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Showing posts with label enterprise application of LLM. Show all posts
Showing posts with label enterprise application of LLM. Show all posts

Wednesday, January 28, 2026

Yueli (KGM Engine): The Technical Foundations, Practical Pathways, and Business Value of an Enterprise-Grade AI Q&A Engine

January 28, 2026

Introduction

Yueli (KGM Engine) is an enterprise-grade knowledge computation and AI application engine developed by HaxiTAG.
Designed for private enterprise data and complex business scenarios, it provides an integrated capability stack covering model inference, fine-tuning, Retrieval-Augmented Generation (RAG), and dynamic context construction. These capabilities are exposed through 48 production-ready, application-level APIs, directly supporting deployable, operable, and scalable AI application solutions.

At its core, Yueli is built on several key insights:

  • In enterprise contexts, the critical factor for AI success is not whether a model is sufficiently general-purpose, but whether it can be constrained by knowledge, driven by business logic, and sustainably operated.

  • Enterprise users increasingly expect direct, accurate answers, rather than time-consuming searches across websites, documentation, and internal systems.

  • Truly scalable enterprise AI is not achieved through a single model capability, but through the systematic integration of multi-model collaboration, knowledge computation, and dynamic context management.

Yueli’s objective is not to create a generic chatbot, but to help enterprises build their own AI-powered Q&A systems, search-based question-answering solutions, and intelligent assistants, and to consolidate these capabilities into long-term, reusable business infrastructure.

What Problems Does Yueli (KGM Engine) Solve?

Centered on the core challenge of how enterprises can transform their proprietary knowledge and model capabilities into stable and trustworthy AI applications, Yueli (KGM Engine) addresses the following critical issues:

  1. Model capabilities fail to translate into business value: Direct calls to large model APIs are insufficient for adapting to enterprise knowledge systems that are complex, highly specialized, and continuously evolving.

  2. Unstable RAG performance: High retrieval noise and coarse context assembly often lead to inconsistent or erroneous answers.

  3. High complexity in multi-model collaboration: Inference, fine-tuning, and heterogeneous model architectures are difficult to orchestrate and govern in a unified manner.

  4. Lack of business-aware context and dialogue management: Systems struggle to dynamically construct context based on user intent, role, and interaction stage.

  5. Uncontrollable and unauditable AI outputs: Enterprises lack mechanisms for permissions, brand alignment, safety controls, and compliance governance.

Yueli (KGM Engine) is positioned as the “middleware engine” for enterprise AI applications, transforming raw model capabilities into manageable, reusable, and scalable product-level capabilities.

Overview of the Overall Solution Architecture

Yueli (KGM Engine) adopts a modular, platform-oriented architecture, composed of four tightly integrated layers:

  1. Multi-Model Capability Layer

    • Supports multiple model architectures and capability combinations

    • Covers model inference, parameter-efficient fine-tuning, and capability evaluation

    • Dynamically selects optimal model strategies for different tasks

  2. Knowledge Computation and Enhanced Retrieval Layer (KGM + Advanced RAG)

    • Structures, semantically enriches, and operationalizes enterprise private knowledge

    • Enables multi-strategy retrieval, knowledge-aware ranking, and context reassembly

    • Supports complex, technical, and cross-document queries

  3. Dynamic Context and Dialogue Governance Layer

    • Constructs dynamic context based on user roles, intent, and interaction stages

    • Enforces output boundaries, brand consistency, and safety controls

    • Ensures full observability, analytics, and auditability of conversations

  4. Application and API Layer (48 Product-Level APIs)

    • Covers Q&A, search-based Q&A, intelligent assistants, and business copilots

    • Provides plug-and-play application capabilities for enterprises and partners

    • Supports rapid integration with websites, customer service systems, workbenches, and business platforms

Core Methods and Key Steps

Step 1: Unified Orchestration and Governance of Multi-Model Capabilities

Yueli (KGM Engine) is not bound to a single model. Instead, it implements a unified capability layer that enables:

  • Abstraction and scheduling of multi-model inference capabilities

  • Parameter-efficient fine-tuning (e.g., PEFT, LoRA) for task adaptation

  • Model composition strategies tailored to specific business scenarios

This approach allows enterprises to make engineering-level trade-offs between cost, performance, and quality, rather than being constrained by any single model.

