Reiwa Travel Achieves 100% Internal AI Adoption, Positioning AI as a Core Skill for All Employees

Reiwa Travel, the company behind the smart and cost-saving travel app NEWT, announced that it has achieved a 100% internal AI adoption rate through company-wide initiatives to promote AI use among all employees. Rather than treating AI as a skill limited to certain specialists, the company has positioned AI utilization as a “basic skill for all employees” and incorporated it into personnel evaluations and promotion requirements, driving adoption across the entire organization. The initiatives have produced concrete results. In sales, the team reduced workload by up to 69 hours per month. In customer support, the automated inquiry resolution rate improved from 47% to 77%. In research operations, the company achieved a 90% improvement in efficiency. Reiwa Travel noted that while generative AI adoption is advancing globally, an “adoption gap” is widening among Japanese companies. According to Japan’s 2025 Information and Communications White Paper, only 49.7% of Japanese companies have established policies for using generative AI, and about half of small and medium-sized companies said they had not yet formulated such policies. To improve operational efficiency and customer experience in the travel industry, Reiwa Travel has actively adopted generative AI and embedded it into real operations such as travel plan proposals, customer support, and internal workflows. The company said this initiative focused on AI use that is actually adopted in frontline work, covering everything from policy development and employee support to business implementation. From October 2026 to March 2027, employees used AI an average of 23 times per person. In sales, meeting minutes for business negotiations were fully automated, saving the team up to 69 hours per month. Proposal creation saw up to a 75% reduction in workload, while research for municipal government projects achieved more than a 90% reduction. In customer support, generative AI raised the automated inquiry resolution rate from 47% to 77%, improving response speed and customer convenience. In data analysis, AI reduced SQL creation time by up to 70%, speeding up analysis and decision-making. The company’s internal AI initiatives include “AI Pakuritai-1 Grand Prix,” an internal contest for sharing practical AI use cases; the newly established AX Office, a dedicated organization to promote AI adoption across departments; the “AX Frontier 18 Project,” launched with 18 selected members from different divisions; “AI Dojo,” a hands-on training program designed to make consulting AI the first step in work; CxO skill-up study sessions where executives use AI for market research, issue structuring, and revenue simulations; and lunch AI study sessions and an AI consultation desk to support employees who are less comfortable with AI. Going forward, Reiwa Travel will continue sharing practical AI use cases created in the field across the company and will actively communicate its initiatives externally, aiming to provide hints for other companies facing similar challenges. The company says it will help make AI usable for everyone, contributing not only to the travel industry but also to broader AI adoption among Japanese companies. Reiwa Travel is a digital travel agency with the mission of bringing “new travel to everyone.” Since April 2022, it has offered the travel app NEWT. The company aims to maximize digital transformation in travel booking and management operations and create social value through travel experiences.