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arXiv · 2603.15978

From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI

Cosimo Spera
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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.

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Cosimo Spera. 2026-03-16. From Workflow Automation to Capability Closure: A Formal Framework for Safe and Revenue-Aware Customer Service AI. https://arxiv.org/abs/2603.15978

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