From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI
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arXiv
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| Format: | Preprint |
| Published: |
2026
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| _version_ | 1866914408134868992 |
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| author | Spera, Cosimo |
| author_facet | Spera, Cosimo |
| contents | Customer service automation is undergoing a structural transformation. The dominant paradigm is shifting from scripted chatbots and single-agent responders toward networks of specialised AI agents that compose capabilities dynamically across billing, service provision, payments, and fulfilment. This shift introduces a safety gap that no current platform has closed: two agents individually verified as safe can, when combined, reach a forbidden goal through an emergent conjunctive dependency that neither possesses alone. |
| format | Preprint |
| id |
arxiv_https___arxiv_org_abs_2603_15978 |
| institution | arXiv |
| publishDate | 2026 |
| record_format | arxiv |
| spellingShingle | From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI Spera, Cosimo Artificial Intelligence Customer service automation is undergoing a structural transformation. The dominant paradigm is shifting from scripted chatbots and single-agent responders toward networks of specialised AI agents that compose capabilities dynamically across billing, service provision, payments, and fulfilment. This shift introduces a safety gap that no current platform has closed: two agents individually verified as safe can, when combined, reach a forbidden goal through an emergent conjunctive dependency that neither possesses alone. |
| title | From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI |
| topic | Artificial Intelligence |
| url | https://arxiv.org/abs/2603.15978 |