The increasing use of generative AI in state governments has sparked concerns about the potential loss of jobs among state workers. The California Department of Tax and Fee Administration is currently testing the use of AI to aid call center teams in parsing through the state’s tax code, and other state agencies are also exploring the use of AI to automate tasks. While proponents argue that AI can fill workforce knowledge gaps and improve efficiency, critics warn that it could lead to job losses and negatively impact the people served by state agencies. Labor unions and lawmakers are taking notice, with Sen. Monique Limón introducing legislation to regulate the use of AI in call centers and protect state workers’ jobs.
AI’s Quiet Threat to State Workers
The California Department of Tax and Fee Administration is currently testing how AI could aid call center teams with parsing through the state’s enormous tax code for customers.
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