Dutch telecommunications provider KPN has partnered with McKinsey and its AI division, QuantumBlack, to implement an agentic AI system for its customer service operations. The company processes approximately 5 million calls annually and aims to integrate AI into voice interactions to streamline routine tasks.
The platform connects AI agents directly to KPN’s core systems, enabling them to perform actions like customer verification, order status checks, and internet troubleshooting. The system is designed for sub-two-second response times and allows users to interrupt agents while maintaining conversation context.
To ensure safety and quality, KPN implemented performance monitoring tools and daily reviews of up to 100 call transcripts. The company also established a task force to retrain staff, resulting in an employee adoption success rate exceeding 86 percent.
The initiative has already reduced handling times and decreased the need for technician visits. KPN has set a target for its AI agents to manage 10 to 20 percent of all customer service calls by 2027, with current satisfaction levels matching those of human-led interactions.
