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

arXiv: https://arxiv.org/abs/2606.21124 · HTML: https://mlsanity.com/paper/2606.21124/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Builds on 9 of its 14 references that are in the map.
- First posted on arXiv 19 Jun 2026.

## Builds on (most cited first, 9 of 9)

- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [ReAct: Synergizing Reasoning and Acting in Language Models](https://mlsanity.com/paper/2210.03629/) (2022)
- [A Survey on Large Language Model based Autonomous Agents](https://mlsanity.com/paper/2308.11432/) (2023)
- [AgentPoison: Red-teaming LLM Agents via Poisoning Memory or Knowledge Bases](https://mlsanity.com/paper/2407.12784/) (2024)
- [Memory in the Age of AI Agents](https://mlsanity.com/paper/2512.13564/) (2025)
- [Temporal Knowledge Question Answering via Abstract Reasoning Induction](https://mlsanity.com/paper/2311.09149/) (2023)
- [Two-stage Generative Question Answering on Temporal Knowledge Graph Using Large Language Models](https://mlsanity.com/paper/2402.16568/) (2024)
- [Everything is Context: Agentic File System Abstraction for Context Engineering](https://mlsanity.com/paper/2512.05470/) (2025)
- [Security Risks of Agentic Vehicles: A Systematic Analysis of Cognitive and Cross-Layer Threats](https://mlsanity.com/paper/2512.17041/) (2025)

## Abstract (arXiv)

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.