How to Make Voice AI Agents Think and Act Like Your Best Human Agents

Written By:

Vaibhav Turaga

Published

Nov 25, 2025

•

Last updated

•

5 min read

What Sets Your Best Agents Apart?

Every contact center has a handful of agents who just get it. They deliver higher CSAT scores, resolve issues faster, and convert more leads. They don't just follow scripts—they come prepared, anticipate needs, take ownership, and actually get things done—all while making it feel effortless.

Historically, this level of performance has depended on human intuition and experience, so replicating it at scale has been impossible. Even the most advanced IVRs and rule-based bots could only handle narrow tasks. They couldn’t reason about a customer’s situation, interpret context across systems, or take multi-step actions the way a top human agent can.

Generative Voice AI changes that. Modern LLMs can understand spoken intent with nuance, interpret intent, maintain context, pull information from multiple systems, personalize responses, and take action in real time. With the right tooling, AI agents can understand where a customer is, what’s happened so far, and what needs to happen next.

To truly match elite human performance, AI agents need five core capabilities: spatial awareness, temporal awareness, sensory perception, proactive information retrieval, and real action-taking. With these capabilities, they stop behaving like simple conversational interfaces and start operating like fully empowered operators.

In this article, we’ll break down each capability, and how Regal enables it through technical integrations and deployable Custom Actions.

The Five Pillars of High-Performing Voice AI

1. Spatial Awareness: Knowing Where You Are

How Elite Agents Do It

Top human agents instinctively understand location-based context — whether a customer is in a serviceable area, whether certain products are available in their region, or how local rules and constraints might affect what they can offer. This spatial intuition helps them qualify faster, avoid dead ends, and personalize recommendations.

How Voice AI Does It Better

AI can process spatial data at a depth and scale humans simply can’t. A well-equipped voice agent can:

Validate and normalize addresses in real time
Cross-check serviceability across territories or ZIP codes
Query mapping APIs for distances, routes, and travel times
Pull in regional inventory, pricing, or availability
Factor in local regulations, weather conditions, or event data

‍

Because these checks happen in milliseconds, the AI enters the call already aware of what’s possible, and what’s not.

What This Looks Like in Practice

Regal makes spatial reasoning plug-and-play by connecting the AI agent to geocoding APIs, territory files, and regional inventory or service systems via Custom Actions. These actions can trigger automatically at call start so the agent enters the conversation already prepared.

For example, an outbound solar sales agent can automatically:

Check the prospect’s address via a geocoding API
Verify sunlight exposure using satellite imagery
Confirm local tax incentives based on ZIP code
Check the regional installation queue across service crews
Calculate ROI using local utility rates and incentive data

All of this happens before the prospect picks up, enabling the AI to open the call with accurate, personalized context from the second it starts talking.

2. Temporal Awareness: Getting Timing Exactly Right

How Elite Agents Do It

The best agents have impeccable timing. They remember time zones, honor promised follow-ups, reference past interactions naturally, and know how to schedule around holidays, downtime, and customer preferences. This temporal intuition helps them reach customers at the right moment and coordinate complex logistics without friction.

How Voice AI Does It Better

AI can track timing with perfect reliability across thousands of customers simultaneously. A well-equipped voice agent can:

Automatically infer or retrieve the customer’s timezone
Understand whether it’s a good time to call based on contact history
Recall past commitments and promised follow-ups
Capture availability in structured formats
Coordinate across multiple calendars, workloads, and blackout periods
Respect holidays, weekends, and regional scheduling constraints

‍

These temporal checks happen instantly, ensuring the AI always engages at the right moment with the right context.

What This Looks Like in Practice

With Regal, temporal reasoning becomes a built-in capability. The AI automatically detects the customer’s timezone, references past commitments, and uses Regal’s native gather_date action to collect availability in a structured format. From there, it can either create callback tasks directly inside Regal or work with external scheduling platforms—like Cal.com, Google Calendar, Outlook, or internal dispatch tools—through Custom Actions.

