PulseCX: Breaking the Closed-World Assumption in Real-Time CX
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 synchro...
| Authors | Rajat Agarwal, Suvidha Tripathi, Shubham Sharma |
|---|---|
| Primary category | cs.AI |
| Published | 19 June 2026 |
| Last updated at source | 19 June 2026 |
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