Stephen Harcup

Sales Director, International SoundHound AI

Stephen Harcup is Sales Director, International at SoundHound AI, with more than 15 years of experience in enterprise conversational AI. He works with major organisations across Europe and internationally to identify and scale AI-led customer and employee experience initiatives. His experience spans voice AI, virtual agents, contact centre automation and agentic AI, with a particular focus on helping enterprises move beyond experimentation to deploy practical, production-ready AI that solves real business problems and delivers measurable value.

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 Stephen.

Download The Latest Agenda

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