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[Submitted on 1 Oct 2026] Title:Following the Flow the Law Requires: Training Voice Agents to Transfer to Unseen Regulated Procedures in Debt Collection View a PDF of the paper titled Following the Flow the Law Requires: Training Voice Agents to Transfer to Unseen Regulated Procedures in Debt Collection, by Petmongkon Pornpichitsuwan and 2 other authors View PDF HTML (experimental) 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 ask whether a small, self-hosted policy can be trained once and then follow regulated procedures it has never seen. One machine-readable specification per deployment, FlowSpec, generates the policy instruction, gates the tools, supplies the supervision and defines the tests; the agent speaks only approved catalogue sentences. We fine-tune a 9-billion-parameter model on 2,506 conversations from 297 randomized procedures and evaluate a Thai outbound-call agent on four unseen deployment procedures (three debt collection, one non-debt), one from a wholly withheld lineage. Documented checks, fixed by the procedure, rise from 67--71 percents to 93--100 percents, while grounded checks, fixed by the conversation, already pass at 97--100 percents before training; scenario pass rate rises from 15/43 to 40/43. An audit of the shared specification finds 11 defects, 3 of which its own metric did not expose. Subjects: Computation and Language (cs.CL); Artificial Intelligence (cs.AI); Machine Learning (cs.LG) Cite as: arXiv:2610.18881 [cs.CL] (or arXiv:2610.18881v1 [cs.CL] for this version) https://doi.org/10.48550/arXiv.2610.18881 arXiv-issued DOI via DataCite Submission history From: Krittin Pachtrachai PhD [view email] [v1] Thu, 1 Oct 2026 03:08:52 UTC (74 KB) Full-text links: Access Paper: View a PDF of the paper titled Following the Flow the Law Requires: Training Voice Agents to Transfer to Unseen Regulated Procedures in Debt Collection, by Petmongkon Pornpichitsuwan and 2 other authors View PDF HTML (experimental) TeX Source view license Additional Features Audio Summary Current browse context: cs.CL new | recent | 2026-10 Change to browse by: cs cs.AI cs.LG References & Citations NASA ADS Google Scholar Semantic Scholar Loading... Data provided by: Bibliographic Tools Bibliographic and Citation Tools Bibliographic Explorer Toggle Bibliographic Explorer (What is the Explorer?) Connected Papers Toggle Connected Papers (What is Connected Papers?) Litmaps Toggle Litmaps (What is Litmaps?) scite.ai Toggle scite Smart Citations (What are Smart Citations?) Code, Data, Media Code, Data and Media Associated with this Article alphaXiv Toggle alphaXiv (What is alphaXiv?) Links to Code Toggle CatalyzeX Code Finder for Papers (What is CatalyzeX?) DagsHub Toggle DagsHub (What is DagsHub?) GotitPub Toggle Gotit.pub (What is GotitPub?) Huggingface Toggle Hugging Face (What is Huggingface?) ScienceCast Toggle ScienceCast (What is ScienceCast?) Demos Demos Replicate Toggle Replicate (What is Replicate?) Spaces Toggle Hugging Face Spaces (What is Spaces?) Spaces Toggle TXYZ.AI (What is TXYZ.AI?) Related Papers Recommenders and Search Tools Link to Influence Flower Influence Flower (What are Influence Flowers?) Core recommender toggle CORE Recommender (What is CORE?) Author Venue Institution Topic About arXivLabs arXivLabs: experimental projects with community collaborators arXivLabs is a framework that allows collaborators to develop and share new arXiv features directly on our website. Both individuals and organizations that work with arXivLabs have embraced and accepted our values of openness, community, excellence, and user data privacy. arXiv is committed to these values and only works with partners that adhere to them. Have an idea for a project that will add value for arXiv's community? Learn more about arXivLabs. Which authors of this paper are endorsers? | Disable MathJax (What is MathJax?)