New bill aims to protect American call center jobs and consumers from AI

In a world where automated phone systems dominate customer service interactions, Senator Ruben Gallego is taking a stand to ensure that consumers have the option to speak to a human representative, preferably based in the U.S. With approximately 70% of Americans expressing frustration with automated systems, Gallego’s new bipartisan bill, the “Keep Call Centers in America Act of 2025,” aims to protect the three million American workers employed in call centers.

The bill proposes that companies planning to offshore call center jobs must notify the Department of Labor 120 days in advance. These companies would be listed publicly for five years, making them ineligible for federal benefits. On the other hand, companies keeping call center jobs in the U.S. would receive preference for federal contracts. The Department of Labor would also track call center job losses related to artificial intelligence.

To safeguard consumers, the bill mandates that call center workers disclose their physical location and whether AI is being used. Customers would have the option to request transfer to a U.S.-based call center. This transparency is crucial for consumers’ data security, according to Gallego.

While acknowledging that AI will lead to some job displacement, Gallego believes that AI can coexist with human customer service representatives as long as consumers are aware of who they are speaking to. The Communications Workers of America supports the bill, emphasizing the importance of protecting U.S. call center jobs and addressing the threats posed by AI and offshoring.

In a statement, the CWA Director of Government Affairs, Dan Mauer, highlighted how companies have historically offshored jobs to cut costs, and now use AI to speed up work and displace jobs. This legislation aims to prevent the exploitation of workers and maintain service quality for consumers.

As the debate on the future of customer service continues, Gallego’s bill represents a step towards ensuring that American consumers have access to human customer support and protecting the jobs of call center workers. The balance between AI and human interaction is key, and this legislation aims to strike that balance while prioritizing the interests of American workers and consumers.