A new bipartisan bill introduced in the U.S. Senate on Wednesday could nerf the use of artificial intelligence and offshoring in customer service roles to protect both American employment and consumer privacy.
Senators held by Senator Reuben Gallego and Senator Jim Justice of West Virginia transfer “Maintaining call centers under the 2025 American Act.” This will place new requirements on companies using overseas labor or AI in call centres.
If they pass, consumers will be given the option to speak to human representatives in the United States and are punished by companies outsourcing customer service jobs abroad.
Proposed laws to maintain jobs for our Indigenous people and limit the trust of AI
With CBS Money Watch InterviewGallego said people want the option to talk to humans or AI. “Who’s not repeatedly pushing zeros to skip automated systems because you want to talk to humans?” asked the Arizona senator.
Under the proposed law, companies planning to operate call centres offshore must notify the Ministry of Labor (DOL) at least 120 days in advance. The DOL maintains a publicly accessible list of such employers. A list of such employers will be named on that list for five years unless measures can be taken to bring those jobs back to the United States.
While companies on the list will not be eligible for new federal grants and federally supported loans, businesses that maintain call centre operations on land will receive priority in awarding federal contracts.
The bill also directs DOL to monitor and track unemployment caused by artificial intelligence in the call center industry. Additionally, call center agents must disclose both their physical location and when AI is being used at the start of customer service interactions.
“West Virginians and all Americans deserve good service. When people pick up the phone and ask for help, they don’t need to deal with AI robots or be routed to someone around the world. This bill places American workers firstSenator Justice said.
Unions supporting the law cite data privacy concerns
American Communication Workers (CWA), a labor union representing tens of thousands of call centers employeeapproved the law. Dan Mauer, CWA’s director of government affairs, said the bill could solve a double threat to the workforce, an unconfirmed spread of outsourcing and AI.
“This much-needed law protects the work of US call centers and addresses the growing threat posed by artificial intelligence and offshoring.Mauer said. ”Now, businesses use AI to speed up and take off work, expel jobs, undermine workers’ rights and reduce consumer quality of service. ”
Senator Gallego supported Mauer’s sentiment about the security implications of AI-powered offshore customer service, adding that non-US workers can misuse sensitive personal data.
“We are worried about what that means when American consumers aren’t talking to US-based people, when it comes to security regarding their personal information.,” he concluded.
Over the past year, AI tools have taken up tasks performed by human employees, including customer service, software development, and management functions.
Dario Amody, CEO of humanity, has reached up to 20% of white collared people in May. work It could be lost to AI over the next five years. But even in the face of job openings, Nvidia CEO Jensen Huang I said CNN says that AI will only lead to job losses “if the world runs out of ideas.”
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