papers / crm-truthfulness

CRM Truthfulness: Consent, Evidence, and Record Integrity in Sales Agents

Pooria Arab · orcid 0009-0005-9964-6841 · 2026-10-29 · Published on Zenodo

abstract

CRM Truthfulness evaluates sales-agent actions against consent records and product evidence. It contains 40 fictional episodes across 8 scenarios. We study scripted controls and a simulated factorial ablation, using replay rather than an agent's claimed final state. The packaged compliant control has full-credit rate 40/40; 1.000 [0.912, 1.000] (95% Wilson interval). Empty, constant, echo, refusal, and first-tool controls earn no credit. Removing lookup leaves scores unchanged, exposing a process-coverage limit. Simulated consent removal produces forbidden-contact violation rate 10/10; 1.000 [0.722, 1.000] (95% Wilson interval). Claim and record controls affect distinct score components. All 16 conditions reproduce their semantic traces. These are privileged scripted experiments, not learned-model results. Lexical claim checks, public templates, and the lack of human validation limit external conclusions.

benchmark: benchmark-crm-truthfulness. submitted to: none recorded.

citation

Arab, Pooria (2026). CRM Truthfulness: Consent, Evidence, and Record Integrity in Sales Agents. https://doi.org/10.5281/zenodo.23752395

bibtex

@misc{crm-truthfulness,
  author = {Arab, Pooria},
  title = {CRM Truthfulness: Consent, Evidence, and Record Integrity in Sales Agents},
  year = {2026},
  doi = {10.5281/zenodo.23752395},
  url = {https://pooriaarab.com/papers/crm-truthfulness},
}

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