For months, callers to the Washington Department of Licensing’s automated phone system who selected the option for Spanish were met instead with an English-speaking AI voice using a pronounced Spanish accent. According to reporting by MyNorthwest, which cited an Associated Press account, the agency confirmed the issue and apologized, saying it is working to correct the error.

In a statement referenced by the Associated Press, the Department of Licensing said the affected portion of the call system uses a newer AI‑driven tool that supports ten languages. The agency stated that it is reviewing how the error occurred and is attempting to restore proper Spanish‑language functionality. The statement also noted that the system’s expansion uncovered additional problems within the self‑service options, though it did not specify whether other languages were affected. According to the AP’s own testing, other languages did not produce accented voices.

The issue first drew public attention after a Washington resident posted a video of the call to social media earlier this month, where it quickly gained widespread attention. Her husband, who is bilingual, had selected the Spanish option to avoid the longer English-language wait times, only to hear English spoken with an artificial accent. She told the AP that the moment was absurd but underscored real accessibility concerns for callers who depend on non‑English support.

According to reporting by MyNorthwest, the department declined to identify the vendor providing the AI system and referred inquiries to WaTech, the state’s interagency technology service. As of the AP’s most recent check, the hotline continued to play the accented English voice even after an English-language message acknowledging problems with translation services.

The Department of Licensing’s phone system serves residents statewide, including those in Cowlitz County who rely on multilingual access to renew licenses, update records, or obtain information without traveling to in‑person offices in Longview or Kelso. Until the agency completes its fixes, callers selecting Spanish may continue to encounter inconsistent automated responses.

Why this matters

Accurate and accessible language services are fundamental for residents who conduct state business in languages other than English. In communities like Longview and Kelso, where state licensing offices already experience intermittent congestion, reliable multilingual support can reduce barriers for residents seeking routine services. The Department of Licensing’s confirmation that the issue stems from its AI-driven language system highlights an emerging statewide challenge: balancing the deployment of new automated tools with the obligation to maintain clear, dependable access for all language groups.

Sources

MyNorthwest: Callers to Washington state hotline press 2 for Spanish and get accented AI English instead