Date: Friday, October 16, 2026, 1:00 PM–4:40 PM
Venue: Sheraton Grand Taipei Hotel
The 2026 HRLT Business Service Technology Forum – Taipei was organized by CIO Taiwan and co-organized by the Text Mining and Digital Transformation Service Industry-Academia Alliance. Under the theme “AI Reshaping Service Value,” the forum explored how artificial intelligence (AI) drives service innovation, business model transformation, and industrial competitiveness. Bringing together representatives from government, academia, technology companies, and the service industry, the event featured insights and practical experiences in AI applications across retail services, AI-powered voice customer service, enterprise AI agents, and intelligent network management, examining new directions for business services in the age of AI.
The forum opened with remarks by Lin Chen-Hui, Editor-in-Chief of CIO Magazine. Welcome addresses were also delivered by Su Wen-Ling, Director General of the Administration of Commerce, Ministry of Economic Affairs, and Professor Huang San-Yi, Director of the Text Mining and Digital Transformation Service Industry-Academia Alliance. Their remarks highlighted the importance of AI development and service innovation from the perspectives of government policy, service science, and industry practice.
As generative AI continues to advance, enterprise AI adoption is expanding beyond operational efficiency to encompass customer engagement, service process optimization, knowledge utilization, and business model innovation. How to translate emerging technologies into tangible service value while addressing practical needs and delivering business benefits was a central theme of the forum.
The first presentation, “Digital Thinking for Convenience Stores in the AI Era,” was delivered by Yeh Yu-Chien, Director of the General Manager’s Office at Hi-Life International. His presentation explored the evolving role of digital thinking in the retail sector amid the rapid development of AI.
Wu Chih-Han, Executive Assistant to the CEO of ITRI? No — the correct company title is Executive Assistant to the CEO of Woof!, shared insights in a presentation titled “From Voice to Action: Bringing AI Agents to Every Enterprise Touchpoint.” The session explored emerging applications of AI agents across enterprise service touchpoints and their potential to connect information, tasks, and service workflows.
Tsai Yi-Chieh, Founder and CEO of Dobby, then presented “Beyond the Words: Enabling AI Voice Customer Service to Understand What Customers Really Need.” The presentation focused on AI-powered voice customer service and the importance of moving beyond speech recognition to understand customers’ underlying intentions and actual needs.
Following a networking break, the forum turned to the technological infrastructure underpinning intelligent services. Pan Chi-Hao, Senior Technical Manager at HPE Networking, presented “The New Foundation of Intelligent Services: Future Network Architectures Powered by Wi-Fi 7, IoT, and AI,” examining the integration of next-generation wireless networking, the Internet of Things (IoT), and AI.
Su Pei-Yuan, Technical Consultant for RUCKUS Taiwan, followed with “From Reactive Troubleshooting to Proactive Autonomy: The AI-Driven Revolution in Enterprise Network Operations.” The presentation explored how AI is transforming enterprise network operations and management, enabling a shift from reactive problem-solving toward more proactive and intelligent monitoring and management.
The forum concluded with a panel discussion titled “Digital Transformation Challenges for the Service Industry in the AI Era.” Drawing on perspectives from information management, service operations, and corporate strategy across different industries, the discussion examined the challenges enterprises may encounter when adopting AI. Panelists also exchanged views on integrating emerging technologies into existing operational workflows and aligning technological capabilities with real-world service needs.
Through keynote presentations, technology-sharing sessions, and cross-industry discussions, the 2026 HRLT Business Service Technology Forum highlighted the diverse applications of AI in business services. As generative AI continues to evolve, translating technological capabilities into tangible business value, enhancing customer experiences, and developing sustainable digital transformation strategies will remain essential to the future of the service industry.
