ECI Summit Munich

True agentic AI doesn't wait to be retrained — it improves itself. Most enterprises have already invested in AI for their contact centre but their automation rates have plateaued. Not because the implementation was wrong, but because the architecture was. When you have to rely on manual tuning or your vendor's PS team to improve your CX platform, it's not agentic.

Omilia has the solution. True agentic AI that doesn't wait to be retrained but improves itself. Our self-learning agentic CX agents monitor every interaction, identify what to improve, build better agents automatically, and deploy them with human approval — compounding performance.

We'll reveal what this looks like at enterprise scale, how to deploy LLMs where they genuinely add value, and why specialised voice AI, not general-purpose models, is the right engine for live customer calls. And you can see exactly what's happening inside the AI and why it made every decision. Nothing is hidden or unexplainable — critical for compliance teams and regulated industries.

The result is that a non-technical team can stand up an agent and watch it get measurably better within days, with ROI in just three months and call resolution that doesn't plateau but compounds.

Everyone's roadmap says agentic by 2027. Most pilots say otherwise. Gartner predicts over 40% of agentic AI projects will be scrapped by the end of 2027, even while it expects a third of all enterprise software to carry agentic capability within two years. Both of those things are true at once, and that's the tension this roundtable will discuss.

This is a gut-check session, not a showcase. Come ready to say where you actually are: shipped, stalled, still arguing about it internally, or quietly worried you're behind. We'll pressure-test the provocative stats, then get concrete about what's really slowing agentic adoption down and it's rarely the model. It's governance. It's data readiness. It's who signs off when the AI acts instead of just answers.

From there we'll get practical: guardrails and standard operating procedures that make agentic deployments defensible, where use-case selection makes or breaks a pilot, and why "agentic everywhere" is the wrong goal. Not every workflow needs autonomy — sometimes a deterministic, fully auditable system is the right call, not a compromise. We'll talk about how to build a hybrid estate deliberately, rather than by default, and how to tell the difference between a vendor solving your governance problem and one quietly restricting you to sell you more later.