Heineken's Key to Customer Data Insights? Gen AI Chatbot

The alcohol brand's conversational tool, built by Stravito, cuts costs and time

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Heineken is the latest brand getting comfortable with generative AI chatbots.

The brewer has integrated a gen AI chatbot into its cloud platform, KIM (Knowledge and Insights Management), letting Heineken’s global workforce of 2,000 staffers query structured and unstructured data, including over 8,000 files of consumer information, interviews and reports, for real-time insights.

Employees can ask questions such as “How do European millennials feel about non-alcoholic beers?” or “What are consumer motivations for buying cider?” or “What are some trends in sustainable packaging in 2024?”

Enhancing its internal insights platform has cut costs, saving the company couple of hundred thousand Euros, time and resources previously spent on market research and analysis.




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