U.S. bill targets call center AI, offshoring; industry leaders weigh in
WASHINGTON D.C., UNITED STATES — United States Senators Ruben Gallego and Jim Justice recently introduced a bipartisan Senate bill that would require call centers to disclose artificial intelligence (AI) use and offshore locations while penalizing companies that move jobs overseas.
CBS News reported that the “Keep Call Centers in America Act” aims to protect U.S. jobs and consumer privacy by mandating human operator options and creating a public list of offshoring firms ineligible for federal contracts.
Push for human-centered customer service
The bill would create a Department of Labor blacklist for companies that offshore jobs, banning them from federal loans or grants for five years while giving preference to domestic operators in government contracts.
“West Virginians and all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first,” Justice emphasized, noting the legislation addresses widespread consumer frustration with automated systems.
During the Mint Summit 2025, U.S. President Donald Trump stressed the importance of prioritizing the American workforce amidst the rise of AI in industries.
“We need U.S. technology companies to be all in for America. We want you to put America first. You have to do that. That’s all we ask,” Trump said.
The Communications Workers of America (CWA) union strongly backs the bill, citing dual threats from AI job displacement and offshore data privacy risks.
“This much-needed legislation protects U.S. call center jobs and addresses the growing threats posed by artificial intelligence and offshoring,” said Dan Mauer, Director of Government Affairs of CWA. At the same time, Gallego warned foreign agents could mishandle sensitive U.S. consumer data.
The bill would also track AI-related job losses, reflecting growing alarm as Anthropic’s Chief Executive Officer (CEO), Dario Amodei, predicted AI could eliminate 20% of white-collar roles by 2030.
Industry divided over regulation approach
While labor groups cheer the protections, others voiced concern. Speaking exclusively to Outsource Accelerator (OA), tech and outsourcing leaders warn the bill could stifle innovation and flexibility.
Larry Fleischman, Senior Vice President of Datamatics, argued for investing in and shaping AI, not banning it, while also recognizing ongoing customer demand for real human support.
“AI, when used the right way, helps. It speeds up routine tasks. It supports agents behind the scenes. It makes service more efficient when applied with care. It doesn’t replace empathy, but it can create space for it,” he said.
His personal call for balanced policies contrasts with Roland Polzin, Founder of Wing Assistant, who sees the proposal as red tape that clings to outdated practices rather than improving AI services.
“With the rise of AI, government shouldn’t cling to outdated practices but create legislation that allows companies to deliver better and more affordable services,” Polzin said.
On the other hand, Michael Bian, Chief Executive Officer (CEO) of Six Eleven, emphasized the importance of regulation while cautioning against restrictive outsourcing policies.
“Regulation is good for the industry as a whole, so clear guidelines are set in terms of the implementation of new technology,” he said.
“Trying to stop outsourcing is detrimental because it lessens options for business owners, especially startups, to grow their business efficiently via accessing talent across the globe.”
Datamatics, Wing Assistant, and Six Eleven are currently subscribed to the Outsource Accelerator (OA) Source Partner Program, a powerful tool that helps business process outsourcing (BPO) firms with marketing, sales, and business intelligence.
These companies were also recently ranked in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
Balancing jobs and technology
The debate reflects a wider shift: AI is rapidly transforming customer service, raising questions about how to protect jobs without freezing innovation.
Nvidia Chief Executive Officer (CEO) Jensen Huang told CNN that AI only threatens jobs “if the world runs out of ideas,” even as companies replace roles with automation.
As the U.S. Senate weighs this aggressive intervention in labor markets, the bill will test if such interventions can balance employment, consumer choice, and national data security in an increasingly automated world.
