CRM agents approve deals that break company policy in 29 of 31 cases when the sales rep's note says they're fine

arXiv·medium signalXBlueskyLinkedInCopy link

arXiv 2609.28854 ran 100 lead-qualification tasks from CRMArena-Pro. On the 31 where the rep's recorded claim contradicts the price list or installation policy, a model reading the transcript clears the deal in 29, and seven models from four providers were misled 87-97% of the time, with no benefit from scale or explicit reasoning. Only 3 of 35 real failures involved no such claim, and adding the records cut strict accuracy from 41 to 18 while raising recall. Agents over business records need context tagged by who wrote it and what that party stands to gain.