A Washington state resident has expressed astonishment after encountering a bizarre automated phone system glitch that delivered English instructions in a Spanish accent when she selected the option for Spanish-language service.
The Puzzling Phone Call Experience
Maya Edwards detailed her perplexing interaction with the Washington Department of Licensing, which rapidly gained widespread attention online. Edwards explained that she deliberately pressed the number two on the keypad to connect with a Spanish-speaking representative, anticipating assistance in that language.
Instead, she was greeted by an automated voice that spoke entirely in English but with a pronounced Spanish accent. The only elements delivered in actual Spanish were the numerical prompts. This odd auditory experience immediately drew comparisons to the controversial public persona of celebrity yoga instructor Hilaria Baldwin.
Echoes of a Celebrity Controversy
The automated voice's cadence and inflection were strikingly reminiscent of Hilaria Baldwin, who has faced persistent public scrutiny and accusations of fabricating a Spanish accent and heritage. Baldwin, born in Boston, Massachusetts, has previously attributed her fluctuating speech patterns to conditions including ADHD and dyslexia.
Edwards initially recorded and shared the incident during a call to the Department of Licensing last summer. Upon contacting the agency again recently and discovering the issue remained unresolved, she reposted the video, which then amassed over a million views and thousands of comments.
Viral Reaction and Public Commentary
The online response was swift and filled with humorous observations. One social media user quipped, "Press two to speak to Hilaria Baldwin," while another remarked, "That's rude, disrespectful and hilarious." A third commenter joked about their own language skills, stating, "My Spanish must be improving because I understood every word."
In a follow-up post, Edwards noted that a subsequent call months later yielded an "even funnier" result, with other language options on the menu also malfunctioning. These were either entirely in English or featured a confusing mix of accents.
Underlying Concerns About Accessibility
Edwards revealed the practical reason for her call: her husband was in the process of obtaining a Washington State driver's license as part of his green card application. She emphasized that while her bilingual husband was not hindered by the glitch, the situation raised serious concerns for non-English speakers relying on the service.
"It was totally unexpected, but not totally surprising, given the rise of the use of AI and automated systems," Edwards told local media. "But it is more surprising to me that nobody checked it." She added, "I can only imagine how many people it has impacted who don't speak English."
Official Response and Technical Explanations
Representatives from the Washington Department of Licensing addressed the issue, attributing the problem to "technical issues" within a newly implemented phone-tree system. They stated, "We are still examining how this happened and how it can be fixed. Once those are complete, we will then figure out how responses were given in English with a Spanish accent."
The agency confirmed that the multi-language self-service menu would be restarted only after ensuring it operates smoothly. Callers have since reported hearing an automated message acknowledging the ongoing difficulties with the language selection options.
The incident highlights the potential pitfalls of automated customer service systems and the importance of thorough quality assurance, especially in services critical for public accessibility and bureaucratic processes.
