There’s a hidden layer running beneath every contact centre — millions of interactions, patterns, and signals that most organisations never see. Omilia has cracked the code. In this keynote, CEO Dimitris Vassos will reveal how our Self-Learning Agentic platform is turning that invisible data into a self- optimising engine: AI that monitors, learns, builds, and improves itself in a continuous closed loop — no manual tuning, no guesswork. The results speak for themselves: +96% understanding accuracy from day one, 90%+ task resolution, and 30% containment uplift — with 70% less development time. This isn’t incremental improvement. It’s a fundamentally different operating model where AI agents observe every interaction, decode what’s working and what isn’t, and autonomously evolve to get better, faster. The matrix is there. The question is whether you can read it. After this session, you will.