, or listing formats to customers lacking details or complete information.

Context: We use Microsoft Excel.
Form or task: [application, listing, request]
Common problems: [what people get stuck on]

Write plain-language guidance for each section and a checklist of documents to bring. Point out anything missing or inconsistent and suggest a template I can reuse.

10-minute exercise: Help with paperwork

Step 1Pick a real example: the next time you suggest and check alternate spellings and locations. Leave out names and identifying details.
Step 2Fill in [Form or task] and [Common problems] with the real details, then run the prompt.
Step 3Check the guidance against the current form.

Personal, financial and health data shouldn't go into AI tools unless your employer has approved one for it.

Importance 4.1/5 · core task · O*NET work activity: Assist individuals with paperwork..

Provide assistance for customers with special billing requests.

Weekly

AI builds you an answer bank; exceptions and the human touch are yours.

Show prompt & steps

Build a personal answer bank with AI for the questions you get every day. In the moment, the human touch and the judgment about exceptions are yours.

Ready-to-use prompt

I work as a telephone operator. Part of my job is to provide assistance for customers with special billing requests.

Context: The work draws on telecommunications, administrative and customer and personal service.
Account situation: [billing, overdue, no personal data]
Options: [payment plans, policies]

Write respectful wording and options. Keep answers to 2-3 sentences and flag any that depend on the situation.

10-minute exercise: Account conversation

Step 1Pick a real example: the next time you provide assistance (this week). Leave out names and identifying details.
Step 2Fill in [Account situation] and [Options] with the real details, then run the prompt.
Step 3Save the answers you'd actually use and tweak each one the first time you send it.

Don't paste customers' personal details into AI tools. Describe the situation instead.

Importance 3.9/5 · O*NET work activity: Discuss account status or activity with customers or patrons..

Promote company products, services, and savings plans when appropriate.

Daily

AI preps talking points and practice; the relationship is yours.

📊 Real AI use (Anthropic Economic Index, Apr 2026 to May 2026): AI completed the task directly in 69% of those conversations; the rest were back-and-forth with the person.

Show prompt & steps

AI preps you: talking points, objection handling, tailored outreach and negotiation scenarios. The relationship and reading the room are yours.

Ready-to-use prompt

I work as a telephone operator. Part of my job is to promote company products, services, and savings plans when appropriate.

Context: The work draws on telecommunications, administrative and customer and personal service.
Services: [describe]
Audience: [organizations, district]

Draft a pitch and outreach plan. Keep claims honest, list likely objections with responses, and role-play the other side so I can practice.

10-minute exercise: Promote services

Step 1Pick a real example: the next time you promote company products, services and savings plans (today).
Step 2Fill in [Services] and [Audience] with the real details, then run the prompt.
Step 3Ask for feedback on your answers and write down your best line for the real conversation.

Make sure every claim AI writes about your product is true and allowed. Over-promising is on you.

Importance 3.6/5 · O*NET work activity: Promote products, services, or programs..

These stay human 8

They need your hands, your presence or your accountable judgment. Lean into them: they get more valuable as routine work is automated.

📏 Measured in this job (O*NET work context): Contact with others: constant contact with others · Dealing with the public: extremely important · Face-to-face discussions: every day · Frequency of decisions: once a week or more but not every day

Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

Hourly or more

Human connection. Use AI only before and after, to prepare.

Show prep prompt & steps

Where AI still helps: Use AI before and after, not during. Prepare talking points, practise a hard conversation, or turn your notes into a follow-up.

Prep prompt

I work as a telephone operator. Part of my job is to operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.

Context: The work draws on telecommunications, administrative and customer and personal service.
System: [radio, switchboard, intercom]
Call types: [routine, emergency]

Write clear call scripts, radio procedure words, and how to stay calm on emergency calls. Then play a caller so I can practice.

10-minute exercise: Radio and switchboard calls

Step 1Pick a real example: the next time you operate telephone switchboards and systems (today).
Step 2Fill in [System] and [Call types] with the real details, then run the prompt.
Step 3Practise one emergency call out loud and check the procedure words match your agency's. Check it against the manufacturer's manual and your site procedure before you rely on it.

Safety-critical: AI output is a starting point. Follow your site's procedures and the manufacturer's guidance.

Importance 4.5/5 · core task · O*NET work activity: Operate communications equipment or systems.. Also involves: Answer telephones to direct calls or provide information..