For example, when rescheduling a technician appointment, the AI can automatically:

Recognize that it’s Tuesday afternoon and the customer is in Pacific Time
Recall their preference for morning appointments
Avoid an upcoming holiday and internal blackout windows
Check availability across multiple technicians in the region
Offer the earliest compatible time slot
Write the appointment back to the appropriate scheduling system

‍

All of this happens instantly, enabling the AI to propose accurate options and complete the scheduling workflow without the customer repeating a single detail.

3. Sensory Perception: Seeing and Understanding Context

How Elite Agents Do It

Your best agents never enter a conversation blind. Before they even say hello, they’ve already scanned the customer’s profile, checked recent interactions, reviewed open tickets or orders, and recalled past preferences. That preparation lets them personalize the conversation, anticipate issues, and shortcut decision-making.

How Voice AI Does It Better

AI can absorb and analyze context at a scale no human can. A well-equipped voice agent can:

Interpret what the customer is saying in real time and map spoken intent to the relevant workflow
Pull the full customer profile from the CRM in milliseconds
Combine purchase history, support history, and preferences into a unified view
Identify potential issues or likely intents before the customer mentions them
Retrieve relevant knowledge base entries dynamically
Adjust tone, script path, and decision logic in real time based on context

‍

Instead of juggling multiple screens, AI processes everything at once, and adapts its next step accordingly.

How This Works in Practice

With Regal, sensory perception becomes a real-time reasoning layer. Through Custom Actions, the AI can fetch CRM data (like customer tier, recent interactions, open issues, product ownership, or lifecycle stage) and immediately use that information to personalize both what it says and how it decides what to do next.

At the same time, Regal’s Knowledge Base gives the agent instant access to domain-specific guidance, FAQs, product rules, troubleshooting flows, compliance language, and more — all retrieved and applied dynamically. The AI uses this information to choose the right answer, follow the correct policy, and navigate complex logic without relying on static scripts.

For example, when a customer says, “I have a question about my order,” the AI can automatically:

Pull their CRM profile and identify two active orders
Detect that one shipment is running a day late
Identify that the customer is VIP tier, which allows for free upgrade options
Check if they’ve contacted support about this issue before
Retrieve the relevant Knowledge Base entry for this product’s shipping policies
Adapt its tone and message to acknowledge the delay and offer the appropriate solution

‍

The agent can then respond conversationally with something like:

“Hi Jennifer, I see you’re asking about your laptop order. It’s running a day behind due to weather, but since you’re a VIP customer, I’ve upgraded it to overnight shipping at no cost. It will still arrive tomorrow.”

This all happens in real time — not through scripting, but through dynamic reasoning powered by CRM data, knowledge base context, and on-the-fly logic adaptation.

4. Information Retrieval: Looking Things Up Proactively

How Elite Agents Do It

Great agents don’t just rely on what’s already in front of them—they go find what’s missing. They search product catalogs, check stock levels, review policy documents, and dig through internal tools so they have answers ready the moment the customer asks. This proactive lookup is what lets them solve problems quickly and confidently.

How Voice AI Does It Better

AI can retrieve information across your systems faster and more comprehensively than any human. A well-equipped voice agent can:

Query product catalogs or inventory systems in real time
Search documentation, policy pages, or knowledge repositories
Look up pricing, promotions, and eligibility rules
Validate specifications or compatibility details
Scan multiple systems in parallel to eliminate wait time

‍

And it can do all of this the moment the customer asks a question—or even before.

How This Works in Practice

Through Custom Actions, the AI can tap into product databases, warehouse systems, pricing engines, and policy APIs to answer questions with perfect clarity and accuracy. Unlike sensory perception (#3), which focuses on interpreting the customer’s context, information retrieval focuses on gathering the external information required to answer operational questions.

