SEPTEMBER 2023 RELEASES
September 2023 Releases
Regal Raises $40M to Bring AI Phone Agents to Enterprise Brands
Millions of people around the world engaged with their favorite brands this month with Regal – buying home insurance from Kin, deciding to attend Harvard, getting roadside assistance from AAA, and getting critical medicine from Ro.
Every day hundreds of leading brands are using Regal to treat customers like royalty. They leverage our platform to use customer intent signals and customer data to automatically personalize and A/B test multi-touch inbound and outbound interactions across customer acquisition, sales, support, operations and retention teams.
We just raised $40M to accelerate our mission to use our exceptional voice AI Agents to bring back high quality voice interactions.
“Regal’s AI Phone Agents have been a game-changer for our calls. Its features are seamlessly integrated into our workflow, allowing us to test, stay compliant, and keep improving our results every step of the way.” - James Hummer, VP of Sales, Ethos
Contact centers are in a rut
For 30 years, consumers have gotten used to the joy of online shopping, and the pain of engaging with an online retailer’s contact center. Large early online retailers saw contact centers as an unnecessary cost center so legacy contact center software providers have been focused on building tools to lower contact center costs by deflecting inbound customers to self-serve and to lower cost channels like deterministic chat bots, and outbounding to millions of customers with one-size-fits-all strategies. Unsurprisingly, customer satisfaction with contact centers and the legacy “low-touch” model is at an all time low.
Consumers are now pushing more complex, high-consideration and high-touch parts of their purchasing and life online (ie. insurance, education, healthcare, banking, local services and all manner of retail) at lightning speed, and legacy contact center strategies that were passable for selling CDs, are causing massive failures for selling and supporting services like home insurance online. It’s the perfect opportunity to reimagine the core contact center software ground up, with your customer at the center.
“I am amazed at what Regal’s AI Phone Agents are capable of. Regal is helping us stay well ahead of our competition.” - Niraj Patel, CTO at LiveEasy
What we are building
There is a better way to build the exact customer engagement model your business needs, and orchestrate the entire customer experience from marketing, self-serve, inbound and proactive outbound. Instead of optimizing to treat every customer the same at the lowest cost, we aim to reach the right customer with the right message at the right time. Our unified data model, easy-to-use automation and native AI helps ensure personalization instead of stifling it:
- System of record - We started with the modern system of record for consumer brands. Regal flexible data schema and custom objects can match your unique data model. We handle real-time data streaming and will automatically ingest and understand all of your data so you are not delayed in engaging customers. Common data sources include your CRM and CDP, and we can extract key insights from customer conversations on the fly.
- Customer-centric automation - Regal enables you to turn your untapped customer data and conversations into outbound and inbound automated journeys that customize the experience of every customer. Drive faster speed-to-lead and speed to answer, while using the drag-and-drop interface to A/B test and adapt to better customer experiences without an engineering team.
- Omni-channel - Orchestrate your entire contact center strategy from one platform, leveraging digital channels like sms/mms, email, agentless calls, ringless voicemail drop, video, and webchat alongside high-quality voice. And use webhooks to extend the orchestration to other platforms.
- Super-human agents and super managers - We built the agent desktop and manager tools we always wanted. Context for every past customer touch, clear tasks, easy follow ups, and AI-native features like conversation intelligence and automated QA to make life easier.
- AI Agents - Autonomously handle millions of inbound and outbound interactions using AI that acts human, at a fraction of the cost of a human agent.
Why focus on AI Phone Agents?
We continuously ship powerful features to help our customers drive more high-quality experiences at a lower cost and in a more scalable way. AI Phone Agents play a major role in that.
Our mission is to have brands reach the right customer with the right message at the right time, and generative AI Agents hold the promise of high-quality, personalized, affordable customer interactions. Moreover, based on the rate of improvement, we believe that within 5 years, 90% of customer interactions will be autonomous, so we are all in.
While we offer AI Agents that work in every channel, voice is the most important. Even with brands trying to deflect voice, over 50% of interactions are calls today, and as the cost and complexity of talking with customers on the phone comes down, brands will be able to serve custoemrs the way they prefer - on the phone. Today our AI Phone Agents are handling a significant portion of inbound and outbound calls for customers and outperforming human agents.
AI Phone Agents that act human
Consumers are highly sensitive to the flow of a voice conversation. Our team focused on teaching the AI Agents to respond quickly – even on the phone – and naturally – even if interrupted or the customer changed languages. Our AI Agents will even mirror the consumers’ sentiment and tone to keep the customer properly engaged. We are very proud of the results of our continued investment, and consumers love interacting with our AI Phone Agents.
We took advantage of the tens of millions of interactions already happening monthly to ensure our AI Phone Agents were ready for you from day one without months of training. Our AI Phone Agents also speak the language of your brand, stay within the guardrails set, handle sequential steps, and use the 1st party customer data already in Regal to personalize the conversation using everything from their name and birthday to the last conversation and preferences.
When next steps are needed, our AI Phone Agents can easily update data in internal systems. But more importantly, they can take action including sending out sms or email follow up, live transfering to human agents for escalation or next steps, or even scheduling follow up calls or tasks.
Ready for prime time
Our founders and customers have run large scale contact centers so Regal comes with the tools CX leaders and contact center managers need to be able to put AI Agents into production: A/B testing, real time monitoring, listen/barge, automated QA, recording, conversation intelligence, and reporting. Easily identify trends like a new logistics issue, escalate emerging issues based on sentiment or danger words like “throw-up”, test new scripts without requiring agent downtime, generate reports by disposition, keep your compliance team in the loop, and integrate AI Agent data directly into your existing tech stack.
Regal AI Agents are ready to go live in the most complex contact center environments in days because there is no rip and replace. Often it’s as easy as forwarding inbound calls to Regal before or after an IVR, or triggering outbound calls from Regal based on new leads submission.
Regal’s AI Phone Agents can work well with your existing contact center software, and scale up or down on demand so you can transition on your timeline without interrupting your current agents.
Give us a call
Hold times are for the old times and issues with “speed-to-lead” can disappear as well – there is no need to ever keep a customer waiting or deflect them to self-serve/chatbots now that you can offer high-quality phone interactions at a fraction of the cost. Regal is here to help you treat your customers like royalty.
Want to experience it for yourself? Your AI Phone Agent is ready at https://www.regal.io/ai-phone-agent/your-ai-phone-agent-is-ready.
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Latest Blog Posts
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The Automated Phone System Revolution: Why 73% of Enterprises Are Getting It Wrong (And How to Get It Right)
Explore how automated phone systems are transforming enterprise communication strategies. Learn how to avoid common pitfalls, optimize customer journeys, and achieve ROI through strategic deployment across industries like healthcare, insurance, and education.
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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.
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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.
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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.
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.
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5 Ways to Improve Agent Productivity & 5X Outbound Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
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8 Strategies to Improve Call Answer Rates by 40%
Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!
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Insurtech Insights: How Regal Drives Revenue Across the Policy Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
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Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
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.
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.
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."
Treat your customers like royalty
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