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 & Telecommunications practice, introduces a new case study on KPN, the Dutch telecommunications company.

According to the email's teaser, KPN is transforming its contact center with agentic AI. The goal is to strengthen service quality, improve operational efficiency and build AI capabilities that will keep it competitive over the long term.

The body of the email gives no further detail on the technical implementation, the agents used, performance 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 covers Entel Connect, which is reimagining customer conversations together with Google Cloud ('From call to opportunity'). The other looks at how AI is becoming part of the software development workflow ('When AI becomes part of the workflow: Redesigning how software gets built'). The body of the message gives no further detail on either article.