SPIN Unprocessed October 15, 2026 ai_technology research
Following the Flow the Law Requires: Training Voice Agents to Transfer to Unseen Regulated Procedures in Debt Collection
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arXiv:2610.18881v1 Announce Type: new Abstract: Voice agents built on large language models (LLMs) now handle customer calls, but in regulated applications completing the task is not enough: the agent must follow a conversational flow set by law. In debt collection, it must confirm it is speaking to the debtor before mentioning the debt, identify itself and the creditor, state the amount, and avoid prohibited language. Every creditor turns these rules into its own procedure and revises it. We as
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