KPN builds an agentic AI engine for customer service

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 aim of strengthening service quality, improving operational efficiency and building AI capabilities that sustain its competitiveness over the long term.

The body of the email offers no further concrete detail on the technical implementation, the agents used, results metrics or the project's timeline; it is a promotional teaser inviting readers to access the full case study on McKinsey's website.

The email also mentions two other related pieces under the 'Also Consider' section: one on Entel Connect, which together with Google Cloud is reimagining customer conversations ('From call to opportunity'), and another on how AI is being embedded 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.