Lawmakers Push for New Law to Safeguard U.S. Call Center Jobs and Consumer Protections Amid AI Expansion

A bipartisan effort is underway in Congress to address growing concerns over artificial intelligence’s impact on American call center jobs and the quality of customer service. Senators Ruben Gallego and Jim Justice have introduced the “Keep Call Centers in America Act of 2025,” a bill that would make it harder for companies to offshore call center jobs and would require increased transparency over the use of AI systems in customer interactions. The legislation seeks to protect an estimated three million U.S. jobs by withholding federal funding from businesses that move positions abroad and by mandating both location disclosure and AI identification during customer calls. Although the measure acknowledges AI’s inevitable role in workforce shifts, it aims to offer consumers the choice of speaking with American-based humans and to bolster the security of sensitive information. The bill is supported by major labor unions that warn against the twin threats of offshoring and AI-driven job displacement.

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