Step 2: Systematic Modeling and Computation of Enterprise Knowledge

The engine supports unified processing of multiple data sources—including website content, product documentation, case studies, internal knowledge bases, and customer service logs—leveraging KGM mechanisms to achieve:

  • Semantic segmentation and context annotation

  • Extraction of concepts, entities, and business relationships

  • Semantic alignment at the brand, product, and solution levels

As a result, enterprise knowledge is transformed from static content into computable, composable knowledge assets.

Step 3: Advanced RAG and Dynamic Context Construction

During the retrieval augmentation phase, Yueli (KGM Engine) employs:

  • Multi-layer retrieval with permission filtering

  • Joint ranking based on knowledge confidence and business relevance

  • Dynamic context construction tailored to question types and user stages

The core objective is clear: to ensure that models generate answers strictly within the correct knowledge boundaries.

Step 4: Product-Level API Output and Business Integration

All capabilities are ultimately delivered through 48 application-level APIs, supporting:

  • AI-powered Q&A and search-based Q&A on enterprise websites

  • Customer service systems and intelligent assistant workbenches

  • Industry solutions integrated by ecosystem partners

Yueli (KGM Engine) has already been deployed at scale in HaxiTAG’s official website customer service, the Yueli Intelligent Assistant Workbench, and dozens of real-world enterprise projects. In large-scale deployments, it has supported datasets exceeding 50 billion records and more than 2PB of data, validating its robustness in production environments.

A Practical Guide for First-Time Adopters

For teams building an enterprise AI Q&A engine for the first time, the following path is recommended:

  1. Start with high-value, low-risk scenarios (website product Q&A as the first priority)

  2. Clearly define the “answerable scope” rather than pursuing full coverage from the outset

  3. Prioritize knowledge quality and structure before frequent model tuning

  4. Establish evaluation metrics such as hit rate, accuracy, and conversion rate

  5. Continuously optimize knowledge structures based on real user interactions

The key takeaway is straightforward: 80% of the success of an AI Q&A system depends on knowledge engineering, not on model size.

Yueli (KGM Engine) as an Enterprise AI Capability Foundation

Yueli provides a foundational layer of enterprise AI capabilities, whose effectiveness is influenced by several conditions:

  • The quality and update mechanisms of enterprise source knowledge

  • The maturity of data assets and underlying data infrastructure

  • Clear definitions of business boundaries, permissions, and answer scopes

  • Scenario-specific requirements for cost control and response latency

  • The presence of continuous operation and evaluation mechanisms

Accordingly, Yueli is not a one-off tool, but an AI application engine that must evolve in tandem with enterprise business operations.

Conclusion

The essence of Yueli (KGM Engine) lies in helping enterprises upgrade “content” into “computable knowledge,” and transform “visitors” into users who are truly understood and effectively served.

It does not merely ask whether AI can be used for question answering. Instead, it addresses a deeper question:

How can enterprises, under conditions of control, trust, and operational sustainability, truly turn AI-powered Q&A into a core business capability?

This is precisely the fundamental value that Yueli (KGM Engine) delivers across product, technology, and business dimensions.

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Friday, January 23, 2026

From “Controlled Experiments” to “Replicable Scale”: How BNY’s Eliza Platform Turns Generative AI into a Bank-Grade Operating System

January 23, 2026

Opening: Context and Inflection Point

The Bank of New York Mellon (BNY) is not an institution that can afford to “experiment at leisure.” It operates at the infrastructural core of the global financial system—asset custody, clearing, and the movement and safeguarding of data and cash. As of the third quarter of 2025, the value of assets under custody and/or administration reached approximately USD 57.8 trillion. Any error, delay, or compliance lapse in its processes is therefore magnified into systemic risk. ([bny.com][1])

When ChatGPT ignited the wave of generative AI at the end of 2022, BNY did not confine its exploration to a small circle of engineers or innovation labs. Instead, it elevated the question to the level of how the enterprise itself should operate. If AI is destined to become the operating system of future technology, then within a systemically important financial institution it cannot exist as a peripheral tool. It must scale within clearly defined boundaries of governance, permissions, auditability, and accountability. ([OpenAI][2])

This marked the inflection point. BNY chose to build a centralized platform—Eliza—integrating model capabilities, governance mechanisms, and workforce enablement into a single, scalable system of work, developed in collaboration with frontier model providers such as OpenAI. ([OpenAI][2])

Problem Recognition and Internal Reflection: The Bottleneck Was Not Models, but Structural Imbalance

In large financial institutions, the main barrier to scaling AI is rarely compute or model availability. More often, it lies in three forms of structural imbalance:

  • Information silos and fragmented permissions: Data and knowledge across legal, compliance, business, and engineering functions fail to flow within a unified boundary, resulting in “usable data that cannot be used” and “available knowledge that cannot be found.”

