Washington Hotline Offers Spanish Option, But Callers Get Accented AI English

The state's Department of Licensing apologized for the technical glitch that left Spanish-speaking callers confused.

Published on Feb. 28, 2026

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For months, callers to the Washington state Department of Licensing who selected the Spanish-language option on the automated phone system were instead met with an AI voice speaking English in a strong Spanish accent. The agency has since apologized and says the issue has been fixed, but the error raised concerns about accessibility for non-English speakers.

Why it matters

The incident highlights the importance of providing truly accessible services for all residents, including those with limited English proficiency. Automated phone systems that fail to deliver on promised language options can create frustration and pose barriers to essential government services.

The details

When Washington resident Maya Edwards' Mexican husband tried using the Spanish-language option on the DOL phone line, he was met with an AI voice speaking accented English instead of Spanish. Edwards posted a TikTok video about the issue that went viral, racking up around 2 million views. The DOL later said the problem was caused by a staff-related glitch in their AI-driven self-service phone system, which offers 10 languages. The agency apologized and said the issue has since been resolved.

  • The problem with the Spanish-language option persisted for months, according to reports.
  • Edwards first encountered the issue last summer when her husband tried using the Spanish line.
  • Edwards posted the TikTok video about the problem earlier this month.

The players

Washington Department of Licensing

The state agency responsible for driver's licenses and vehicle registrations, which operates the phone system where the language option glitch occurred.

Maya Edwards

A Washington resident who posted a viral TikTok video about her husband's experience with the accented AI voice when trying to use the Spanish-language option on the DOL phone line.

Edwards' Mexican husband

The person who initially encountered the accented AI voice when trying to use the Spanish-language option on the DOL phone line.

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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, Washington resident (TikTok)

What’s next

The Washington Department of Licensing says it has fixed the glitch that caused the accented AI voice on the Spanish-language phone option, but it's unclear if the issue affected other language options as well.

The takeaway

This incident underscores the importance of ensuring that automated government services are truly accessible to all residents, including those with limited English proficiency. Technical glitches that undermine promised language options can create frustration and pose barriers to essential public services.