Senators push to safeguard American call center jobs from AI

In the United States, a bipartisan effort has emerged to protect domestic call center jobs from the increasing threat of artificial intelligence. Senator Ruben Gallego and Senator Jim Justice introduced the Keep Call Centers in America Act of 2025 on July 29, 2025, aiming to address growing concerns among consumers and workers regarding automated customer service systems. Studies show that a significant majority of Americans, about 70%, express frustration when dealing with automated systems and prefer human interaction for assistance. This bill mandates that companies notify the Department of Labor before outsourcing call center jobs to maintain transparency with consumers and promote domestic job retention. The legislation proposes to implement several measures aimed at ensuring that call center jobs remain in the U.S. Key provisions of the bill include a requirement for businesses to inform the Department of Labor at least 120 days before relocating jobs overseas, along with the establishment of a public list of companies that have moved their call center operations outside of the country. These companies would be ineligible for new federal grants and loans, offering a compelling incentive for them to retain jobs domestically. Conversely, businesses that keep their call center work within the U.S. would be given preference for federal contracts, thereby encouraging the retention of these jobs in the American labor market. In addition to job protection, the proposed legislation seeks to enhance consumer experience and data security. By allowing consumers the option to request human representatives, it seeks to alleviate the frustrations experienced by many when interacting with customer service. The legislation recognizes that while AI has the potential to improve efficiency and reduce costs, it can also lead to negative experiences for customers and increased vulnerabilities regarding the security of their private information. Senator Gallego highlighted the importance of maintaining human interaction, especially in preserving consumer trust and data security. Furthermore, the bill addresses the larger implications of AI on employment. While acknowledging the potential benefits of artificial intelligence in certain customer service scenarios, Senator Gallego noted that there would inevitably be job displacements. It is imperative to find a balance between embracing technological advances and ensuring that workers are not left behind. The concerns surrounding AI's impact on call centers reflect broader anxieties in many sectors regarding job sustainability as technology continues to evolve. Thus, the emergence of this legislation represents a proactive approach to safeguarding American workers and ensuring that consumer rights are aligned with technological progress.