NetherlandsTechnology and telecom2024 – ongoingKPN
Azure OpenAI summaries for customer-service calls
KPN gave 4,000 colleagues access to AI call summaries
Problem
Customer-service agents had to read transcripts to understand previous calls. This took time away from helping customers.
Approach
KPN worked with Microsoft to build a summarization system using Azure OpenAI. It went live in January 2024. Summaries recorded the reason for each call and its resolution, including any follow-up work.
Results
4,000colleagues with access to call summaries, according to Microsoft
Takeaway
The reported reach measured access to the tool. KPN did not disclose a measured reduction in handling time.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft2 May 2024
Microsoft described KPN's production call-summary system and its rollout. It reported access for 4,000 colleagues, without quantified time savings.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026
