Matheus Dias

Solutions Consultant SoundHound AI

Matheus Dias is a Solutions Consultant at SoundHound AI, with over 20 years of experience in IT, including nine years with the company and the last five on the Solutions team. His career includes a six-year run as a DevOps Engineer at B2W Digital, one of Latin America's largest e-commerce companies. He holds a Bachelor's in Information Systems from the Federal University of the State of Rio de Janeiro (UNIRIO), Brazil. Based in the Netherlands, he has supported opportunities across LATAM, Europe, the Middle East, Africa, and North America, and speaks English, Portuguese, and Spanish.

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

13:20 Workshop M: Build It Live: Production-Ready AI Agents for Your Contact Centre

In this workshop, you won't just hear about AI agents – you'll build one. AI agents were supposed to change the face of CX, but many deployments have not gone past pilot. This workshop provides an honest look at the state of agentic AI today: what's working, what's failing, and why. Through learnings from real deployments and a live hands-on build, gain practical tools and firsthand experience deploying voice-native, production-ready AI agents that hold up in the real world.

Learning Objectives

Evaluate the current state of AI agent adoption in contact centres – separating proven outcomes from stalled pilots
Identify the operational and technical factors that determine whether an AI agent reaches production or stalls
Walk through a live build of a voice-native AI agent designed for enterprise contact centre deployment

Key Takeaways

A practical framework for assessing AI agent readiness across your contact centre use cases
Firsthand experience building a production-ready AI agent – voice-native, reliable, and fast to deploy
A shortlist of the most common pitfalls and the decisions that separate operators who ship from those who stall

Check out the incredible speaker line-up to see who will be joining Matheus.

Download The Latest Agenda

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