For example, when a customer says, “Do you have this appliance in blue?” the AI can instantly:

Query all warehouses or stores for the relevant SKU
Check if the blue variant is in stock
Verify price and promotion eligibility
Calculate shipping timelines based on location
Pull any relevant product specs or compatibility rules
Surface any upsell or cross-sell opportunities

‍

Then respond naturally and precisely:

“Yes — the blue model is in stock and qualifies for free expedited shipping. I can get it to you by Friday. Would you like me to place the order?”

This isn’t memorized scripting; it’s real-time data retrieval across your operational systems.

5. Taking Action: Getting Things Done

How Elite Agents Do It

Elite agents don’t stop at understanding the issue or finding the right information—they take ownership. They schedule the appointment, process the refund, send the confirmation, and update the account during the call. When the customer hangs up, everything is already handled. Their value isn’t just knowledge; it’s execution.

How Voice AI Does It Better

AI excels at fast, precise, multi-step execution. A well-equipped voice agent can:

Update records across multiple systems simultaneously
Trigger workflows, automations, or downstream processes
Apply credits, refunds, or adjustments with perfect accuracy
Send emails, texts, or notifications instantly
Create tasks, tickets, or follow-up reminders
Complete complex multi-step actions without losing context

‍

And because AI doesn’t fatigue or multitask poorly, it can execute flawlessly every single time.

How This Works in Practice

Through Custom Actions, the AI can write back to your operational systems—CRMs, billing platforms, order management tools, workforce systems, marketing automation platforms, and more. Rather than handing tasks off, the AI completes the work end-to-end, turning conversations into finished actions.

For example, during a billing inquiry, the AI could:

Apply a $25 account credit via your billing API
Update billing preferences (e.g., paperless, payment method)
Send a confirmation email or SMS summarizing the change
Create a follow-up task or callback if needed
Tag the account as VIP for the next 90 days

‍

All in real time, while still carrying on a natural, human-like voice conversation.

The result: customers hang up with everything already resolved—and your team never touches the case.

Bring Elite Performance to Every Call

The capabilities that once distinguished your top agents—understanding where a customer is, what’s happening right now, what information matters, and what action to take—can now be delivered consistently on every interaction. With generative Voice AI, it’s finally possible to combine human-level intuition with machine-level speed, reliability, and scale. The result is a voice agent that doesn’t just respond, but prepares, reasons, and executes from the moment the call begins.

Regal’s Custom Actions give AI voice agents direct access to your systems, data, and workflows so they can personalize conversations, retrieve accurate information, and complete tasks end-to-end without human handoffs.

Ready to make your Voice AI agent a top performer? Schedule a demo with our team.

Frequently Asked Questions

Founded in 2020, Regal is an enterprise voice AI agent platform for contact centers. Regal helps businesses build, deploy, and manage autonomous AI agents across sales, support, and operations teams.

Latest Blog Posts

SEPTEMBER 2023 RELEASES

September 2023 Releases

SEPTEMBER 2023 RELEASES

September 2023 Releases

SEPTEMBER 2023 RELEASES

September 2023 Releases

Contact Center Automation Trends 2025 | AI, Voice & Omnichannel Guide

The 8 contact center automation trends defining 2025—from AI voice agents to event-driven journeys. Data from 350M+ calls on Regal's platform. Read the report.

How to Improve Agent Productivity with AI | Regal

7 proven ways AI agents improve contact center productivity. Regal customers report faster handle times, higher FCR, and 40% cost reduction. See how it works.

Announcing Copilot: Continuous Agent Improvement

Regal is announcing Copilot, our agent for building AI agents. Create, test, deploy, monitor, and improve your Regal AI agents faster than ever by managing an agent instead of going through each step yourself.

How American Standard Helps Homeowners Start Remodeling Projects with Ease

American Standard’s AI agents streamlined the home remodeling journey by responding instantly to every homeowner inquiry, capturing demand in real time, and creating a faster, more seamless path from interest to installation.

Why “Sounding Nice” Fails: Engineering Empathy in AI Agents

How to build an AI agent that balances empathy with control, and drives real results in production.

Support Customers Directly on Your Website with Chat AI

Now, you can embed Chat AI directly into your site, providing customers with dynamic, contextual responses that move them toward a decision.