Observe signal lights on switchboards, and dial or press buttons to make connections.

Hourly or more

Human connection. Use AI only before and after, to prepare.

Show prep prompt & steps

Where AI still helps: Use AI before and after, not during. Prepare talking points, practise a hard conversation, or turn your notes into a follow-up.

Prep prompt

I work as a telephone operator. Part of my job is to observe signal lights on switchboards, and dial or press buttons to make connections.

Context: The work draws on telecommunications, administrative and customer and personal service.
System: [radio, switchboard, intercom]
Call types: [routine, emergency]

Write clear call scripts, radio procedure words, and how to stay calm on emergency calls. Then play a caller so I can practice.

10-minute exercise: Radio and switchboard calls

Step 1Pick a real example: the next time you observe signal lights (today).
Step 2Fill in [System] and [Call types] with the real details, then run the prompt.
Step 3Practise one emergency call out loud and check the procedure words match your agency's.

Importance 4.6/5 · core task · O*NET work activity: Operate communications equipment or systems..

Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

Several times a day

Human connection. Use AI only before and after, to prepare.

Show prep prompt & steps

Where AI still helps: Use AI before and after, not during. Prepare talking points, practise a hard conversation, or turn your notes into a follow-up.

Prep prompt

I work as a telephone operator. Part of my job is to operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.

Context: The work draws on telecommunications, administrative and customer and personal service.
System: [radio, switchboard, intercom]
Call types: [routine, emergency]

Write clear call scripts, radio procedure words, and how to stay calm on emergency calls. Then play a caller so I can practice.

10-minute exercise: Radio and switchboard calls

Step 1Pick a real example: the next time you operate paging systems or other systems of bells.
Step 2Fill in [System] and [Call types] with the real details, then run the prompt.
Step 3Practise one emergency call out loud and check the procedure words match your agency's.

Importance 4.5/5 · O*NET work activity: Operate communications equipment or systems..

Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

Daily

Hands-on care. AI only helps with prep, explanations and paperwork.

Show prep prompt & steps

Where AI still helps: AI can help around the care: plain-language explanations for patients, study and revision, checklists and paperwork drafts. Use only tools your employer has approved for health information.

Prep prompt

I work as a telephone operator. Part of my job is to offer special assistance to persons such as those who are unable to dial or who are in emergency situations.

Context: The work draws on telecommunications, administrative and customer and personal service.
Situation: [lift, phone assistance]
Needs: [describe]

List respectful assistance steps. Keep it free of any patient details, add plain-language wording I can use with people, and list the warning signs that mean I should escalate.

10-minute exercise: Assisting people with disabilities

Step 1Pick a real example: the next time you offer special assistance (today).
Step 2Fill in [Situation] and [Needs] with the real details, then run the prompt.
Step 3Ask the person how they'd like help. Check it against the manufacturer's manual and your site procedure before you rely on it.

Safety-critical: AI output is a starting point. Follow your site's procedures and the manufacturer's guidance.

Importance 4.0/5 · core task · O*NET work activity: Assist disabled or incapacitated individuals..

Perform clerical duties such as typing, proofreading, and sorting mail.

Several times a day

Physical, in-person work. AI helps with checklists and write-ups.

Show prep prompt & steps

Where AI still helps: AI helps around the job: decoding manuals and instructions, pre-job checklists, calculations and writing up what you did afterward.

Prep prompt

I work as a telephone operator. Part of my job is to perform clerical duties such as typing, proofreading, and sorting mail.

Context: The work draws on telecommunications, administrative and customer and personal service.
Mail: [types, volume]
Routes or bins: [how it's sorted]

Make a sorting routine and checks for misroutes. Include the tools, materials and safety steps, the measurements or settings to double-check, and a 3-line template for logging the job. Flag anything to confirm in the manufacturer's manual.

10-minute exercise: Mail sorting routine

Step 1Pick a real example: the next time you perform clerical duties.
Step 2Fill in [Mail] and [Routes or bins] with the real details, then run the prompt.
Step 3Check it against the manufacturer's manual and your site rules, and add the steps only experience teaches.

Importance 4.0/5 · core task · O*NET work activity: Sort mail.. Also involves: Proofread documents, records, or other files to ensure accuracy..

Monitor automated systems for placing collect calls and intervene for a callers needing assistance.

