At 5M calls/year, routine tasks consumed agents. Voice AI now owns verification and scheduling; staff focus on the calls that need a human.
The largest telecommunications provider in the Netherlands, handling roughly five million customer service calls per year.
A traditional contact center model made it difficult to scale efficient service at that volume, with routine tasks like customer verification and...
“We wanted to make this next step toward the future. We see AI as a way to support more natural interaction with customers, while ensuring that human support remains available when it matters most.”
Also reported by
Telecommunications provider offering fixed and mobile services in the Netherlands.
Partnered with KPN to design, build, and scale its agentic AI customer service platform
KPN's Customer service calls is part of this use case:
Related implementations across industries and use cases
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Reps lost time hunting across complex systems. Now, AI agents surface verified answers and automate notes, freeing humans to connect.
Saturated queues kept customers waiting. AI now handles the overflow, resolving 40% of calls and freeing staff for complex cases.
Saturated queues kept customers waiting. AI now handles the overflow, resolving 40% of calls and freeing staff for complex cases.
Robot voice undercut accurate answers: callers tuned out. Natural voice changed that — more engaged, longer calls, fewer human handoffs.
Siloed tools left the SOC blind to threats spanning satellites to cloud. AI now closes most cases automatically, in seconds.
Scheduling a single interview took days across a 20-step process. SIEA now books in real time—record: 9 seconds.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.
At 5M calls/year, routine tasks consumed agents. Voice AI now owns verification and scheduling; staff focus on the calls that need a human.
The largest telecommunications provider in the Netherlands, handling roughly five million customer service calls per year.
A traditional contact center model made it difficult to scale efficient service at that volume, with routine tasks like customer verification and...
“We wanted to make this next step toward the future. We see AI as a way to support more natural interaction with customers, while ensuring that human support remains available when it matters most.”
Also reported by
Telecommunications provider offering fixed and mobile services in the Netherlands.
Partnered with KPN to design, build, and scale its agentic AI customer service platform
KPN's Customer service calls is part of this use case:
Related implementations across industries and use cases
Basic bots struggled with nuanced, multi-system queries. Now, specialized AI agents execute transactions end-to-end for 9.5M customers.
Reps lost time hunting across complex systems. Now, AI agents surface verified answers and automate notes, freeing humans to connect.
Saturated queues kept customers waiting. AI now handles the overflow, resolving 40% of calls and freeing staff for complex cases.
Saturated queues kept customers waiting. AI now handles the overflow, resolving 40% of calls and freeing staff for complex cases.
Robot voice undercut accurate answers: callers tuned out. Natural voice changed that — more engaged, longer calls, fewer human handoffs.
Siloed tools left the SOC blind to threats spanning satellites to cloud. AI now closes most cases automatically, in seconds.
Scheduling a single interview took days across a 20-step process. SIEA now books in real time—record: 9 seconds.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Rigid "press 1" phone trees bottlenecked global support. Now, localized AI agents guide complex step-by-step blind installations.