Normalized claim
Time: 300 hours
The Amstel FAQ agent returned approximately 300 hours per year to HEINEKEN.
MicrosoftEvidence: Medium50/100
HEINEKEN—PowerBot and customer FAQs with Copilot Studio (plus Power Platform governance and Azure integration)
Use case typeBusiness process automationUpdated Jun 13, 2026
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.
- Organization
- Heineken
- Industry
- Consumer & Food
- Location
- Netherlands
- Published
- June 2026
Reported outcomes
300 hours
timeTime & speed
Strategic outcomes
Scale & capacityScaled governed global development platformNew product / capabilityCreated reusable employee and customer AI agentsCustomer experience & trustImproved customer support speed and satisfactionEmployee experienceImproved employee efficiency and proposal generation
Why do we believe this?Outcome claims, sources, and evidence checks
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Heineken
- Provider
- Microsoft
- Maturity
- Unknown
- Linked source
- Microsoft Customer Stories
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 4
- 1Customer Service
- 2Employee Productivity
- 3Governance and Compliance
- Scale Power Platform development globally while maintaining governance.
- Create reusable AI agents for employees and customers.
- Reduce call center burden and improve speed to answers.
- Integrate AI and search capabilities securely and compliantly.
- Implemented a multi-tier environment structure with Managed Environments and COE-style governance.
- Developed an internal Copilot Studio agent called PowerBot that employees can access in Teams and through a custom web app.
- Embedded a customer FAQ Copilot Studio agent on Amstel's website with a pre-built handoff skill for escalation to the customer contact system.
- Added Azure AI Search capabilities into agent skills and used Azure OpenAI in Foundry Models in an app for policy/claims mapping.
- Tracked usage and business value through Microsoft Fabric and Power BI dashboards.
- Power Platform solutions contributed 3.1 million hours in increased productivity.
- The Amstel FAQ agent returned approximately 300 hours per year to HEINEKEN.
- Customers received faster answers and higher satisfaction from the FAQ agent.
- PowerBot improved employee efficiency and proposal generation.
Architecture
HEINEKEN uses a governed Power Platform operating model with Managed Environments and federated environments. Copilot Studio powers internal and external agents, including a Teams-accessible PowerBot and an externally embedded FAQ agent with handoff to the contact center. Azure AI Search is used through reusable Copilot Studio skills, Azure OpenAI in Foundry Models supports an internal app, and Microsoft Fabric plus Power BI provide measurement and governance dashboards.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Jun 12, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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