Japan System Co., Ltd. ServiceNow Japan LLC and JTB Business Travel Solutions, Inc. (JTB-CWT) have announced a new inquiry portal. This portal supports the “Bizvance” suite, which is their travel management and expense settlement system. Built on the ServiceNow AI Platform, the portal leverages the latest AI-powered CRM features from ServiceNow’s Customer Service Management (CSM). Development was completed in just 1.5 months, and the portal has been fully operational since May 1, 2025.
This initiative is a big step in customer service. It uses AI to improve both customer experience (CX) and employee experience (EX).
Addressing Key Challenges for Customers and Employees
“Bizvance” is a comprehensive corporate solution trusted by over 1,800 companies across Japan, designed to streamline business travel and expense processes. Despite its success, JTB-CWT faced several support-related challenges:
- Customer-side issues included inconsistent support quality and speed due to departmental silos, as well as limited self-service capabilities restricted to manuals and scripted chatbots.
- Employee-side issues included fragmented data management, relying heavily on Excel and the absence of a centralized knowledge base. This hindered information reuse, increased workloads, and made routine tasks time-consuming and inefficient.
Also Read: AIto Adds Live Transfer Feature to Voicebot for Support
To overcome these hurdles, JTB-CWT adopted a proposal from ServiceNow Japan to build a dedicated support portal on the ServiceNow AI Platform. Japan System was entrusted with the system’s design and development, delivering a complete solution in just six weeks.
Enhancing Service with the AI-Powered Help Desk
The new portal brings together traditional methods, such as phone and email, into one AI-powered platform. Customers can now solve problems faster using self-service tools. These include smart knowledge searches and AI chatbots. This means they don’t have to reach out to support as often.
For employees, the system automates routine responses and simplifies workflows, allowing them to focus on more valuable tasks. This not only boosts internal efficiency but also contributes to higher customer satisfaction. Additionally, the platform supports ongoing service improvement through service level visualization and built-in process enhancement features.
This implementation marks a key milestone in modernizing enterprise customer support, delivering scalable, AI-driven solutions that benefit both users and support teams.