  • Knowledge discontinuity and poor reuse: Point-solution proofs of concept generate prompts, agents, and best practices that are difficult to replicate across teams. Innovation is repeatedly reinvented rather than compounded.

  • Tension between risk review and experimentation speed: In high-risk industries, governance is often layered into approval stacks, slowing experimentation and deployment until both governance and innovation lose momentum.

BNY reached a clear conclusion: governance should not be the brake on AI at scale—it should be the accelerator. The prerequisite is to design governance into the system itself, rather than applying it as an after-the-fact patch. Both OpenAI’s case narrative and BNY’s official communications emphasize that Eliza’s defining characteristic is governance embedded at the system level. Prompts, agent development, model selection, and sharing all occur within a controlled environment, with use cases continuously reviewed through cross-functional mechanisms. ([OpenAI][2])

Strategic Inflection and the Introduction of an AI Platform: From “Using AI” to “Re-architecting Work”

BNY did not define generative AI as a point-efficiency tool. It positioned it as a system of work and a platform capability. This strategic stance is reflected in three concrete moves:

  1. Centralized AI Hub + Enterprise Platform Eliza
    A single entry point, a unified capability stack, and consistent governance and audit boundaries. ([OpenAI][2])

  2. From Use-Case Driven to Platform-Driven Adoption
    Every department is empowered to build first, with sharing and reuse enabling scale. Eliza now supports 125+ active use cases, with 20,000 employees actively building agents. ([OpenAI][2])

  3. Embedding “Deep Research” into the Decision Chain
    For complex tasks such as legal analysis, risk modeling, and scenario planning, multi-step reasoning is combined with internal and external data as a pre-decision thinking partner, working in tandem with agents to trigger follow-on actions. ([OpenAI][2])

Organizational Intelligence Re-architecture: From Departmental Coordination to Integrated Knowledge, Workflow, and Accountability

Eliza is not “another chat tool.” It represents a reconfiguration of how the organization operates. The transformation can be summarized along three linked pathways:

1. Departmental Coordination → Knowledge-Sharing Mechanisms

Within Eliza, BNY developed a mode of collaboration characterized by joint experimentation, shared prompts, reusable agents, and continuous iteration. Collaboration no longer means more meetings; it means faster collective validation and reuse. ([OpenAI][2])

2. Data Reuse → Formation of Intelligent Workflows

By unifying permissions, controls, and oversight at the platform level, Eliza allows “usable data” and “usable knowledge” to enter controlled workflows. This reduces redundant labor and gray processes while laying the foundation for scalable reuse. ([bny.com][3])

3. Decision Models → Model-Based Consensus

In high-risk environments, model outputs must be tied to accountability. BNY’s approach productizes governance itself: cross-functional review and visible, in-platform controls ensure that use cases evolve from the outset within a consistent risk and oversight framework. ([bny.com][3])

From HaxiTAG’s perspective, the abstraction is clear: the deliverable of AI transformation is not a single model, but a replicable intelligent work system. In product terms, this often corresponds to a composable platform architecture—such as YueLi Engine (knowledge computation and orchestration), EiKM (knowledge accumulation and reuse), and vertical systems like ESGtank—that connects knowledge, tools, workflows, and auditability within a unified boundary.

Performance and Quantified Impact: Proving That Scale Is More Than a Slogan

What makes BNY’s case persuasive is that early use cases were both measurable and repeatable:

  • Contract Review Assistant: For more than 3,000 supplier contracts per year, legal review time was reduced from four hours to one hour, a 75% reduction. ([OpenAI][2])

  • Platform Scale Metrics: With 125+ active use cases and 20,000 employees building agents, capability has expanded from a small group of experts to the organizational mainstream. ([bny.com][3])

  • Cultural and Capability Diffusion: Training programs and community-based initiatives encouraged employees to see themselves as problem solvers and agent builders, reinforced through cross-functional hackathons. ([OpenAI][2])

Together, these indicators point to a deeper outcome: AI’s value lies not merely in time savings, but in upgrading knowledge work from manual handling to controlled, autonomous workflows, thereby increasing organizational resilience and responsiveness.

