Julien Bouvier Tremblay

Gundeep Singh, Parsa Kavehzadeh, Jing Xia et al.

Enterprise analytics aims to make organizational data accessible for decision-making, yet non-technical users still face barriers when using traditional business intelligence tools or Text-to-SQL systems. While recent Text-to-SQL approaches based on Large Language Models (LLMs) promise natural language access to structured data, they fall short in enterprise settings where analytics pipelines rely on governed APIs rather than raw databases. In practice, these APIs encapsulate complex business logic to ensure consistency, auditability, and security. However, delegating mathematical or aggregation logic to an LLM introduces reliability and compliance risks. To this end, we present Analytic Agent, an LLM-based agentic system that translates natural language intents into secure interactions with enterprise analytics APIs. Evaluated on 90 real enterprise use cases constructed by domain experts, it reliably interprets user goals, validates permissions, executes governed queries, and generates compliant visualizations through multi-step reasoning and policy-aware orchestration.

Md Tahmid Rahman Laskar, Julien Bouvier Tremblay, Xue-Yong Fu et al.

The utilization of conversational AI systems by leveraging Retrieval Augmented Generation (RAG) techniques to solve customer problems has been on the rise with the rapid progress of Large Language Models (LLMs). However, the absence of a company-specific dedicated knowledge base is a major barrier to the integration of conversational AI systems in contact centers. To this end, we introduce AI Knowledge Assist, a system that extracts knowledge in the form of question-answer (QA) pairs from historical customer-agent conversations to automatically build a knowledge base. Fine-tuning a lightweight LLM on internal data demonstrates state-of-the-art performance, outperforming larger closed-source LLMs. More specifically, empirical evaluation on 20 companies demonstrates that the proposed AI Knowledge Assist system that leverages the LLaMA-3.1-8B model eliminates the cold-start gap in contact centers by achieving above 90% accuracy in answering information-seeking questions. This enables immediate deployment of RAG-powered chatbots.