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

As the ecosystem of Large Language Model (LLM)-based agents expands rapidly, efficient and accurate Agent Discovery becomes a critical bottleneck for large-scale multi-agent collaboration. Existing approaches typically face a dichotomy: either relying on heavy-weight LLMs for intent parsing, leading to prohibitive latency (often exceeding 30 seconds), or using monolithic vector retrieval that sacrifices semantic precision for speed. To bridge this gap, we propose \textbf{GRAIL} (Granular Resonance-based Agent/AI Link), a novel framework achieving sub-400ms discovery latency without compromising accuracy. GRAIL introduces three key innovations: (1) \textbf{SLM-Enhanced Prediction}, replacing the generalized LLM parser with a specialized, fine-tuned Small Language Model (SLM) for millisecond-level capability tag prediction; (2) \textbf{Pseudo-Document Expansion}, augmenting agent descriptions with synthetic queries to enhance semantic density for robust dense retrieval; and (3) \textbf{MaxSim Resonance}, a fine-grained matching mechanism computing maximum similarity between user queries and discrete agent usage examples, effectively mitigating semantic dilution. Validated on \textbf{AgentTaxo-9K}, our new large-scale dataset of 9,240 agents, GRAIL reduces end-to-end discovery latency by over \textbf{79$\times$} compared to LLM-parsing baselines, while significantly outperforming traditional vector search in Recall@10. This framework offers a scalable, industrial-grade solution for the real-time ``Internet of Agents."

We present the PACE, a framework for retrieval-augmented dialogue serving that formalizes Perceived Time-to-First-Response (PTFR) as a QoE objective and minimizes it under quality/cost constraints. Unlike prior work on cascaded routing, semantic caching, or adaptive retrieval, PACE jointly controls which answer source composes the response and what fills the waiting window. Deployed on a humanoid-robot sales service, it combines three mechanisms: a load-adaptive cascading router, a joint path-filler controller, and volatility-aware cache admission. On 75k CarQA requests, the cascade halves pure-LLM PTFR at P95 (0.29 vs 0.53s at c16). The adaptive controller reaches 0.41s P95, outperforming RAG by 2.4 times at high load with equal quality. The filler controller cuts calls by 94% with zero conflict. Volatility-aware admission reduces stale answers from 86% to 0%. A gating rule ensures the controller never worse than the baseline, with exposure bounded by one hold period. This is the first quantification of filler-answer conflict risk in deployed services.

In customer contact centers, human agents often struggle with long average handling times (AHT) due to the need to manually interpret queries and retrieve relevant knowledge base (KB) articles. While retrieval augmented generation (RAG) systems using large language models (LLMs) have been widely adopted in industry to assist with such tasks, RAG faces challenges in real-time conversations, such as inaccurate query formulation and redundant retrieval of frequently asked questions (FAQs). To address these limitations, we propose a decision support system that can look beyond RAG by first identifying customer questions in real time. If the query matches an FAQ, the system retrieves the answer directly from the FAQ database; otherwise, it generates answers via RAG. Our approach reduces reliance on manual queries, providing responses to agents within 2 seconds. Deployed in AI-powered human-agent assist solution at Minerva CQ, this system improves efficiency, reduces AHT, and lowers operational costs. We also introduce an automated LLM-agentic workflow to identify FAQs from historical transcripts when no predefined FAQs exist.