KPN builds an agentic AI engine for customer service
🕒 Published on Zendoric: July 2, 2026 · 08:26
The email, sent by Brendan Gaffey and Michael Park, global leaders of McKinsey's Technology, Media and Telecommunications practice, presents a new case study on KPN, the Dutch telecommunications company.
By McKinsey & Company · 2026.
The email, sent by Brendan Gaffey and Michael Park, global leaders of McKinsey's Technology, Media, and Telecommunications practice, presents a new case study on KPN, the Dutch telecommunications company.
According to the email's teaser, KPN is transforming its contact center using agentic AI, with the goal of strengthening service quality, improving operational efficiency, and building AI capabilities that will sustain its competitiveness over the long term.
The body of the email provides no further concrete details about the technical implementation, the agents used, results metrics, or the project's timeframe; it is a promotional teaser inviting readers to access the full case study on McKinsey's website.
In addition, the email mentions two other related pieces of content under the 'Also Consider' section: one about Entel Connect, which, together with Google Cloud, is reimagining customer conversations ('From call to opportunity'), and another about how AI is being integrated into the software development workflow ('When AI becomes part of the workflow: Redesigning how software gets built'). No additional details about these two articles are provided in the body of the message.