Washington DOL's AI Language Error Raises Eyebrows

Automated system spoke English with a strong Spanish accent when callers selected Spanish option.

Published on Mar. 2, 2026

Got story updates? Submit your updates here. ›

Washington's Department of Licensing (DOL) faced an embarrassing blunder when its automated phone system spoke English with a heavy Spanish accent to callers who selected the Spanish language option. The issue went on for months before being noticed and fixed, sparking amusement and criticism online.

Why it matters

This incident highlights the potential pitfalls of over-relying on artificial intelligence (AI) systems without proper testing and oversight. It also raises questions about the DOL's commitment to serving its Spanish-speaking constituents effectively.

The details

According to the Associated Press, the issue began when a caller named Mr. Edwards, who is bilingual, noticed the wait time for the Spanish option was shorter than the English one. When he selected Spanish, he was greeted by an AI voice speaking English but with a strong Spanish accent. The mistake went unnoticed for months until Mr. Edwards' wife posted a TikTok video about the experience, which went viral. The DOL later apologized and fixed the issue, but the incident has sparked discussions about the need for rigorous testing of AI systems, especially those intended for public services.

  • The issue with the DOL's automated phone system started several months ago.
  • Mr. Edwards noticed the problem and his wife posted about it on TikTok in early 2026.

The players

Mr. Edwards

A bilingual caller who noticed the DOL's automated phone system was speaking English with a Spanish accent when he selected the Spanish language option.

Washington Department of Licensing (DOL)

The state agency responsible for the automated phone system that had the language error.

Got photos? Submit your photos here. ›

What they’re saying

“Press 2 for Spanish... accent.”

— Cedar Attanasio, AP Writer (Associated Press)

What’s next

The DOL has stated that it has fixed the issue with the automated phone system, and callers should now receive proper Spanish language support.

The takeaway

This incident highlights the importance of thorough testing and oversight when implementing AI-powered systems, especially for public services. It also underscores the need for government agencies to prioritize effective communication with all constituents, including those who prefer languages other than English.