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Published 12 Jun 2026· via Microsoft· Customer story

HEINEKEN—PowerBot and customer FAQs with Copilot Studio (plus Power Platform governance and Azure integration)

Heineken · Consumer & Food · Netherlands

Headline result

300 h

time

As reported by the source; not independently verified.

Summary

HEINEKEN is a digital innovator with thousands of customized applications and automations built on Power Platform by over 7,500 makers.

The company uses Copilot Studio to support both employees and customers with AI-driven agents, including an internal PowerBot and an external FAQ agent for Amstel.

HEINEKEN also uses Managed Environments, COE-style governance, Azure AI Search capabilities, Azure OpenAI in Foundry Models, and Microsoft Fabric dashboards to manage and measure its Power Platform estate.

The problem

  1. 01Scale Power Platform development globally while maintaining governance.
  2. 02Create reusable AI agents for employees and customers.
  3. 03Reduce call center burden and improve speed to answers.
  4. 04Integrate AI and search capabilities securely and compliantly.

What they built

  1. 01Implemented a multi-tier environment structure with Managed Environments and COE-style governance.
  2. 02Developed an internal Copilot Studio agent called PowerBot that employees can access in Teams and through a custom web app.
  3. 03Embedded a customer FAQ Copilot Studio agent on Amstel's website with a pre-built handoff skill for escalation to the customer contact system.
  4. 04Added Azure AI Search capabilities into agent skills and used Azure OpenAI in Foundry Models in an app for policy/claims mapping.
  5. 05Tracked usage and business value through Microsoft Fabric and Power BI dashboards.

Reported results

  1. 01Power Platform solutions contributed 3.1 million hours in increased productivity.
  2. 02The Amstel FAQ agent returned approximately 300 hours per year to HEINEKEN.
  3. 03Customers received faster answers and higher satisfaction from the FAQ agent.
  4. 04PowerBot improved employee efficiency and proposal generation.
  • Scaled governed global development platform
  • Created reusable employee and customer AI agents
  • Improved customer support speed and satisfaction
  • Improved employee efficiency and proposal generation

Source

Microsoft

Customer story · 12 Jun 2026

Read the original(opens in a new tab)

How this deployment compares

Computed from the library · data 10 Nov 2026

Heineken has 5 deployment records in the library, from 2025 to 2026. It is one of 63 business process automation deployments, 4 of them in Consumer & Food.

Heineken in the library

5 deployment records from Heineken, 2025–2026

  1. May 2025Enterprises Accelerate AI Agent Innovation with Azure AI FoundryWorkflow orchestration
  2. Jun 2025HEINEKEN Empowers Employees through AI-driven Internal AutomationConversational support
  3. Jun 2025HEINEKEN UK and HSO Tap Microsoft Power Platform for New POS System HeiPOSOperations optimization
  4. Jun 2026This record · Business process automation
  5. Jun 2026Regal Rexnord—Agentic internal and customer support with Copilot Studio (RRX GPT / RRXy)Business process automation

Too recent to judgeFollow-through is judged once a record is 1 year old; this one is 5 months old.

How Heineken uses AI: company page

Same pattern, whole library

One of 63 business process automation deployments

  • Consumer & Food accounts for 4 of them (6%), ranking #6 of 12 industries.
  • 49 records of this pattern came before it; 0 have been published since.
  • Only 8 of the 63 put a number on the result (13%).
  • Distinctive claim: Employee experience outcomes are reported by only 14 peers (22%).
Provider mix
  • Microsoft76%
  • AWS16%
  • GCP8%
Most-used technology
  • Power Automate 18
  • Power Platform 18
  • Power Apps 14
  • Power BI 14
  • Dynamics 365 10
  • Microsoft Power Platform 9

Outlined: used in this record.

Shares describe this library, not the whole market.

Business process automation analysis

Results against peers

What peers report

  • Time & speed283 figures, all industries · middle half 30%–76%50%median reduction
  • Adoption & scale8 figures, all industries · middle half 134%–1100%250%median increase
  • Customer experience50 figures, all industries · middle half 20%–90%28%median increase

Peer figures are as reported by their sources; percentage claims only.

How we checked this record

Evidence tier: supported

A credible source with a named customer, but not the organization's own account.

Named organization
Heineken
Who published the source
The organization itself
Deployment status
The source does not say
Quantified result
The source reports at least one figure
Summary checked against source
5 / 5 agreement

Last re-checked 13 Jun 2026.

This record is evidence for

Insight · industryConsumer & Food dossierOne of 152 Consumer & Food deployments. See which patterns dominate there and what they report.Insight · patternBusiness process automation63 deployments share this pattern. See where it is used and how it is built.Trend · momentumBuilding pattern8 new deployments in the last six months, against 5 in the six before.

Same pattern, other organizations

All business process automation deployments
  1. 12 Jun 2026
    Manufacturing

    Regal Rexnord—Agentic internal and customer support with Copilot Studio (RRX GPT / RRXy)

    Heineken · Business process automation · Microsoft

    Regal Rexnord is a global manufacturer that built AI-driven agents to support employees and customers after data and performance issues on other platforms. The company uses Copilot Studio, Microsoft 365/SharePoint, Salesforce, Azure Blob Storage, Azure AI Search, Microsoft Foundry capabilities, Dataverse governance, and Teams/custom Microsoft 365 Copilot agents. The employee agent answers policy questions, the customer agent handles external questions and order status, and service reps have a support agent for faster retrieval of product and process information.

    AgenticProduction

    >2.4 h
    time
  2. 8 Jun 2026
    Other

    Mindflow: AI agents built on Amazon Bedrock for enterprise automation

    Mindflow · Business process automation · AWS

    Mindflow is a French startup that helps large businesses create, deploy, and manage automation using no-code tools and AI agents. The company automates IT and cybersecurity operations as well as repetitive back-office processes across the enterprise. Mindflow uses Amazon Bedrock and AWS serverless technologies to speed access to large language models and keep the platform model-agnostic.

    Agentic

    100 use cases
    Customer rollout scale
  3. 8 Jun 2026
    Professional Services

    Building an AI HR assistant using Amazon Bedrock with Personio

    Personio · Business process automation · AWS

    HR tech company Personio built an AI-powered assistant on Amazon Bedrock to automate requests and improve workflows. The assistant is embedded in Personio's product and uses Amazon Bedrock Knowledge Bases to connect to additional knowledge sources.

  4. 30 May 2026
    Logistics

    Heathrow Airport powers first-line productivity with Microsoft Power Apps

    Heathrow Airport · Business process automation · Microsoft

    Heathrow Airport granted its workforce access to Microsoft Office 365 and used Microsoft Power Apps to enable first-line employees to build low-code apps for operational workflows. Employees created apps such as a mobile language book, a vehicle security app, and the Safe Not-Safe App to reduce paperwork and data-entry burden. Heathrow also used Microsoft SharePoint to track app development and held monthly Power Apps super user meetings to collect ideas, share feedback, and support adoption.

    Production

    ↓ 75K
    paperwork pages eliminated