From Bottleneck to Breakthrough: Creating Delightful Experiences with Voice AI Agents

At the AI Summit New York, Regal Director of Product & Product Marketing, Yael Goldstein shared how enterprise organizations are moving beyond theory to deploy Voice AI agents that transform customer experiences.

Introducing WebRTC Voice: Click to Talk, Right From Your Website

WebRTC Voice enables real-time voice conversations: instead of dialing phone numbers or switching applications, customers can enable voice conversations directly in your website widget.

How Kin Insurance & a360inc Achieved Faster Outreach and Better Customer Experiences with AI Agents

In this fireside chat, Regal Co-Founder & CEO Alex Levin sits down with Kin Insurance’s Austin Ewell and a360inc’s Henry Davidson to share how their organizations are using AI agents to transform outreach, customer experience, and operational efficiency. They discuss real-world deployments—from qualification and human agent handoffs to complex negotiation workflows—break down the results, and offer practical guidance for leaders adopting AI agents at scale.

How a360inc automated notary outreach and negotiation

See how a360inc automated notary outreach and negotiation with Regal’s AI Agent, cutting costs by 80%, saving money on bid collection, and boosting coverage with unlimited outreach, structured negotiations, and reliable data capture.

Single vs Multi-State: How to Pick the Right AI Agent for the Job

Learn about the difference between single-state and multi-state AI agents, and how each impacts speed, scale, and reliability. Discover when simplicity is enough and when enterprise workflows demand structured orchestration, so you can choose the right design for your use case.

The Evolution of AI Agents: From Chatbots to Multi-State

Trace the evolution of AI agents, from scripted chatbots to IVR systems to single-state GenAI, and now to multi-state agents that unlock true end-to-end orchestration at scale.

From Pilot to Scale: How to Test AI Voice Agents in Regal

See how to test AI Voice Agents in Regal with simulation-based suites, manual checks, and end-to-end validations. Ensure logic, voice, and telephony all perform reliably so every deployment scales with confidence.

Automatically Evaluate Test Suites with Simulations

Discover how you can use Simulations to evaluate scenario-specific conversational flows that pinpoint AI Agent failures before launch. Speed up regression testing, validate prompts, knowledge bases, and custom actions at scale, and deploy reliable AI Agents with confidence.

Apple iOS 26 Caller Screening: An Enterprise Guide

Apple’s iOS 26 introduces new call-screening controls that will reshape outbound performance. This guide explains what’s changing, how adoption may impact enterprise contact centers, and the proactive steps leaders can take now to protect answer rates and customer trust.

RAG Hygiene: How to Scale and Maintain AI Agent Knowledge

Learn how to maintain a clean, reliable RAG system for AI Agents. Discover best practices for structuring source docs, chunking content, titling for retrieval, avoiding redundancy, and keeping knowledge bases fresh to ensure accurate, scalable performance.

Introducing Custom AI Analysis: Extract Data from Every Conversation

Regal’s Custom AI Analysis transforms post-call transcripts into actionable, structured data points, so you can personalize follow-ups, analyze trends in-aggregate, and scale improvements across every interaction.

Inside Regal’s H2 Roadmap Reveal: The Future of AI Agents

If you missed our H2 Roadmap Reveal, here are the biggest takeaways, including real customer wins and a preview of what’s coming in the second half of the year.

Context Engineering for AI Agents: When to Use RAG vs. Prompt

Master context engineering by choosing the right method for AI agent knowledge—prompts for behavioral control, RAG for long-form, unstructured data, and custom actions for precise lookups.

Building AI Voice Agent-Ready APIs: Lessons from the Front Lines

Lessons from the frontlines on how to build AI Voice Agent-ready APIs.

Anatomy of an AI Voice: What Makes It Sound Human

This article outlines the core characteristics that influence how voice AI is perceived on live calls. From mechanical traits like speed and volume, to more emotional and conversational behaviors, we’re going to look at what those characteristics mean, why they matter, and how they impact your bottom line.

