Inside KPN’s next frontier in AI-powered customer care

For nearly 150 years, KPN, the Netherlands’ largest telecom provider, has responded to every technological shift by leaning in and often leading the way. In recent years, that has included rolling out a future-proof fiber network to two-thirds of the Netherlands and becoming the first European provider to offer real-time text (RTT) to all its customers during mobile calls.

With new technologies emerging, KPN took a similar approach, acting as an early mover to launch AI-powered chatbot solutions, including an agentic-enabled invoice explainer and a generic Q&A agent available to all customers. As voice models advanced, KPN saw an opportunity to further enhance customer service quality, reduce call center wait times, and position its customer service at the forefront of agentic AI adoption—moving beyond text-based automation to dynamic, voice-to-voice interactions that deliver more connected, high-impact experiences at scale, spanning roughly five million customer calls annually.

Read the full case study to learn how KPN partnered with McKinsey and its AI arm, QuantumBlack, to move beyond standalone AI features toward a scalable, in-house agentic capability.