In this episode of the HR Leaders Podcast, we sit down with Carlo Steenvoorden, EVP HR People Services, Analytics & HR AI at KPN, to unpack how a 100+ year old telecom company is moving from legacy HR systems to a fully conversational AI powered employee experience.
Carlo explains why KPN made a bold decision to declare that the future of HR interactions is conversational, with systems pushed to the back end and one intelligent interface in front. He shares how reducing human led HR queries from €15–20 per case to cents per prompt unlocked both massive efficiency gains and a better employee experience.
Most importantly, he breaks down the real transformation behind the technology, from rebuilding HR team capabilities, to adopting product thinking, to deciding where AI belongs and where humans must stay firmly in the loop.
🎓 In this episode, Carlo discusses:
- Why in-house AI development accelerated transformation
- How hyper personalized learning replaces one size fits all training
- How HR query costs dropped from €15–20 to cents per interaction
- Why 25–35% of the HR team had to be renewed to move fast enough
- How KPN shifted from legacy HR screens to a single conversational interface
🙏 Thank you to our series partner - atlas copilot
Meet the AI-native adaptive learning platform that builds the course, teaches the skill, and proves the impact, while work is happening, not weeks later → https://www.atlascopilot.com/
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