When Should Service Agents Reconsider? Difficulty-Routed Control in Customer-Service Operations
Autonomous customer-service agents are shifting from conversational interfaces toward operational execution roles: they retrieve firm records, apply service policies, and execute backend writes such as refunds, cancellations, exchanges, order modifications, and reservation changes. This shift creates a service-control problem: firms must keep routine service fast and low-friction while preventing operational errors on requests where customer instructions, policy constraints, firm records, and backend writes interact. We propose a difficulty-routed service-control architecture that asks when service agents should reconsider before acting. A lightweight router keeps routine sessions on a lo...
| Authors | Qian Chen, Chengyuan Liu, Xin Yu |
|---|---|
| Primary category | cs.AI |
| Published | 1 July 2026 |
| Last updated at source | 1 July 2026 |
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