NetherlandsFood and restaurants2025 – ongoingHeineken
Amstel website FAQ agent
Amstel's website FAQ agent reportedly saved approximately 300 staff hours annually
Problem
Routine questions generated customer-service calls.
Approach
Heineken embedded a Copilot Studio agent on Amstel's Dutch website. Unanswered questions transferred to customer service.
Results
approximately 300 hoursreturned annually, per Microsoft
Takeaway
Staff remained available for unresolved questions.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft19 Dec 2025
Microsoft reported fewer calls. It attributed approximately 300 annual hours returned to the agent.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