Daily

Human connection. Use AI only before and after, to prepare.

Show prep prompt & steps

Where AI still helps: Use AI before and after, not during. Prepare talking points, practise a hard conversation, or turn your notes into a follow-up.

Prep prompt

I work as a telephone operator. Part of my job is to monitor automated systems for placing collect calls and intervene for a callers needing assistance.

Context: The work draws on telecommunications, administrative and customer and personal service.
System: [radio, switchboard, intercom]
Call types: [routine, emergency]

Write clear call scripts, radio procedure words, and how to stay calm on emergency calls. Then play a caller so I can practice.

10-minute exercise: Radio and switchboard calls

Step 1Pick a real example: the next time you monitor automated systems (today).
Step 2Fill in [System] and [Call types] with the real details, then run the prompt.
Step 3Practise one emergency call out loud and check the procedure words match your agency's.

Importance 4.2/5 · O*NET work activity: Operate communications equipment or systems..

Provide relay service for users who are deaf or hard of hearing.

A few times a year

Hands-on care. AI only helps with prep, explanations and paperwork.

Show prep prompt & steps

Where AI still helps: AI can help around the care: plain-language explanations for patients, study and revision, checklists and paperwork drafts. Use only tools your employer has approved for health information.

Prep prompt

I work as a telephone operator. Part of my job is to provide relay service for users who are deaf or hard of hearing.

Context: The work draws on telecommunications, administrative and customer and personal service.
Situation: [lift, phone assistance]
Needs: [describe]

List respectful assistance steps. Keep it free of any patient details, add plain-language wording I can use with people, and list the warning signs that mean I should escalate.

10-minute exercise: Assisting people with disabilities

Step 1Pick a real example: the next time you provide relay service.
Step 2Fill in [Situation] and [Needs] with the real details, then run the prompt.
Step 3Ask the person how they'd like help.

Importance 3.8/5 · O*NET work activity: Assist disabled or incapacitated individuals..

Interrupt busy lines if an emergency warrants.

Weekly

Human connection. Use AI only before and after, to prepare.

Show prep prompt & steps

Where AI still helps: Use AI before and after, not during. Prepare talking points, practise a hard conversation, or turn your notes into a follow-up.

Prep prompt

I work as a telephone operator. Part of my job is to interrupt busy lines if an emergency warrants.

Context: The work draws on telecommunications, administrative and customer and personal service.
System: [radio, switchboard, intercom]
Call types: [routine, emergency]

Write clear call scripts, radio procedure words, and how to stay calm on emergency calls. Then play a caller so I can practice.

10-minute exercise: Radio and switchboard calls

Step 1Pick a real example: the next time you interrupt busy lines if an emergency warrants (this week).
Step 2Fill in [System] and [Call types] with the real details, then run the prompt.
Step 3Practise one emergency call out loud and check the procedure words match your agency's. Check it against the manufacturer's manual and your site procedure before you rely on it.

Safety-critical: AI output is a starting point. Follow your site's procedures and the manufacturer's guidance.

Importance 3.9/5 · O*NET work activity: Operate communications equipment or systems..

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Your next moves

Skills to build

From O*NET's ratings of how important each skill is in this job, matched to which part of the work it supports.

Stays human Deepen these

They power the human-led work, which is the part of the job AI can't take over.

  • Reading Comprehensionimportance 3.0/5
    Used in: Processing Information

With AI Use these to work with AI

When AI does the first draft, these are the skills you use to brief it and check what comes back.

  • Active Listeningimportance 4.0/5
    Used in: Communicating with People Outside the Organization
  • Speakingimportance 4.0/5
    Used in: Communicating with People Outside the Organization
  • Service Orientationimportance 3.5/5
    Used in: Communicating with People Outside the Organization
  • Social Perceptivenessimportance 3.1/5
    Used in: Communicating with People Outside the Organization

Where you could move

Related jobs from O*NET with the closest skill profile, favouring ones where more of the work stays human. No step down in preparation.

Getting into this job

High school diploma is most common (98% of workers)

  • High school or less 98%
  • Associate's 2%
  • On-the-job training: 1–3 months
  • Related experience: 1–2 years

What workers in this job report, from O*NET surveys (typical values).

Software in this job

In-demand tools from O*NET. Many now have AI built in, so check what yours can do before adding a new tool.

Microsoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft WindowsMicrosoft Word

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