From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI
Artificial Intelligence
2026-03-20 v2
Abstract
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.
Cite
@article{arxiv.2603.15978,
title = {From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI},
author = {Cosimo Spera},
journal= {arXiv preprint arXiv:2603.15978},
year = {2026}
}