On Wednesday, U.S. Senators Ruben Gallego and Jim Justice introduced the “Keep Call Centers in America Act of 2025”, a bipartisan bill aimed at curbing the use of artificial intelligence and outsourcing in customer service. The proposal seeks to protect American jobs, increase transparency, and safeguard consumer data privacy.
If passed, the legislation would require companies to give consumers the option to speak with a human representative based in the United States. It would also penalize businesses that offshore their customer support services, for example, by making them ineligible for federal grants and loans. According to Gallego, the bill responds to widespread frustration with automated systems that often make it difficult to reach a real person.
Tighter Rules on Outsourcing and Transparency Around AI Use
Under the proposed law, any business planning to move its call center operations overseas would be required to notify the Department of Labor (DOL) at least 120 days in advance. The DOL would then publish the employer’s name on a publicly accessible list, where it would remain for five years unless the company brought those jobs back to the U.S.
Conversely, companies that choose to keep their call centers domestic would receive preferential treatment when bidding for federal contracts.
The bill would also require customer service agents to disclose their physical location and whether AI is being used at the beginning of any interaction. Additionally, the Department of Labor would be tasked with tracking job losses in the call center industry caused by AI adoption.
Senator Justice emphasized:
“When Americans call for help, they shouldn’t be speaking to robots or people halfway across the world. This bill puts American workers first.”
Unions Warn of AI’s Threat to Jobs and Service Quality
The legislation has gained strong support from the Communications Workers of America (CWA), a union representing tens of thousands of call center employees. Dan Mauer, CWA’s Director of Government Affairs, said the bill addresses two major threats to the U.S. workforce: outsourcing and the uncontrolled spread of AI.
“This much-needed legislation protects U.S. call center jobs and addresses growing risks posed by artificial intelligence and offshoring,” Mauer said. “Companies are now using AI to de-skill work, speed up processes, and replace jobs — all of which undermines workers’ rights and lowers the quality of service for consumers.”
Senator Gallego echoed those concerns, warning that foreign-based AI systems and workers may not be held to the same data security standards, raising the risk of misuse of Americans' private information.
AI Is Rapidly Transforming the Workforce, Experts Warn
Concerns around job displacement are growing as artificial intelligence increasingly takes over tasks once done by humans — from customer service to software development and administrative duties. In May, Anthropic CEO Dario Amodei warned that up to 20% of office jobs could disappear within five years due to AI. Meanwhile, Nvidia CEO Jensen Huang told CNN that AI would only cause job loss “if the world runs out of ideas.”
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