Customer Experience

Japan System Adds AI Help Desk to JTB-CWT’s Bizvance

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…