What challenges did Haleon face before AI implementation?

Handle large volumes of consumer health and nutrition enquiries in real time. Preserve personalization, professionalism, and scientific rigor while reducing delays.

What was the impact of the AI solution?

A single nutritionist can serve over 1,300 consumers. This is about a six-fold efficiency increase versus around 200 clients per nutritionist on other platforms. Responses can be provided in the user's preferred language.

Source

AlibabaEvidence: Medium50/100

Haleon: AI nutrition assistant with Qwen + knowledge graph for real-time consumer health support

Use case typeCustomer support automationUpdated 4 days ago

Haleon built a fully automated, real-time consumer health support system for nutrition and health enquiries using Qwen, retrieval-augmented generation, proprietary knowledge graph recall, and Enterprise WeChat integration. The assistant personalizes answers, maintains professional and scientific rigor, and helps nutritionists serve 1,300+ consumers per nutritionist, about 6x the efficiency of traditional models.

Organization: Haleon
Industry: Healthcare
Location: China
Published: July 2026

Reported outcomes

1,300 consumers

consumers served per nutritionistOther quantified impact

+600%efficiency vs traditional models

Strategic outcomes

Customer experience & trustEnabled personalized multilingual health supportCustomer experience & trustImproved professionalism and scientific rigor

Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Consumers served per nutritionist: 1,300 consumers increase

Alibaba Cloud Customer StoryJul 24, 2026Customer storyExplicit claimMedium evidence strength

a single nutritionist supported by this technology can serve over 1,300 consumers

Normalized claim

Efficiency vs traditional models: 600% increase

Alibaba Cloud Customer StoryJul 24, 2026Customer storyInferred claimMedium evidence strength

representing a six-fold increase in efficiency compared to traditional models

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: Haleon
Provider: Alibaba
Maturity: Unknown
Linked source: Alibaba Cloud Customer Story

No explicit deployment-stage evidence found.

Customer identity supportedSource describes one deploymentMaturity evidence evaluated

Primary read

Use case focus

Showing 3 of 3

1Customer support automation
2Knowledge management
3Customer personalization

Handle large volumes of consumer health and nutrition enquiries in real time.
Preserve personalization, professionalism, and scientific rigor while reducing delays.

Used Alibaba Cloud Tongyi Qianwen (Qwen) large language model with retrieval-augmented generation.
Integrated Haleon's proprietary knowledge graph with vector recall and NL2Cypher knowledge-graph recall.
Connected the assistant to Enterprise WeChat and other touchpoints through the Qwen API.

Technologies

Tongyi Qianwen Qwen Retrieval-Augmented Generation Knowledge Graph NL2Cypher Enterprise WeChat

A single nutritionist can serve over 1,300 consumers.
This is about a six-fold efficiency increase versus around 200 clients per nutritionist on other platforms.
Responses can be provided in the user's preferred language.

Architecture

The solution uses Tongyi Qianwen (Qwen) with prompt engineering, retrieval-augmented generation, an enterprise knowledge graph, vector embeddings, NL2Cypher knowledge-graph recall, multi-channel recall, and Enterprise WeChat integration through the Qwen API.

Sources & evidence1

Evidence: Medium50/100Evidence strength