Washington State Hotline Offers Accented AI English Instead of Spanish

Callers seeking Spanish-language service get an AI voice with a strong Spanish accent speaking English

Published on Feb. 27, 2026

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For months, callers to the Washington state Department of Licensing who have requested automated service in Spanish have instead heard an AI voice speaking English in a strong Spanish accent. The agency has since apologized and says it's trying to fix the problem.

Why it matters

This issue highlights the challenges governments and organizations face in providing accessible multilingual services, especially as they increasingly rely on AI-driven technologies. The accented English voice creates real accessibility issues for Spanish-speaking residents who need to conduct official business.

The details

Washington resident Maya Edwards first encountered the problem last summer when her Mexican husband tried using the Spanish-language option while seeking information about his driver's license. Instead of Spanish, he heard an AI voice speaking English with a strong accent. Edwards posted a video of the call on TikTok, which racked up around 2 million views. The Washington Department of Licensing acknowledged the error and said it is trying to fix the Spanish option, though it's unclear if the issue has affected other languages offered through the self-service line.

  • The problem with the Spanish-language option has persisted for months.
  • Edwards first encountered the issue last summer.
  • Earlier this month, Edwards called the number again and found the error persisted.

The players

Maya Edwards

A Washington resident who first encountered the problem with the Spanish-language hotline option last summer when her Mexican husband tried to use it.

Washington Department of Licensing

The state agency responsible for the hotline that is experiencing the issue with the Spanish-language option.

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What they’re saying

“It was hilarious to us in the moment because it was so absurd, but at the same time, it has real accessibility issues for people who call in every day and need to speak in a different language other than English.”

— Maya Edwards (TikTok)

“DOL apologizes for the error and to its customers for any inconvenience. An unfortunate byproduct of expanding services is that DOL found problems with the self-service option.”

— Washington Department of Licensing (Statement)

What’s next

The Washington Department of Licensing says it is trying to fix the Spanish-language option and figure out how the issue happened in the first place.

The takeaway

This problem highlights the challenges governments and organizations face in providing accessible multilingual services, especially as they increasingly rely on AI-driven technologies. It underscores the need for thorough testing and quality control to ensure these systems work as intended and do not create new barriers for non-English speakers.