US Senators Propose Bill to Guarantee Human Customer Service
Two US senators have introduced legislation that would require contact center agents to immediately disclose whether they are human or AI, as well as their location. If requested, the agent—human or AI—must transfer the call to a US-based representative. This move aims to protect the nearly 3 million contact center jobs in the United States, which face potential decline due to offshoring and automation.
Senators Ruben Gallego (Democrat) and Jim Justice (Republican) are behind the “Keep Call Centers in America Act of 2025.” Senator Justice emphasized, “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 Problem: AI and Offshoring Threaten Jobs and Customer Experience
According to the Bureau of Labor Statistics, the US call center industry might lose 150,000 jobs by 2033. With AI developments accelerating, concerns grow louder. OpenAI CEO Sam Altman has even predicted a future where human customer service could disappear entirely.
Consumers are feeling the frustration. A recent study by Data for Progress found that 70% of Americans find automated phone systems irritating compared to speaking with live agents. Senator Gallego highlighted, “If you’re calling customer service, chances are your day isn’t going great. On those frustrating days, you should be able to talk to a real human being right here in the US.”
What the Bill Requires
- Businesses must notify the Department of Labor at least 120 days before outsourcing customer support overseas.
- Companies offshoring jobs will be publicly listed for five years unless they bring an equal number of contact center jobs back to the US.
- Names on this list will be ineligible for new federal grants and guaranteed loans; existing awards will face monthly penalties.
- After one year of penalties, the government may cancel awards entirely.
- Federal agencies will prioritize companies not on the offshoring list when awarding contracts, requiring all contracted contact center work to be US-based.
- The bill applies to companies with 50 or more full-time employees working at least 1,500 hours per week.
What This Means for Customer Support Professionals
The Communications Workers of America (CWA) supports the bill, calling it a critical step to protect US customer service jobs from AI and offshoring pressures.
Justin Robbins, a customer service analyst, points out that customers primarily want fast, clear, and controlled interactions. They don’t necessarily care where the agent is located but want effective problem resolution. The bill could help keep experienced agents closer to customers and offer the choice to bypass AI, increasing transparency and choice.
That said, just having human agents or US-based reps doesn’t guarantee better experiences. AI can handle initial call tasks efficiently, reducing the burden on human agents and speeding up solutions. If companies avoid AI entirely or face compliance hurdles that slow down resolution, customer frustration might remain high.
Robbins warns, “The legislation will succeed only if companies use these guardrails to actively improve resolution quality, not treat them as a box‑ticking exercise. Offshoring and automation aren’t inherently bad for customers. Poor execution is.”
Looking Ahead
This bill opens the door for customer support teams and companies to rethink how they deliver service. The focus should be on quick, clear, and low-effort resolutions rather than just the location or nature of the agent.
For those in customer support roles, staying informed about these changes and sharpening skills—whether working alongside AI tools or providing live assistance—will be essential. If you want to advance your knowledge in AI and customer service, consider exploring specialized training courses that help you adapt and thrive in this evolving landscape.
Learn more about AI training options at Complete AI Training.
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