Dutch Telecom Builds an AI System for Millions of Customer Calls

KPN , the largest telecommunications firm in the Netherlands, is putting agentic artificial intelligence to work where customer service meets one of the industry’s biggest operational challenges: millions of routine conversations that still require time, systems access and human attention. KPN’s agentic AI case study , done in partnership with McKinsey , shows how an AI system can move beyond answering customer questions to completing tasks, connecting with back-end systems and handing more comp