PulseCX: Breaking the Closed-World Assumption in Real-Time CX

Engineering notes

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Chinese explanation / 中文解读

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Original abstract

Conversational AI agents in Customer Experience (CX) typically suffer from a Closed-World Constraint, ignoring high-velocity external shifts like viral trends or outages. Ad-hoc web search attempts to bridge this gap but often introduce prohibitive latency and context poisoning. We introduce PulseCX, a framework that decouples knowledge acquisition from consumption. Adopting a structure-first paradigm, PulseCX employs an asynchronous agent to linearize signals into a Decay-Aware Temporal Knowledge Graph (DA-TKG) governed by reinforcement--decay dynamics to actively manage information lifecycles. By coupling this self-evolving memory with hierarchical intent gating, PulseCX removes synchronous search bottlenecks (<10ms overhead) and drives significant gains in Intent Resolution (IRR) and Customer Satisfaction (s-CSAT) in dynamic environments.

Links and sources

• Official / arXiv page
• PDF from original source

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