More from the article ...

... 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." ...

OK, in my experience...

When I call Comcast (a.k.a. Xfinity) for assistance, I am greeted by an AI robot that does not seem to have a clue about what I am asking help for.

That AI robot seems to be programmed for two things:

1) preventing me from talking with a human who can understand my problem

- and -

2) up-selling (i.e., trying to get me to spend more money with Comcast), not solving my current problem.