From Assistant to Expert: Review, Orchestrate, and Extract Insights with Copilot

Every new LLM comes with trade-offs between latency, cost, and quality — and Regal tests all of them against real voice AI agents. Here's what we found when we ran Gemini 3.5 Flash through our benchmark.

This guide outlines the capabilities, trade-offs, and real-world applications of every model currently supported in Regal.

Enterprises need voice agents that hold a natural, human-like conversation while moving each call toward its goal and staying within compliance boundaries. The Voice CX Benchmark scores models on exactly that: how well they progress the call turn by turn, how safely and clearly they communicate, and how quickly they respond.

Behind a fragmented and ever-changing regulatory landscape is a simple goal: protecting people from unwanted or poorly timed outreach and giving them control over how they’re contacted. In practice, that responsibility translates into a set of checks that must be validated.

Ensure proper consent before contacting consumers via call or text. Ignoring regulations like TCPA and TSR poses risks. Stay compliant to safeguard your operations and reputation.

With Regal’s next-generation Voicemail Detection model, you can now classify voicemail, iOS or Google call screeners as separate categories with very high accuracy. This enables screener-specific handling, ultimately reducing missed agent connections.

Every qualifying voice call that runs through Regal gets two sentiment scores: one for the agent, one for the contact. Here's what actually produces those numbers.

Our engineering team breaks down how we improved our Voicemail Detection model by aligning the taxonomy with the actual audio, scaling labels, and choosing representations before adding model complexity.

Building a voice AI agent from scratch means writing prompts, wiring up actions, and defining guardrails before you can even test a call. Our upgraded agent templates skip that setup.

Last month, we shipped releases that make it easier to build, monitor, and test agents in one interface. Copilot Canvas brings building, editing, and testing into one interface and it can work straight from your files. Multi-state sticky notes let your team document decisions directly on a live agent.

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.

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.

Copilot now lets your team upload files, like spreadsheets, scripts, and flowcharts, directly as inputs. This gives Copilot the context it needs from the start, making it easier to extend Copilot into new agent use cases as they come up.

How Regal AI Agents recognize, navigate, and continuously improve at getting through third-party IVR phone trees, from classification and the Press Digit action to node isolation and real-world test simulations.

Copilot Canvas brings agent building, testing, and monitoring into one interface, so you can edit, test, and track performance without leaving Copilot chat.

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

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

The fastest growing High Consideration brands have invested heavily in outbound call centers for sales and marketing. With the right technology, staffing and measurement, you too can build a high performing outbound call center to help hit your growth goals.

Last month, we launched features that extend your management of AI agents via MCP and CCaaS platforms. Debug based on agent versions or simulation runs, and manage AI analysis data points via Copilot and Regal MCP. As a Five9 AI Agent Connect partner, Regal now has a dedicated integration API built for Voice AI agents.

The Regal Observability Dashboard gives your team real-time visibility into AI agent performance — tracking hallucination rates, guardrail breaches, latency spikes, and more across every call, automatically.

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.

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.

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.

We've always been careful to never give frontier labs the right to keep or train on customer data. With open weight models, we can go further: when a customer invests in improving these models, that value accrues to them, not to a lab.

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."

Last month, we shipped updates that make AI agents sound more responsive and easier to run at scale. Dynamic Voices lets your agent adjust its pace the second a contact asks for it, and Copilot now handles IVR and disposition management.

We reduced end-to-end voice AI response latency by 26% in three weeks by optimizing prompt structure for LLM caching: moving dynamic contact data out of the cacheable prefix so the model stops reprocessing instructions on every call.

OpenAI launched GPT-Live, a new generation of voice models, and described it as a “full-duplex” model. We tested GPT-Live directly to see how the theory holds up in practice.

With AI agents, every appointment gets a confirmation call. Each contact gets a chance to reschedule, and the confirmation rate goes to 100%, not because the AI is better at conversations than your agents, but because the AI never runs out of capacity.

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.

Every production Voice AI agent is a tradeoff system. Successful Voice AI agents are deliberately constrained, and those constraints can be visualized in The Voice AI Agent Triangle.

Regal MCP connects your Regal platform to AI environments like Claude, Cursor, and ChatGPT. Your team can pull transcripts, inspect configurations, and trigger actions without switching context.

The 8 contact center automation trends defining 2026—from AI voice agents to event-driven journeys. Data from 350M+ calls on Regal's platform. Read the report.

Regal's advanced AMD algorithm uses multiple factors to determine if a human answers your call. Learn more about the different techniques available.

This month, we shipped Regal MCP, which extends what your team can build, see, and improve. Regal MCP opens the platform to your external AI environment, so team members can take Regal actions directly from tools like Claude without switching context.

This month, we shipped enhancements that help you quickly make proactive fixes and customize AI agents to your brand. Copilot does more troubleshooting work on your behalf and with headless WebRTC, you can embed Regal voice agents inside your own product UI.

This number is a milestone that represents a fundamental shift in customer experience and how businesses grow. Curious what this number really looks like? We put it into perspective.

Discover the 10 most essential call center metrics and KPIs for 2026. Learn how to measure and optimize your call center's performance with our comprehensive guide.

At HumanX 2026, Regal's VP of Growth Lex Sivakumar shared what 400 million analyzed calls reveal about voice AI. Customers are not just accepting well-built AI voice agents. They are opening up to them more than they do to humans.

After powering over 400 million calls, we've found that the contact centers that win with voice AI aren't just the ones that deploy first. They're the ones that learn fastest.

AI phone agents aren't just better phone trees. They are autonomous systems that can understand caller intent, retrieve relevant information from your CRM in real time, execute actions, handle objections and clarifications, and complete the conversation without human involvement.

Voice AI is architectural, not cosmetic. Warm words on a broken flow make things worse. But warm words on a well-structured, well-measured system compound over time.

When prospects in healthcare and financial services hear "PII," they often imagine bulk data transfer: the idea that deploying an AI agent means copying a database somewhere. In most modern deployments, that's not what's happening.

In March, we made it faster than ever to build, launch, and continuously improve AI agents with Copilot, Regal's AI agent for building AI agents. Together, these updates lessen the time needed to launch and maintain agents, so you can focus on understanding your customers, unlocking new use cases, and driving faster business outcomes.

AI agent performance depends on how well it aligns with real customer language, not just fluency. Regal Improve helps teams identify gaps and improve outcomes by analyzing real conversations and surfacing high-impact opportunities

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.

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

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

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.

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.

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.

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.

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.

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.

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’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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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

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

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.

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

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

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.

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.

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

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.

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 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.

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 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 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.

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.

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!

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

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.

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.

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

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

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.

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

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.

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