The knowledge that resolves a ticket is scattered across implementation docs, configuration records, patch notes, SOPs and past tickets. Hand built an AI knowledge base for ERP operations on MOI, with retrieval scoped to each customer's environment and version, and answers that cite their source.
Hand Enterprise Solutions is one of China's largest enterprise digital-transformation service providers, listed on the ChiNext board. It grew out of ERP implementation into its own product suite and runs operations and support across a large installed base.
Hand runs ERP operations and support across a large installed base, and the knowledge that resolves a ticket is scattered: implementation documentation, configuration records, version and patch notes, SOPs and historical tickets. The same issue often gets re-diagnosed from scratch on the next account.
Implementation documents, configuration records, version and patch notes, SOPs and historical tickets all feed the knowledge base built on MOI.
An engineer describes a symptom; retrieval is first scoped to that customer's environment and version, then runs hybrid search across documents and past tickets, returning a cited answer with a handling priority.
A problem solved once on one account is retrievable on the next, so recurring issues stop being re-diagnosed from scratch across the installed base.
Answers carry their citations, so an engineer can check the original document rather than trusting an unverifiable conclusion.