Voice AI Customization 101: Settings That Work Best

Learn how to configure your AI Voice Agent for real performance. This guide covers the most important voice settings in Regal, what ranges top brands use in production, and how adjusting speed, tone, and responsiveness impact cost, containment, and overall customer experience.

Introducing Progressive Dial for AI Voice Agents

Discover how you can now staff Regal’s progressive dialer with AI Voice Agents—to run high-volume outbound campaigns with smarter pacing, instant call connection, and voicemail detection—boosting efficiency and eliminating abandoned calls.

How to Use SIP Headers in Regal to Route and Personalize AI Voice Calls

Learn how to use SIP headers with Regal AI Voice Agents to personalize routing, enrich transfers, and integrate with your existing telephony stack—no backend changes required.

Build AI Agents Without Code, Directly From Regal’s Platform

Discover how Regal's AI Agent Builder lets enterprises create and deploy custom Voice AI Agents without code, integrate with existing systems, and scale workflows to deliver human-like customer interactions at scale.

How AI Appointment Setter Technology is Redefining CX at Scale

Discover how AI appointment setter technology is being adopted by enterprises in industries like healthcare, insurance, and education as a strategic advantage for scaling operations and improving customer satisfaction.

How to Best Combine Voice and SMS AI for Omnichannel Support

The best customer experiences are seamlessly omnichannel. In this guide, see how Regal enables seamless, AI powered omnichannel support across voice and SMS.

Staying Compliant with the New TCPA Rules: A Guide for Enterprise Contact Centers

New TCPA updates require interpreting opt-out intent and suppressing outreach across all channels. See how you can use Regal's AI Decision Node to stay compliant.

Debunking AI Agent Fears: "Will humans get frustrated talking to AI?”

Learn how to design AI phone agents that prevent frustration, earn trust, and actually help customers—by getting the voice, logic, and data right from the start.

Debunking AI Agent Fears: "Will the AI lack empathy?"

With the right design and controls, AI agents can be built to deliver empathetic, human-like interactions for all of your routine contact center interactions.

Debunking AI Agent Fears: “What if the AI crashes mid-conversation?”

You're not crazy for worrying about AI crashing out of the blue. Here, see why you shouldn't concern yourself over that happening.

AI Agents vs. Answering Services: 13 Essential Questions Answered by Contact Center Experts

Discover how AI Agents vs. Answering Services stack up and why modern businesses are replacing outdated systems with emotionally intelligent, revenue-driving AI voice agents.

What is the true cost of AI Voice Agents?

Wondering about the true cost of AI Agents? Discover how Regal’s AI Agents compare to human labor and why the cost of implementing AI Agents delivers scalable, predictable ROI.

What Makes Regal AI Agents So Good?

See why leading companies trust Regal’s AI Agents for better conversations, real outcomes, and HIPAA-compliant customer experiences.

Introducing the AI Decision Node: Smarter AI Workflow Automation for Contact Routing

Introducing Regal's AI Decision Node—a new way to auto-route contacts in journeys based on the context of each customer interaction.

Debunking AI Agent Fears: "What if my AI Agent takes too long to respond?"

Worrying that an AI agent will take too long to respond is not a valid reason not to adopt AI. Here, we'll show you why.

AI Collections: How Top Lenders Automate Growth in 2025

Automate follow-ups, reduce delinquencies, and boost ROI with AI Collections. Discover how Regal’s AI Agents are changing the future of loan servicing.

AI-Based Workflow Automation: How to Personalize and Scale Customer Journeys

Discover how AI-based workflow automation and customer journey automation can streamline operations, personalize customer interactions, and boost revenue.

How to Deliver a Unified Customer Experience with Regal in 2025

The more lines of communication you open with your customers, the more likely you’re starting the conversation on the right foot. Regal helps you unlock a more unified customer experience in a matter of days. See how.

