US Senators Propose the "Keep Call Centers in America Act of 2025" to Protect Jobs and Limit AI in Customer Service
A bipartisan bill introduced in the US Senate is aiming to curb the use of artificial intelligence and offshoring in customer service roles. Senators Ruben Gallego and Jim Justice have introduced the Keep Call Centers in America Act of 2025, which would place new rules on companies that use overseas labor or AI in their call centers.
If this legislation passes, customers would have the option to speak with a live representative based in the United States. Companies outsourcing these jobs abroad would face penalties, while those keeping operations domestic would benefit from federal incentives.
Keeping Jobs in the US and Controlling AI Use
Senator Gallego highlighted the frustration many customers feel when navigating automated systems. “Who hasn’t pressed zero repeatedly to try to skip the automated systems because they want to talk to a human?” he said.
The bill requires businesses planning to offshore call center operations to notify the Department of Labor (DOL) 120 days in advance. The DOL would maintain a public list of such employers for five years unless the jobs return to the US. Companies on this list would lose eligibility for new federal grants and loans, while those maintaining US-based call centers would receive preference for federal contracts.
Additionally, the DOL would track job losses related to AI in call centers. Customer service agents must disclose their location and whether AI is involved at the start of each interaction.
Senator Justice stressed the importance of good service by Americans for Americans. “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,” he said.
Labor Union Supports the Bill, Citing Job and Privacy Concerns
The Communications Workers of America (CWA), representing thousands of call center employees, supports the bill. Dan Mauer, the CWA’s Director of Government Affairs, pointed out that outsourcing and AI threaten both jobs and service quality.
- Companies use AI to speed up work and reduce skill requirements, leading to job losses.
- This undermines worker rights and lowers the quality of customer service.
Senator Gallego echoed concerns about data privacy, noting that offshore AI-powered customer service can put sensitive American consumer information at risk.
AI and Job Losses in Customer Service
AI tools have increasingly taken over tasks once performed by humans, including customer support, software development, and admin roles. Experts warn that up to 20% of white-collar jobs could be affected by AI within five years.
Still, some industry leaders believe job losses will depend on innovation and new ideas rather than AI alone.
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