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Chengyuan Liu

3 papers indexed

arxivcs.AIcs.CL2026-07-01

When Should Service Agents Reconsider? Difficulty-Routed Control in Customer-Service Operations

Qian Chen, Chengyuan Liu, Xin Yu

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 change…

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