Maximize Agent Throughput with Regal's Predictive Dialer

It’s critical for call center managers to understand how their power dialers work and to measure if they’re performing as intended. With Regal’s new Predictive Dialer, You can do just that, and much more.

8 AI Agent Use Cases for Home Service Companies

Explore 8 powerful AI Agent use cases for home service companies that drive speed, increase capacity, and create predictable, high-converting customer workflows.

8 Healthcare AI Agent Use Cases for Better Patient Outcomes

Discover how healthcare AI Agents are transforming patient engagement from intake to billing. See 8 powerful use cases driving higher adherence, faster scheduling, and better outcomes.

The Benefits of AI in Insurance: How AI Agents Are Reshaping the Industry

Discover the game-changing benefits of AI in insurance. Learn how AI Agents improve customer experience, reduce costs, and boost efficiency in claims processing, underwriting, and customer interactions.

6 Strategies to Optimize Phone Number Inventory Management

Discover effective strategies for phone number inventory management and learn how to maintain a stellar phone number reputation. Explore best practices, expert insights, and innovative solutions to optimize your communication operations.

Your Policyholders Hate You... File That Under "Totally Preventable Losses"

Not everyone gets excited about buying insurance. Learn how AI Agents improve the experience for policyholders, bring down your cost to serve, improve your response times, and help you get rid of the hold music for good.

AI Agents for Education: 8 Use Cases for More Meaningful Student Outcomes

AI Agents for Education are transforming student engagement—boosting enrollment, improving retention, and making support more human. Discover 8 game-changing use cases that free up your staff while delivering better student outcomes.

Click Your Heels, Ditch the Guesswork: Start Winning with A/B Testing

Many contact center leaders still wander through customer journeys as if they're in the Land of Oz. Dive in to see why and how A/B testing is your shortcut to unlocking provably, repeatably, and scalably better CX.

Regal Named One of Forbes America’s Best Startup Employers 2025!

Regal is officially one of Forbes America’s Best Startup Employers 2025, ranking #164 out of 500. This recognition is a testament to our incredible team, our innovative work culture, and our unwavering commitment to advancing AI technology.

AI in Education: The Future of Student Engagement & Enrollment

AI in education is helping to streamline admissions, automate student engagement, and enhance higher ed outreach. Discover key education technology trends to boost enrollment and learn why automated student engagement tools are the future.

Measuring AI Agent Success: Key KPIs for AI Agents in Your Contact Center

Discover key KPIs for measuring AI agent success in your contact center. Learn how to track performance, improve efficiency, and optimize AI-driven conversations for better business outcomes.

How to Build AI Agents for Beginners: A Step-by-Step Guide

Learn how to build AI agents for beginners with this step-by-step guide. Discover key skills, tools, and no-code AI agent builders to get started today!

How are Generative AI Voice Agents Different from AI Voice Assistants?

When it comes to comparing AI Agents vs. AI Assistants, Siri & Alexa handle simple tasks, but Gen AI Voice Agents—like Regal’s AI Phone Agent—drive real business impact with human-like conversations, automation, and seamless integration.

Regal’s Q1 Product Roadmap: Webinar Highlights & Recap

Regal’s Q1 2025 product roadmap brings AI Agents, Intelligent Orchestration, and Enterprise Functionality to the contact center. Discover what’s coming next!

AI Agent Assist: Real-Time Insights for Smarter CX

Discover how AI Agent Assist transforms CX by boosting agent efficiency and customer satisfaction. Get real-time insights, automate tedious tasks, and empower your team to drive revenue.

A No-BS Guide to Rescuing Your Contact Center with AI

Discover how AI in customer experience can revolutionize your contact center. Learn to replace legacy tools, scale personalized outreach, and drive better outcomes with modern CX platforms like Regal.ai.

Introducing Regal Custom Objects

Build your own data model and keep your agents in one tool with Regal Custom Objects.

8 Ways AI Sales Tools Assist in the Success of Call Centers

Discover how AI sales tools enhance call center performance, improve efficiency, and increase customer satisfaction with these 10 powerful strategies.

