Have you ever found yourself repeating the words “to talk to a human” over the phone with customer service? If yes, you are among about 70% of Americans, who interact with automated phone systems, vs. human customer support representatives, disappoint.
This is the fact that Senator Ruben Gallego wants to ensure that consumers who find themselves on the phone with the service agent are actually talking to a human, and what is in America, if it is their priority. He is also well aware of the danger artificial intelligence Pose for American workers, and according to the Labor Statistics Bureau, is committed to protecting about three million Americans working in call centers across the country.
On Wednesday, a new bilateral bill called “Call Centers in the US 2025” introduced by Sen Gallego and Sen Jim Justice of West Virginia on Wednesday proposed to ensure such jobs in the US by limiting federal benefits for companies that ships them abroad.
What do the bills need to have companies?
The bill will require businesses that decide to ship call centers abroad to inform the labor department at least 120 days before taking such a step. It will also direct DOL to maintain a public list of employers who have transferred call center work abroad. Under the bill, employers will remain in the list for five years, absent effort to return call center jobs in America
In such a list, companies will be disqualified for new federal grants and federal guaranteed loans under the proposed bill, while non -disciplined companies will be given preference for federal contracts. Additionally, DOL will need to track any call center related to AI.
How will it protect consumers?
For the safety of consumers, the bill will give the mandate whether the call center workers immediately reveal their physical places to the callers, and reveal whether AI is being used. In addition, under the proposed piece of customer law, if they are desired, they may request to transfer to the US-based call center.
“People want an option to talk to a human or AI. This is not new -who repeatedly pressed zero to try to quit automated systems because they want to talk to a human? It’s a consumer check that people want to see,” Sen told CBS Manivatch.
In addition to Help of domestic jobsKeeping a call center work in the US helps protect American consumers’ data, he said.
“We are worried about what it means for American consumers if they are not talking to a human based in the US when it comes to safety around their personal information,” said Sen Galgo.
At present, on the subject of handling the work done by humans, Gallego admitted that technology would essentially bring about some job displacement.
“There will be changes and AI will cause some unemployment,” he said. “We can’t stop it completely.”
The senator said that he was not completely opposing taking some AI customer service work. “If someone has a really good experience with AI Bot, there will be no problem until the person knows that they are talking to a human,” Galgo said.
US Communications Activists (CWA) supported the proposed bill.
Dan Maure said in a statement, “This very important law protects the US call center jobs and addresses the increasing dangers generated by artificial intelligence and offshoreing.” “Historically, companies have shut down customer service jobs to avoid paying good union wages and benefits. Now companies are using AI to de-skill and work to speed up and displace jobs, which reduce the workers rights and reduce the quality of service for consumers.”