Governance and Reflection: Balancing Technology and Ethics Through “Endogenous Governance”

In financial services, AI risks are tangible rather than theoretical—data misuse, privacy and compliance violations, hallucination-driven errors, permission overreach, and non-traceable audits can all escalate into reputational or regulatory crises.

BNY’s governance philosophy avoids adding yet another “AI approval layer.” Instead, governance is built into the platform itself:

  • Unified permissions, security protections, and oversight mechanisms;

  • Continuous pre- and post-deployment evaluation of use cases;

  • Governance designed to accelerate action, not suppress innovation. ([bny.com][3])

The lessons for peers are straightforward:

  1. Define accountability boundaries before autonomy: Without accountable autonomy, scalable agents are impossible.

  2. Productize governance, don’t proceduralize it: Governance trapped in documents and meetings cannot scale.

  3. Treat training as infrastructure: The real bottleneck is often the distribution of capability, not model performance.

Overview of AI Application Impact in BNY Scenarios

Application ScenarioAI Capabilities UsedPractical ImpactQuantified ResultsStrategic Significance
Supplier Contract ReviewNLP + Retrieval-Augmented Generation (RAG) + Structured SummarizationFaster legal review and greater consistencyReview time reduced from 4 hours to 1 hour (-75%); 3,000+ contracts/year ([OpenAI][2])Transforms high-risk knowledge work into auditable workflows
HR Policy Q&AEnterprise knowledge Q&A + Permission controlFewer manual requests; unified responsesReduced manual requests and improved consistency (no disclosed figures) ([OpenAI][2])Reduces organizational friction through knowledge reuse
Risk Insight AgentMulti-step reasoning + internal/external data fusionEarly identification of emerging risk signalsNo specific lead time disclosed (described as pre-emptive intervention) ([OpenAI][2])Enhances risk resilience through cognitive front-loading
Enterprise-Scale Platform (Eliza)Agent building/sharing + unified governance + controlled environmentExpands innovation from experts to the entire workforce125+ active use cases; 20,000 employees building agents ([bny.com][3])Turns AI into the organization’s operating system

HaxiTAG-Style Intelligent Leap: Delivering Experience and Value Transformation, Not a Technical Checklist

BNY’s case is representative not because of which model it adopted, but because it designed a replicable diffusion path for generative AI: platform-level boundaries, governance-driven acceleration, culture-shaping training, and trust built on measurable outcomes. ([OpenAI][2])

For HaxiTAG, this is precisely where productization and delivery methodology converge. With YueLi Engine, knowledge, data, models, and workflows are orchestrated into reusable intelligent pipelines; with EiKM, organizational experience is accumulated into searchable, reviewable knowledge assets; and through systems such as ESGtank, intelligence is embedded directly into compliance and governance frameworks. The result is AI that enters daily enterprise operations in a controllable, auditable, and replicable form.

When AI is truly embedded into an organization’s permission structures, audit trails, and accountability mechanisms, it ceases to be a passing efficiency trend—and becomes a compounding engine of long-term competitive advantage.

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Friday, January 16, 2026

AI-Driven Cognitive Transformation: From Strategic Insight to Practical Capability

January 16, 2026

In the current wave of digital transformation affecting both organizations and individuals, artificial intelligence is rapidly moving from the technological frontier to the very center of productivity and cognitive augmentation. Recent research by Deloitte indicates that while investment in AI continues to rise, only a limited number of organizations are truly able to unlock its value. The critical factor lies not in the technology itself, but in how leadership teams understand, dynamically steer, and collaboratively advance AI strategy execution.

For individuals—particularly decision-makers and knowledge workers—moving beyond simple tool usage and entering an AI-driven phase of cognitive and capability enhancement has become a decisive inflection point for future competitiveness. (Deloitte)

Key Challenges in AI-Driven Individual Cognitive Advancement

As AI becomes increasingly pervasive, the convergence of information overload, complex decision-making scenarios, and high-dimensional variables has rendered traditional methods insufficient for fast and accurate understanding and judgment. Individuals commonly face the following challenges:

Rising Density of Multi-Layered Information

Real-world problems often span multiple domains, incorporate large volumes of unstructured data, and involve continuously changing variables. This places extraordinary demands on an individual’s capacity for analysis and reasoning, far beyond what memory and experience alone can efficiently manage.

