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... Uncle Sam is trying to make American call centers great again. The question is whether they will be great because they're filled with local workers or whether this will provide yet another excuse for companies to turn customer service jobs over to AI.

The Federal Communications Commission (FCC) voted unanimously (or as unanimously as a body missing two of its five members can decide) Thursday to proceed with drafting rules that would require companies under its purview to begin onshoring customer service call center operations -- at least to a degree.

"We propose to limit the percentage of customer service calls that providers may make from or answer at foreign call centers to a specified percentage," the Commission wrote in the draft [PDF] notice of proposed rulemaking (the voted-on version has not been published as of writing). "We believe that such a cap would encourage movement of call center operations back to the U.S." ...