#SuccessStories - From Service-Desk POC to Live Customer Agents: How Sia Industrialized KPN's Voice AI

1. Context

Voice AI agents can now resolve real calls, but many companies get stuck between a successful internal pilot and customer-facing production. In Europe, customer-facing AI must also be built with the EU AI Act in mind, which entered into force in August 2024 and phases in its obligations.

KPN's voice agent already resolved internal IT service-desk calls, and KPN's own AI study projected material savings from scaling further.

2. Client Challenge

KPN's voice AI was proven internally but stuck before customer-facing scale:

· The gap was hands-on delivery capacity to move from pilot to production, not conviction, budget or platform.

· KPN needed customer-facing use cases built end to end, safely and with human oversight.

3. What Sia Did ?

A named Sia team built two customer-facing use cases end to end:

• Use-case prioritization: prioritizing and mapping KPN's highest-potential use cases.
• Build: designing, building and training voice agents integrated with KPN's ServiceNow backbone.
• Go-live: testing and taking the agents live with guardrails, monitoring and human-in-the-loop escalation, designed for EU AI Act readiness.

4. Results & Outlook

KPN gained two live customer-facing agents, handed over with a plan for the next use cases:

• A night-shift replacement agent and a status agent, tested and live, with tuning, runbooks and training handed over to KPN's team.
• A delivery foundation to convert KPN's projected savings into run-rate, with an expansion path to further use cases.

By combining hands-on delivery with responsible AI practices, Sia helps companies take voice AI from pilot to production.