Two US senators have proposed a bill that forces contact center agents to immediately disclose their location and/or whether they’re AI.
The bill would then make the agent, human or AI, transfer the contact to a US-based call center if the customer requests it.
Senators Ruben Gallego (Democrat) and Jim Justice (Republican), who introduced the bill, hope it will protect the approximately three million contact center reps employed in the country.
That’s the current figure from the Bureau of Labor Statistics (BLS), which suggests that the US call center industry could lose 150,000 jobs by 2033.
Yet, the impact of AI may be even greater, with Sam Altman, CEO of OpenAI, recently evangelizing over a future where human customer service is "totally, totally gone."
The "Keep Call Centers in America Act of 2025" aims to end that doomsday talk.
As Justice stated: "When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world.
This bill puts American workers first and ensures people can talk to a real person who understands them when they need help.
The US government has repeatedly discussed the negative implications of AI in customer service, with former President Joe Biden slamming "AI doom loops" last year.
Whether jabbing the number zero or shouting "agent" into the phone, these doom loops have become all too familiar, and they’re irritating consumers.
Indeed, 70 percent of Americans now feel it’s "frustrating" to interact with automated phone systems instead of live support reps, according to a Data for Progress study.
Citing that statistic, Gallego believes the bill not only protects jobs but also consumers.
"If you’re calling customer service, chances are your day isn’t going great," he said. On those frustrating days, you should be able to talk to a real human being right here in the US.
My bill will encourage companies to keep their call centers in the U.S. and require that they tell you up-front if you’re talking to an AI bot, protecting American jobs and making your day easier.
The word "encourage" is perhaps a little understated, as there could be serious consequences for those businesses that don’t play ball…
What Happens If the Bill Goes Through?
If passed, the Keep Call Centers in America Act of 2025 will mandate businesses to notify the Department of Labor (DOL) a minimum of 120 days before outsourcing customer support oversees.
All those that do so will find their names on a public list of employers offshoring call center jobs.