Inefficiency of Traditional Analytical Pathways

When confronted with large-scale data or complex business contexts, linear analysis and manual synthesis are time-consuming and error-prone. In cross-domain cognitive tasks, humans are especially susceptible to local-optimum bias.

Fragmented AI Usage and Inconsistent Outcomes

Many individuals treat AI tools merely as auxiliary search engines or content generators, lacking a systematic understanding and integrated approach. As a result, outputs are often unstable and fail to evolve into a reliable productivity engine.

Together, these issues point to a central conclusion: isolated use of technology cannot break through cognitive boundaries. Only by structurally embedding AI capabilities into one’s cognitive system can genuine transformation be achieved.

How AI Builds a Systematic Path to Cognitive and Capability Enhancement

AI is not merely a generative tool; it is a platform for cognitive extension. Through deep understanding, logical reasoning, dynamic simulation, and intelligent collaboration, AI enables a step change in individual capability.

Structured Knowledge Comprehension and Summarization

By leveraging large language models (LLMs) for semantic understanding and conceptual abstraction, vast volumes of text and data can be transformed into clear, hierarchical, and logically coherent knowledge frameworks. With AI assistance, individuals can complete analytical work in minutes that would traditionally require hours or even days.

Causal Reasoning and Scenario Simulation

Advanced AI systems go beyond restating information. By incorporating contextual signals, they construct “assumption–outcome” scenarios and perform dynamic simulations, enabling forward-looking understanding of potential consequences. This capability is particularly critical for strategy formulation, business insight, and market forecasting.

Automated Knowledge Construction and Transfer

Through automated summarization, analogy, and predictive modeling, AI establishes bridges between disparate problem domains. This allows individuals to efficiently transfer existing knowledge across fields, accelerating cross-disciplinary cognitive integration.

Dimensions of AI-Driven Enhancement in Individual Cognition and Productivity

Based on current AI capabilities, individuals can achieve substantial gains across the following dimensions:

1. Information Integration Capability

AI can process multi-source, multi-format data and text, consolidating them into structured summaries and logical maps. This dramatically improves both the speed and depth of holistic understanding in complex domains.

2. Causal Reasoning and Contextual Forecasting

By assisting in the construction of causal chains and scenario hypotheses, AI enables individuals to anticipate potential outcomes and risks under varying strategic choices or environmental changes.

3. Efficient Decision-Making and Strategy Optimization

With AI-powered multi-objective optimization and decision analysis, individuals can rapidly quantify differences between options, identify critical variables, and arrive at decisions that are both faster and more robust.

4. Expression and Knowledge Organization

AI’s advanced language generation and structuring capabilities help translate complex judgments and insights into clear, logically rigorous narratives, charts, or frameworks—substantially enhancing communication and execution effectiveness.

These enhancements not only increase work speed but also significantly strengthen individual performance in high-complexity tasks.

Building an Intelligent Human–AI Collaboration Workflow

To truly integrate AI into one’s working methodology and thinking system, the following executable workflow is essential:

Clarify Objectives and Information Boundaries

Begin by clearly defining the scope of the problem and the core objectives, enabling AI to generate outputs within a well-defined and high-value context.

Design Iterative Query and Feedback Loops

Adopt a cycle of question → AI generation → critical evaluation → refined generation, continuously sharpening problem boundaries and aligning outputs with logical and practical requirements.

Systematize Knowledge Abstraction and Archiving

Organize AI-generated structured cognitive models into reusable knowledge assets, forming a personal repository that compounds value over time.

Establish Human–AI Co-Decision Mechanisms

Create feedback loops between human judgment and AI recommendations, balancing machine logic with human intuition to optimize final decisions.

Through such workflows, AI evolves from a passive tool into an active extension of the individual’s cognitive system.

Case Abstraction: Transforming AI into a Cognitive Engine

Deloitte’s research highlights that high-ROI AI practices typically emerge from cross-functional leadership collaboration rather than isolated technological deployments. Individuals can draw directly from this organizational insight: by treating AI as a cognitive collaboration interface rather than a simple automation tool, personal analytical depth and strategic insight can far exceed traditional approaches. (Deloitte)

For example, in strategic planning, market analysis, and cross-business integration tasks, LLM-driven causal reasoning and scenario simulation allow individuals to construct multi-layered interpretive pathways in a short time, continuously refining them with real-time data to adapt swiftly to dynamic market conditions.

