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.
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×} 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.
Long-term conversational memory is a retrieval workload classical IR was not built for: the index grows during the query stream, query types shift intra-session, and the latency budget per retrieval is sub-10 ms. Lucene-class engines treat the index as static and the query as stateless, leaving the workload's structure unexploited. AgentIR treats fusion as a per-query decision along two axes: which fusion to apply (BM25, Dense, RRF, or agent-aware RRF), and whether the ~52 ms dense channel is worth running at all. The second axis is a confidence-triggered cascade router that decides from the BM25 top-k margin alone and re-tunes across workloads without retraining. On LongMemEval (n=500), where the dense channel does add information, the cascade skips 63% of queries at parity LLM-judged accuracy (2.67x faster under two judges, paired bootstrap p>=0.88); per-qtype thresholds extend this to 5.76x under 5-fold cross-validation. On LoCoMo (n=1,982), where BM25 alone is already the strongest single system, the same trigger auto-tunes to a 100% skip rate (132x faster, +0.089 Hit@5). Capacity on a shared 8-core VM rises from ~154 to ~1,400 concurrent agents (9x). Underneath the cascade, a time-partitioned index does O(log 1/epsilon) work independent of corpus size: 1234x corpus growth costs only 3.6x latency, ending in 1769x over sequential at sub-100 us p50 on 5M records. At parity quality with Lucene on 9 BEIR datasets up to 8.8M docs, the substrate runs 10x geo-mean over Pyserini 8T and 11x over PISA-1T BlockMax-WAND; an A100 reaches 1.8-39x over Pyserini 8T; chunked index build sustains 56.8K docs/sec on MS MARCO. Three subtle BM25/GPU correctness pitfalls that silently regress nDCG@10 by 6-8x are documented and fixed; post-fix CPU and GPU agree within 0.0002 nDCG@10 on all eight datasets that fit a single A100.