Washington State Hotline Offers Spanish Accent Instead of Spanish Language

Callers requesting Spanish service get AI voice speaking English with Spanish accent

Mar. 3, 2026 at 4:15am

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For months, callers to the Washington state Department of Licensing who 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 fixed the problem, which it attributed to an issue with the self-service technology.

Why it matters

This incident highlights the importance of providing truly accessible language services, especially for government agencies that serve diverse populations. The use of an AI voice with a Spanish accent, rather than actual Spanish language support, could create significant barriers for callers who are more comfortable communicating in Spanish.

The details

When Washington resident Maya Edwards' Mexican husband tried using the Spanish-language option, he was met with an AI voice speaking English in a strong Spanish accent. Edwards described it as "absurd" but also noted the real accessibility issues it could pose for people who rely on non-English language services. The Washington Department of Licensing said the glitch was caused by its own staff and that it has since fixed the problem, though it's unclear if the issue affected other languages.

  • The problem with the Spanish language option has persisted for months, according to reports.
  • Edwards posted a video of the call to TikTok in February 2026, which racked up around 2 million views.

The players

Maya Edwards

A Washington resident whose Mexican husband encountered the Spanish accent issue when calling the state Department of Licensing.

Washington Department of Licensing

The state agency responsible for the phone service that provided an AI voice with a Spanish accent instead of true Spanish language support.

Amazon

The company that provides the platform for the Washington Department of Licensing's phone service, which uses an Amazon Web Services feature called Polly to generate the accented voice.

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What’s next

The Washington Department of Licensing has stated that it has fixed the glitch, but it remains to be seen if the issue has been fully resolved and if it affected other language options beyond Spanish.

The takeaway

This incident underscores the importance of thoroughly testing and validating language services, especially for government agencies that serve diverse populations. Providing an AI voice with a Spanish accent, rather than true Spanish language support, can create significant barriers for callers who are more comfortable communicating in a language other than English.