Joanna Chochół is a Conversational AI Consultant at Heineken, where she leads initiatives that bridge digital transformation with human-centric design. Based in Kraków- Poland, Joanna plays a pivotal role in the Global Process Management team, driving innovation through AI-powered solutions like the Hoppy chatbot. Her work focuses on enhancing user engagement, streamlining support processes, and embedding AI into everyday business operations. She is Certified with Conversation Design Institute for AI Trainer & Conversation Design Modules.