What challenges did Heineken face before AI implementation?

Build reliable AI-driven agents for employees and customers. Overcome data and integration issues encountered on other platforms. Connect agents to corporate knowledge and external systems for order status. Enable faster agent workflows while maintaining governance.

What was the impact of the AI solution?

Employee agent handles more than 2,000 inquiries per month and saves 2,400 hours a year. Customer-facing agent serves more than 1,000 weekly users with over 80% satisfaction, often 90%. Service rep agent yields an estimated 12% productivity improvement. Initial enterprise-wide agent deployed in just one month.

Source

Microsoft

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

Use case typeBusiness process automationUpdated Jun 13, 2026

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.

Organization: Heineken
Industry: Manufacturing
Location: United States
Published: June 2026

Reported outcomes

+90%

quantified impactCustomer experience

2.4 hourstime+80%quantified impact+12%productivity

Strategic outcomes

Speed & agilityDeployed enterprise agent in one monthCustomer experience & trustLaunched customer-facing support agentEmployee experienceCreated support agent for service repsNew product / capabilityBuilt agents for employees and customers

Primary read

Use case focus

Showing 3 of 4

1Customer Service
2Employee Productivity
3Governance and Compliance

Build reliable AI-driven agents for employees and customers.
Overcome data and integration issues encountered on other platforms.
Connect agents to corporate knowledge and external systems for order status.
Enable faster agent workflows while maintaining governance.

Migrated internal policy agent to Copilot Studio with direct integration to SharePoint and Microsoft 365 sources.
Built a customer-facing web agent connected to internal knowledge and Salesforce.
Created a support agent for customer service reps to retrieve information during calls and chats.
Developed an extraction pipeline to convert messy Excel content into structured CSV files stored in Azure Blob Storage and vectorized with Azure AI Search.

Technologies

Copilot Studio Microsoft 365 SharePoint Microsoft Foundry Azure AI Search Azure Blob Storage Power Platform Dataverse Microsoft Teams Salesforce

Employee agent handles more than 2,000 inquiries per month and saves 2,400 hours a year.
Customer-facing agent serves more than 1,000 weekly users with over 80% satisfaction, often 90%.
Service rep agent yields an estimated 12% productivity improvement.
Initial enterprise-wide agent deployed in just one month.

Architecture

Regal Rexnord uses Copilot Studio for enterprise employee and customer agents, with direct SharePoint and Microsoft 365 knowledge integration, Salesforce connectivity for order status, Azure Blob Storage for structured content storage, Azure AI Search for vectorized retrieval, and Dataverse/Power Platform governance. Agents are deployed in Teams, Microsoft 365 Copilot, and a customer website.

Sources & evidence1

Groundedness: 4/5Type: Customer StoryPublished: Jun 12, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High

Primary source

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