Proposed US Law Seeks to Regulate Contact Center AI and Offshoring

What Happened

A bipartisan group in the U.S. Congress has introduced legislation targeting the use of artificial intelligence in contact centers and curbing the offshoring of American customer service jobs. The proposed law would mandate that companies using AI in contact centers notify consumers when AI is being used and restrict the transfer of these jobs to overseas locations. Major technology providers and outsourcing companies working with U.S. businesses could face new regulatory requirements and compliance measures if the bill passes. The legislation is currently at the proposal stage and will require further debate in Congress before advancing.

Why It Matters

This bill underscores growing concern about the impact of automation and AI on the American workforce, especially in customer service. Regulatory oversight could reshape how businesses deploy AI for customer interactions and affect global outsourcing strategies. Read more in our AI News Hub