Washington State Hotline Offers Accented AI English Instead of Spanish

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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, which has drawn widespread attention on social media.

Why it matters

This issue highlights the challenges that government agencies can face in providing accessible and inclusive language services, especially as they increasingly rely on AI-driven technologies. The inability to access services in one's preferred language can create real barriers for residents seeking important information or assistance.

The details

The problem was first noticed by Washington resident Maya Edwards last summer when her Mexican husband, who is bilingual, tried using the Spanish-language option on the hotline 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 issue on TikTok, which has since received around 2 million views. The Washington Department of Licensing acknowledged the error and said it is working to fix the Spanish-language option, which is part of a newer, AI-driven system that offers 10 languages. The agency did not provide the name of the AI vendor responsible for the translation service.

• The issue was first noticed by Washington residents last summer.
• Earlier this month, the problem persisted when Edwards called the number again.

What they’re saying

What’s next

The Washington Department of Licensing says it is working to fix the Spanish-language option on the hotline, but it remains unclear when the issue will be resolved.