[目的/意义] 华夏基金管理有限公司作为公募基金行业的领军企业之一，以创新知识管理理念为指导、先进系统技术为基础，充分收集公司运营过程中产生的各类知识，应用于客户服务、运营管理、投资运作等各项业务中，以知识驱动生产，为客户、员工、股东乃至社会创造价值。[方法/过程]以客户服务方面为例，详细介绍华夏基金近12年来服务知识体系的建立、系统沿革、智能应用的研究发展等内容。[结果/结论]在说明智能服务搭建及应用的同时自小见大拓展到其他知识应用，对企业发展中面临的部分共性问题给出可参考的解决方案。

[Purpose / significance] China Asset Management Co., Ltd. (ChinaAMC) is one of the leading enterprises in the public fund industry. Guided by the innovative knowledge management concept and based on the advanced system technology, it fully collects all kinds of knowledge generated in the operation process of the company and applies it to customer service, operation management, investment operation and other businesses. It drives production with knowledge and creates value for customers, employees, shareholders and even the society Value. [Method / process] Taking customer service as an example, this paper introduced in detail the establishment of service knowledge system, system evolution, research and development of intelligent application in the past 12 years. [Result / conclusion] While explaining the construction and application of intelligent services, this paper expands to other knowledge applications from childhood, and provides reference solutions to some common problems in the development of enterprises.