How Komatsu is Transforming Enterprise Support with AI and SAP BTP
Komatsu North America, a subsidiary of Komatsu Ltd., is a leading provider of construction, mining, and forestry equipment headquartered in Chicago, Illinois. With a dedication to process improvement and customer value, Komatsu has always been at the forefront of innovation, leveraging SAP technology to enhance operations, streamline workflows, and deliver smarter solutions to its customers.
An SAP BTP Pioneer:
Komatsu North America has been at the forefront of SAP Business Technology Platform (BTP) adoption, driving digital transformation across its operations. Originally launched as a Dealer Portal in 2017, the internally named KView Portal has since evolved into a powerful enterprise platform supporting over 2,000 users across key business functions, including dealer services, pricing, finance, materials management, and logistics operations.
By leveraging SAP BTP services, Komatsu has streamlined workflows, improved access to critical business data, and enhanced cross-functional collaboration. As part of its continuous innovation efforts, Komatsu aimed to further optimize IT service management by transforming how employees interact with support systems, reducing inefficiencies, and improving response times.
Business Challenge:
Despite having an extensive knowledge base and IT support infrastructure, users often faced friction when seeking assistance. Common challenges included:
- Incident submission inefficiencies – Users struggled with properly categorizing and submitting tickets.
- Slow access to simple answers – Many routine inquiries could be resolved through self-service, but users were unsure where to find information.
- Longer ticket resolution times – The IT team was handling a high volume of repetitive requests, leading to longer resolution times for more complex issues.
To address these pain points, Komatsu needed a conversational AI solution that could provide real-time guidance, reduce ticket volume, and improve IT support efficiency.
Solution:
Komatsu partnered with Redfig to develop the KView Assistant, an AI-powered chatbot integrated into SAP BTP and ServiceNow. This intelligent assistant enhances IT service management by:
- Providing real-time AI-driven responses to common IT inquiries.
- Seamlessly integrating with ServiceNow to retrieve knowledge base articles and guide users before they submit tickets.
- Offering a natural language interface, allowing employees to interact in a more intuitive way.
- Leveraging SAP BTP services like HANA, Node.js, and Cloud Foundry to ensure scalability and security.