AI is rapidly transforming call centers, from conversational voice bots to fully integrated omnichannel systems. But with that innovation comes heightened regulatory scrutiny. The FCC and FTC released draft rules last year but have not made a final decision. This could reshape how companies deploy AI-powered communication tools.
Understanding these changes and having an advocacy group like www.ecacusa.org as a voice of our industry is critical in shaping these rulings as it’s estimated these could be finalized this year or early 2026.
FCC: Tightening Rules on AI Voices
The FCC has proposed rules that would classify AI-generated voices as “artificial voices” under robocall restrictions. This means:
- Companies may need express written consent before using AI voice bots for outbound calls.
- Transparency and disclosure will no longer be optional; callers must clearly identify when an AI is speaking.
- Violations could expose organizations to fines or litigation.
Impact: AI voice solutions will remain viable, but compliance costs will rise. Call centers will need to rethink consent management and disclosure practices.
FTC: Transparency, Consent, and Fairness
The FTC’s draft guidance focuses on how AI is presented to consumers:
- Transparency: Customers must know when they are interacting with AI.
- Consent: Businesses must gather clear opt-ins, not rely on pre-checked boxes or implied consent.
- Fairness: AI deployments must avoid deceptive or manipulative behavior.
Impact: Companies deploying chatbots, SMS automation, or omnichannel systems will need to double down on ethical design and communication practices.
What This Means for Call Centers
AI promises efficiency, personalization, and cost savings, but without trust, adoption stalls. These rules highlight the importance of:
- Centralized consent management across all communication channels.
- Verifiable audit trails for compliance and reporting.
- Human fallback options that let customers quickly connect to live agents.
- AI disclosure protocols that keep interactions transparent and respectful.
Voices from the Field
One large financial services firm (who asked to remain anonymous) recently shared that integrating AI voice bots forced a complete redesign of their consent-tracking system. What was once a back-end compliance issue is now a front-and-center business strategy, touching everything from marketing to IT security.
For now, many companies prefer to share experiences anonymously. But as best practices emerge and rules stabilize, expect more organizations to openly share lessons learned.
Best Practices Checklist for Omnichannel Trust & Security
✔️ Collect and track explicit opt-ins for each channel.
✔️ Disclose AI usage at the start of interactions.
✔️ Encrypt customer data and enforce role-based access.
✔️ Maintain auditable logs of communications and AI decisions.
✔️ Provide a consistent opt-out across all channels.
✔️ Offer easy human escalation options.
✔️ Continuously test for bias, compliance, and system vulnerabilities.
The FCC and FTC’s draft rules aren’t just regulatory hurdles; they’re a roadmap to sustainable trust. By acting now, call centers can not only avoid penalties but also build stronger, more transparent relationships with customers. The future of AI in customer experience depends on it.
