KEEP HUMANS IN CALL CENTERS ACT?: New Bi-Partisan Bill Aims to Keep Call Centers in America– But It Could be an AI Killer

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Who wants to talk to AI?

We may soon find out if a new bill proposed by Senators Ruben Gallego (D-AZ) and Senator Jim Justice (R-WV) gains momentum.

The bill is called “Keep Call Centers in America Act of 2025″ and it ostensibly is aimed at keeping call centers in America, but it may also be aimed at limiting the impact of outbound AI on live call center personnel.

At a high level the bill would penalize companies for moving call centers overseas. Such companies would lose the ability to obtain federal loans and grants and existing loan and grant holders would be penalized. Conversely, companies that keep their call centers in America would be eligible for preferential treatment in certain settings.

Perhaps more importantly the bill would also require disclosures related to the use of overseas call centers and/or AI when a consumer receives or makes a call to the call center. The consumer must be empowered to request a live US-based agent (i.e. not AI) with a single button press or command (such as saying “agent.”)

You can read the entire bill here: https://www.congress.gov/bill/119th-congress/senate-bill/2495/text

R.E.A.C.H.’s government affairs team (lead by the remarkable Isaac Shloss) is in talks with Gallegos’ office and we will keep an eye on developments.

Have thoughts? Get involved with R.E.A.C.H. and have your voice heard.

 

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Published by Eric "Czar" Troutman

The Czar of TCPAWorld Eric Troutman is one of the country’s prominent class action defense lawyers and is nationally recognized in Telephone Consumer Protection Act (TCPA) litigation and compliance. He has served as lead defense counsel in more than 70 national TCPA class actions and has litigated nearly a thousand individual TCPA cases in his role as national strategic litigation counsel for major banks and finance companies. He also helps industry participants build TCPA-compliant processes, policies, and systems. Eric has built a national litigation practice based upon deep experience, rigorous analysis and extraordinary responsiveness. Eric and his team feel equally at home litigating multibillion dollar telecommunications class actions in federal court as they do developing and executing national litigation strategies for institutions facing an onslaught of individual TCPA matters. They thrive in each of these roles – delivering consistently excellent results – while never losing sight of the client experience. While many firms now tout TCPA expertise, Eric has been there from the beginning. He built one of the country’s first TCPA-only defense teams and began serving as national TCPA counsel for his clients nearly a decade ago. This perspective allows him to swiftly develop the right litigation strategies for dealing with recurring problems, without wasting time on tactics that are bound to fail. Eric’s rich historical perspective and encyclopedic knowledge of the TCPA landscape also make him an invaluable resource to institutional compliance teams struggling to comply with the shifting regulatory landscape. No task is too small – or too big. Indeed, Eric and his team have helped build TCPA-compliant systems and processes for some of the largest and most complex corporate entities in the country. He commonly works with in-house compliance counsel to build and implement enterprise and business-line specific TCPA solutions, performs TCPA audits and drafts and reviews proposed TCPA policies and procedures. He and his team also have the technical expertise necessary to assist call centers seeking to develop TCPA-resistant call path architecture or to modify existing telephony and software integration to better insulate from potential TCPA exposure. Eric has built a reputation for thought leadership. An avid blogger and speaker, he has been at the forefront of the industry’s effort to push for clarity and a return to sanity for the TCPA for years. He was selected to advocate for the financial services industry on important TCPA issues before the Federal Communications Commission and co-authored the nation’s only comprehensive practice guide on TCPA defense. In his spare time, Eric leads defense teams representing banks and other financial services companies in consumer finance litigation matters. He has experience representing clients in UCC, TILA, RESPA FCRA, CCRA, CLRA, FDCPA, RFDCPA and FCCPA claims, as well as in fraud and bank operations issues.

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