10 Proactive Outreach Strategies to Build Loyalty with Personalization

In order to build loyalty, it’s essential to create proactive outreach strategies that demonstrate your awareness of your customers' challenges and show that you’re taking action before they even need to ask for help.

7 Best Use Cases for AI Voice Agents in Your Contact Center

As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.

5 Outbound Call Center Strategies to Connect with Customers

Learn five game-changing outbound call center strategies that’ll help you reach the right people, at the right time, with the right message.

7 Tips for Building AI Agents That Perform

Explore tips for building AI Agents that perform for your business - Spoiler: It's a lot like coaching human agents.

AI Emotional Intelligence: How AI Agents Keep Calm

Learn more about how AI emotional intelligence allows artificially intelligent voice agents to create emotion-regulated interactions using empathy, while keeping their cool even in heated situations, ensuring calls stay on track and productive.

Introducing Custom Events in Agent Desktop Activity Feed

Improve agent context with a synthesized view of the buyer's journey -- leading to more personalized conversations.

AI for Contact Centers: Insights from Industry Leading CEOs

Explore how AI for contact centers is transforming businesses and how leveraging AI can enhance customer interactions and improve retention.

Power vs. Progressive vs. Predictive Dialers

There is no one "best" auto dialer. There's just the right auto dialer for your campaign goals. We compare the capabilities of each and outline a framework for how you can make the right choice.

Outbound Abandon Rate: Why It Matters & 5 Strategies Master It

Explore 5 actionable strategies to keep your outbound abandon rate low, optimize your dialer efficiency, and maintain customer trust.

What Are the Best Use Cases for Branded Caller ID

Branded Caller ID is a great tool to increase call answer rates. Find out the best use cases for Branded Caller ID, and learn when it's not the right solution.

Regal Journey Builder Now Available for 8x8 Customers

Regal and 8x8 launch a joint offering, through the 8x8 Technology Partner Ecosystem, making Regal the only Journey Builder provider for 8x8’s outbound contact center customers.

4 Essential SMS Campaigns for Home Insurance Companies

The fastest growing Home Insurance brands are using SMS in intelligent ways to drive higher customer engagement and more revenue. Get started with these 4 essential campaigns.

Introducing REGAL AI

Improve agent efficiency and win more customers with REGAL AI.

Introducing Regal Live

Monitor intraday call center metrics in real-time to adjust staffing, campaigns or coaching on the spot.

Introducing Regal IVR

Regal’s IVR leverages unified customer profiles to personalize inbound caller experience – delivering better customer experiences and business outcomes.

5 Essential SMS Campaigns for Home Services Companies

Use these 5 essential SMS campaigns for home services drive higher customer engagement and more revenue for your business.

The Next Step Forward in AI will come from Consumer Businesses

Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.

Beyond CCaaS: From Customer Data Dips to Customer Data-Driven

Modernizing your Contact Center to drive personalization and more revenue requires a new tech stack you won't get with legacy CCaaS.

Innovating on Patient Care | B2C Sales Podcast Episode 7

Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.

The Future of Conversation AI | B2C Sales Podcast Episode 6

Discover the transformative power of AI in conversations and how Regal's cutting-edge technology is reshaping call analysis and optimization for enhanced customer experiences with Balto's Marc Bernstein on our B2C Sales Podcast.

How SoFi, Perry Health & Allstate Personalize CX at Scale

Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."

Introducing Collaboration-Native Features to CCaaS

Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.

Introducing QA Scorecards: Uplevel Agent Performance

Uplevel agent performance with Regal's QA Scorecards. With QA Scorecards, managers can ensure that all interactions meet the criteria and standards of excellence established by your company.

How Regal.io is Turning the $40B CX Industry on Its Head

Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.

New SMS & Branded Caller ID Rules Are Enhancing Customer Experience

Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.

4 Essential SMS Campaigns for Life Insurance Companies

The fastest growing insurance brands are using SMS campaigns in intelligent ways to drive higher customer engagement and more revenue. You can too with these 4 essential SMS campaigns.

