The tasks · Telephone OperatorsSOC 43-2021.00
Directory lookup and information provisionWhat can do this →
88% · agentMostly automatable
Call record maintenance and data entryWhat can do this →
85% · agentMostly automatable
Clerical tasks: typing, proofreading, mail sortingWhat can do this →
82% · agentMostly automatable
Billing inquiries and account discussionsWhat can do this →
58% · agentPartly automatable
Product and service promotionWhat can do this →
52% · agentPartly automatable
Emergency call handling and switchboard operationWhat can do this →
22% · you keepBarely automatable
The team5 agents · 5 need no setup
Directory lookup agent
Search · Docs · Microsoft Word
● No integration needed
Call records agent
Microsoft Excel · Docs · Sheets
● No integration needed
Clerical processing agent
Microsoft Word · Microsoft Outlook · Docs
● No integration needed
Billing support agent
Search · Docs · Microsoft Excel
● No integration needed
Promotion agent
Docs · Microsoft PowerPoint · Chat
● No integration needed
You keep this
Physically operate switchboard equipment for live call connectionsHandle emergency calls requiring immediate human judgment and interventionProvide relay services for deaf or hard of hearing callersInterrupt busy lines and make critical routing decisions in emergencies
Automatability scores estimate how much of a task an agent can reliably do today, grounded in O*NET task data. They are not predictions of job loss.
Start with these three
The most automatable work in this job, and the one tool we would use for each. Every task has a page of its own with the reasoning and every occupation that does it.