Conclusion

AI-driven cognitive transformation is not merely a replacement of tools; it represents a fundamental restructuring of thinking paradigms. By systematically embedding AI’s language comprehension, deep reasoning, and automated knowledge construction capabilities into personal workflows, individuals are no longer constrained by memory or linear logic. Instead, they can build clear, executable cognitive frameworks and strategic outputs within large-scale information environments.

This transformation carries profound implications for individual professional capability, strategic judgment, and innovation velocity. Those who master such human–AI collaborative cognition will maintain a decisive advantage in an increasingly complex and knowledge-intensive world.

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Thursday, November 20, 2025

The Leap of Intelligent Customer Service: From Response to Service

November 20, 2025

Applications and Insights from HaxiTAG’s Intelligent Customer Service System in Enterprise Service Transformation

Background and Inflection Point: From Service Pressure to an Intelligent Opportunity

In an era where customer experience determines brand loyalty, customer service systems have become the front-line nervous system of the enterprise. Over the past five years, as digital transformation has accelerated and customer touchpoints have multiplied, service centers have steadily shifted from a “cost center” to a “center of experience and data.”
Yet most organizations face the same bottlenecks: surging inquiry volumes, delayed responses, fragmented knowledge, long training cycles, and insufficient data accumulation. In a multi-channel world (web, WeChat, apps, mini-programs), information silos intensify, eroding service consistency and causing volatility in customer satisfaction.

According to McKinsey (2024), more than 60% of global customer-service interactions are repetitive, while fewer than 15% of enterprises have achieved end-to-end intelligent response. The problem is not the absence of algorithms but the fragmentation of cognitive structures and knowledge systems. Whether it is product consultations in manufacturing, compliance interpretation in financial services, or public Q&A in government service, most customer-service systems remain trapped in structurally human-intensive, slow-responding, and knowledge-siloed models. Against this backdrop, HaxiTAG’s Intelligent Customer Service System has become a pivotal opportunity for enterprises to break through the bottleneck of organizational intelligence.

In 2023, a group with assets exceeding RMB 10 billion and spanning manufacturing and services ran into a customer-service crisis during global expansion. Monthly inquiries surpassed 100,000; average first-response time reached 2.8 minutes; churn rose by 12%. Traditional knowledge bases could not keep pace with dynamic product updates, and annual training costs per agent soared to RMB 80,000. At a mid-year strategy meeting, senior leadership declared:

“Customer service must become a data asset, not a liability.”

That decision marked the key turning point for adopting HaxiTAG’s Intelligent Customer Service System.

Problem Recognition and Organizational Reflection: Data Lag and Knowledge Gaps

Internal diagnostics showed the primary bottleneck was not “insufficient headcount” but cognitive misalignment—a disconnect between information access and its application. Agents struggled to locate standard answers quickly; knowledge updates lagged behind product iteration; and despite rich customer text data, the analytics team lacked semantic mining tools to extract trend insights.

Typical issues included:

  • The same questions being answered repeatedly across different channels.

  • Opaque escalation paths and frequent human handoffs.

  • Disconnected CRM and knowledge-base data, making end-to-end journey tracking difficult.

As HaxiTAG’s pre-implementation assessment noted:

“Knowledge silos slow response and weaken organizational learning. To fix service efficiency, start with information structure re-architecture, not headcount increases.”

The Turn and AI Strategy Introduction: From Passive Reply to Intelligent Reasoning

In early 2024, the group launched a “Customer Intelligent Service Program” with HaxiTAG’s Intelligent Customer Service System as the core platform.
Built on the YueLi Knowledge Computing Engine and AI Application Middleware, and integrating large language models (LLM) and Generative AI (GenAI), the system aims to endow service with three capabilities: understanding, induction, and reasoning.

The first deployment scenario was pre-sales intelligent assistance:
When a website visitor asked about “differences between Model A and Model B,” the system instantly identified intent, invoked structured product data and FAQ corpora in the Knowledge Computing Engine, generated a clear comparison table via semantic matching, and offered configuration recommendations. For “pricing/solution” requests, the system automatically determined whether to hand off to a human while preserving context for seamless collaboration.

Within three months, deployment was complete. The AI covered 80% of mainstream Q&A scenarios; average response time fell to 0.6 seconds; first-answer accuracy climbed to 92%.

