Biography
Terrell Sheridan leads GenAI Transformation at Naturgy Comercialización. During his 14 years at Naturgy, his work has spanned pricing and churn modeling, as well as the migration of customer operations to a new platform supporting more than seven million contracts. Today, he leads the deployment of Naturgy’s AI voice agents—including Dani—across customer care and operations, transforming service delivery at scale.
Terrell holds an MBA from IESE Business School and a degree in Applied Mathematics from the Instituto Tecnológico Autónomo de México (ITAM). He brings a practitioner-first, enterprise perspective on what it truly takes to turn GenAI into measurable impact within high-volume, regulated environments.
Session
- AI For TechSpeaker
Use Case 3 - AI Voice Agents: From Pilot to Production
Tuesday 22 September, 15:00 – 15:25Main StageVoice AI has left the lab. Enterprises are putting AI voice agents in front of real customers, and the gap between a promising pilot and a production deployment is where many projects stall. Drawing on deployments across multiple industries, we'll examine what it takes to run voice agents at enterprise scale: the barriers that most often derail adoption, the technical foundations production demands (real-time latency, accuracy on real-world audio, predictable cost), and the operational groundwork that separates a compelling demo from a system customers rely on. Attendees will leave with a clear view of how leading companies moved from proof of concept to production, the mistakes that cost them time, and a practical framework for deploying voice AI that holds up in live customer conversations.
With Miguel Arroja