On Wednesday, a new bipartisan bill was introduced in the US Senate aimed at protecting jobs and consumer privacy, limiting the use of artificial intelligence (AI) and offshoring in call centers.
Provisions of the Bill: Protecting American Jobs
Senator Ruben Gallego and co-sponsor Senator Jim Justice introduced the "Keep Call Centers in America Act of 2025". If passed, it would ensure consumers have the option to speak with a human representative located within the US, while penalizing companies that offshore call center jobs. Specifically, such companies must notify the Department of Labor (DOL) 120 days before offshoring and appear on a publicly accessible list that makes them ineligible for new federal grants and loans.
Reactions from Senators and Labor Organizations
Senator Gallego pointed out that many people prefer to talk to a live person rather than an automated system, emphasizing the importance of personal contact. Senator Justice added that "Americans deserve quality service." The Communications Workers of America (CWA) supported the legislation, stating that it could address the dual threats of offshoring and unchecked AI use.
Impact of AI on the Job Market and Consumers
With recent advancements in AI, many specialized roles, including those in call centers, are becoming automated. Anthropic’s CEO Dario Amodei warned of potential job losses of up to 20% in white-collar positions over the next five years. However, Nvidia's CEO Jensen Huang claimed job losses would only occur if the world runs out of ideas.
The new US bill regarding call centers reflects growing concerns about safety and consumer privacy while simultaneously addressing the importance of protecting jobs within the country.