Organizational Intelligent Re-architecture: A Knowledge-Driven Service Ecosystem

The intelligent customer-service system is not merely a front-office tool; it becomes the enterprise’s cognitive hub.
Through KGM (Knowledge Graph Management) plus automated dataflow orchestration, the YueLi Knowledge Computing Engine semantically restructures internal assets—product manuals, service dialogs, contract clauses, technical documents, and CRM records.

The service organization achieved, for the first time:

  • Enterprise-wide knowledge sharing: a unified semantic index used by both humans and AI.

  • Dynamic knowledge updates: automatic extraction of new semantic nodes from dialogs, regularly triggering knowledge-update pipelines.

  • Cross-functional collaboration: service, marketing, and R&D teams sharing pain-point data to establish a closed-loop feedback process.

A built-in knowledge-flow tracking module visualizes usage paths and update frequencies, shifting knowledge-asset management from static curation to dynamic intelligence.

Performance and Data Outcomes: From Efficiency Dividend to Cognitive Dividend

Six months post-launch, results were significant:

Metric Before After Improvement
First-response time 2.8 min 0.6 s ↓ 99.6%
Auto-reply coverage 25% 70% ↑ 45%
Training cycle 4 weeks 2 weeks ↓ 50%
Customer satisfaction 83% 94% ↑ 11%
Cost per inquiry RMB 2.1 RMB 0.9 ↓ 57%

Log analysis showed intent-recognition F1 rose to 0.91, and semantic error rate dropped to 3.5%. More importantly, the system consolidated high-frequency questions into “learnable knowledge nodes,” informing subsequent product design. The marketing team distilled five feature proposals from service corpora; two were accepted into the next-gen product roadmap.

This marks a shift from an efficiency dividend to a cognitive dividend—AI amplifying the organization’s capacity to learn and decide.

Governance and Reflection: The Art of Balance in Intelligent Service

Intelligent uplift brings new challenges—model bias, privacy compliance, and transparency. HaxiTAG embedded a governance framework around explainable AI and data minimization:

  • Model explainability: each AI recommendation includes knowledge provenance and citation trails.

  • Data security: private deployment keeps data within the enterprise; sensitive corpora are encrypted by tier.

  • Compliance and ethics: under the Data Security Law and Personal Information Protection Law, Q&A de-identification is enforced; audit logs provide end-to-end traceability.

The enterprise ultimately codified a reusable governance formula:

“Transparent data + controllable algorithms = sustainable intelligence.”

That became the precondition for scaling the program.

Appendix: Snapshot of AI Utility in Intelligent Customer Service

Application Scenario AI Capability Practical Utility Quantified Outcome Strategic Significance
Real-time webchat response NLP/LLM + intent recognition Cuts first-reply latency Response time ↓ 99.6% Better CX
Pre-sales recommendations Semantic search + knowledge graph Precise model selection guidance Accuracy ↑ to 92% Higher conversion
Agent assist & suggestions LLM + context understanding Less manual lookup time Average time saved 40% Human-AI collaboration
Data insights & trend mining Semantic clustering + keyword analysis Reveals new product needs Hot-word analysis accuracy 88% Product innovation
Safety & compliance Explainable models + data encryption Ensures compliant use Zero data leakage Trust architecture
Data intelligence for heterogeneous multimodal data Data labeling + LLM-augmented interpretation + modeling/structuring Operationalizes multi-source multimodal data Assistant efficiency ×5, cost –30% Build data assets & moat
Data-driven governance Semantic clustering + trend forecasting Surfaces high-frequency pain points Early detection of latent needs Supports product iteration

Conclusion: An Intelligent Leap from Lab to Industry

The successful rollout of HaxiTAG’s Intelligent Customer Service System signifies a shift from passive response to proactive cognition. It is not a human replacement, but a continuously learning, feedback-driven, and self-optimizing enterprise intelligence agent. From the YueLi Knowledge Computing Engine to the AI middleware, from knowledge integration to strategy generation, HaxiTAG is advancing the journey from process automation to cognitive automation, turning service into an on-ramp for intelligent decision-making.

Looking ahead—through the fusion of multimodal interaction and enterprise-specific foundation models—HaxiTAG will deepen applications across finance, manufacturing, government, and energy, enabling every enterprise to discover its own “integrated cognition and decision service engine” amid the wave of intelligent transformation.



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