Heineken deploys AI to streamline global operations and boost employee productivity

Heineken, one of the world’s largest brewing companies, has implemented an artificial intelligence-powered chatbot named “Hoppy” to improve its business processes and provide real-time access to data. The company, which operates in more than 70 countries and manages over 165 breweries worldwide, introduced Hoppy as part of its ongoing efforts to streamline internal operations and empower employees with better tools for decision-making.

The announcement was made by SAP SE, the technology partner supporting Heineken’s digital transformation. Hoppy is built on the SAP Business Technology Platform (SAP BTP) and leverages advanced natural language processing capabilities. This allows employees to search for and analyze information quickly in their preferred language, eliminating the need for time-consuming manual searches across multiple systems.

With the integration of SAP Datasphere, Heineken now benefits from a unified data model that enhances both access to information and scalability across its global operations. The generative AI hub integrated with SAP BTP enables Hoppy to process natural language queries, visualize data, and ensure secure access to sensitive business information.

Andre van Schuijlenburg, Heineken’s Global Process Management Director, acknowledged the challenges involved in building and integrating AI agents but expressed optimism about the project’s future. He noted that while there is still much to learn, the team remains committed to innovation.

Since Hoppy was incorporated into platforms like Microsoft Teams, Heineken has reported a significant reduction in the time knowledge workers spend retrieving information—from an average of 15 minutes down to just one minute. This efficiency gain allows employees to focus on more strategic and impactful tasks rather than routine data searches.

Hoppy’s core is powered by SAP Business AI, which also supports automation of repetitive tasks. This further improves business processes by speeding up communication and decision-making within the company. The unified view of data provided by Hoppy helps identify missing cost center information in purchase orders, promoting greater accuracy and operational efficiency.

Manos Raptopoulos, Chief Revenue Officer for APAC, EMEA, and MEE at SAP, highlighted Heineken’s adoption of SAP Business AI as an example of innovative thinking aimed at reinventing operational efficiency and employee empowerment. He emphasized that SAP is proud to support seamless internal communication and knowledge sharing at a global brand like Heineken.

The deployment of Hoppy marks a significant step for Heineken as it continues to invest in digital tools that enhance productivity and support its workforce worldwide. The company’s approach reflects a broader trend among multinational corporations seeking to leverage artificial intelligence for competitive advantage in a rapidly evolving business landscape.