Need to Boost Call Center Productivity? Switch to a Power Dialer

Discover how a power dialer can revolutionize outbound calling and enhance sales team productivity. Schedule a consultation with our experts to explore Regal.io's power dialer.

The Financial Impact of Working with Regal.io: 547% ROI

Discover how working with Regal.io led to a 547% ROI for businesses. Learn more about the financial impact and success stories in our comprehensive case study.

Announcement: Regal Conversation Intelligence

Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.

Announcement: Regal SMS Suite

Regal’s SMS Suite allows brands to actually drive revenue from SMS. Drive cross-channel engagement using our comprehensive Triggered & Scheduled SMS Journeys (aka SMS Marketing), 1:1 SMS Conversations (aka 2-Way SMS), and AI SMS Bot.

Announcement: Regal Segment Builder

Regal’s powerful, no-code Segment Builder enables any business user to segment, target, suppress, and send blasts of cross-channel communications (SMS, calls or webhooks) to their customers – all based on a real-time unified customer profile.

Friends don’t let friends buy CCaaS

Learn when event-driven sales systems like Regal will disrupt the $40B Contact Center Software and CCaaS industry, by improving customer experience and increasing revenue.

Meet Regal Call Branding™: Branded Caller ID for 400M+ US Devices

We are excited to announce Regal Call Branding™ including Branded Caller ID. Available on all 400M wireless devices in the US (as well as most of Canada and the UK), Regal Call Branding™ puts you in control of what people see when you call their cell phone – including showing your brand and/or logo.

Q&A with Perry Health’s Scott Chesrown

Get behind-the-scenes insights about Perry Health’s 23% revenue increase with Regal.io. Perry Health’s Scott Chesrown sat down with Regal.io and discussed how they implemented outbound sales technology, integrated new capabilities into their process, and built on their early success.

Drive More Contact Center Revenue With These 6 Holiday Tips

It’s the holiday season and you’d like to hit your December revenue goals. Outbound B2C sales during the holidays can be a major performance driver – if you're prepared and you have the right tools in place. Use these seven tips to get your outbound B2C sales in shape for holiday success.

Regal.io Raises $38.5M in Series A Funding

Today we are excited to announce that based on the success our customers are seeing using Regal.io, we have raised $38.5 million in Series A funding led by Emergence Capital to continue to invest in our teams and products.

Announcing our Integration with mParticle

Our integration with mParticle enables you to create a unified customer profile and connect other first party customer data.

What is a Journey Builder?: A Complete Guide

Say goodbye to batch processing, complicated SQL queries or custom engineering to decide who to call. Journey builders help B2C create more timely, relevant and personalized outreach to customers.

Goodbye Regal Voice, Hello Regal.io

Friends and supporters, We are excited to announce our updated branding and website. It better captures what we stand for.

Announcing our Integration with Twilio Segment

We are excited to announce our integration with Twilio Segment, allowing you to seamlessly connect your first-party customer data with Regal.io and 200+ other integrated tools.

Milestone: $1 Billion Revenue Driven for Our Customers

We are thrilled to announce that Regal.io has driven over 20M conversations between our customers and their end users, leading to $1 billion in revenue driven to date.

The RAG Playbook: Structuring Scalable Knowledge Bases for Reliable AI Agents

Learn how to structure a knowledge base that keeps AI Agents accurate and on-script. Discover why human-style KBs fail, and apply best practices like single-topic chunking, concrete instructions, and explicit outcomes to reduce hallucinations and scale reliable RAG performance.

How to Use SIP to Integrate Regal Voice AI Agents with your Contact Center Software

Learn how SIP integration enables enterprises to connect Regal Voice AI Agents to existing CCaaS platforms, pass call context in real time, and deploy voice AI without infrastructure changes.

Treat your customers like royalty

Ready to see Regal in action?
Book a personalized demo.

Thank you! Click here if you are not redirected.

Oops! Something went wrong while submitting the form.