Pumpkin Gives Every Pet Parent a Warm, Timely Follow-Up With Voice AI Agents
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Pumpkin is a pet insurance agency for dog and cat owners, offering accident and illness coverage plus a preventive care wellness membership. Based in New York, it’s built its brand on a warm, approachable customer experience.
“We designed Poppy to be approachable, warm, mimicking some of the brand tone that we already have on our human side. The thing that stands out to me is just the fact that most of our customers just see it as a natural thing...so they either don't know or don't care [that Poppy is AI].”
Voice AI agents lets Pumpkin have more conversations with pet parents, while maintaining positive contact sentiment.
*Regal platform data from 9/22/26-10/22/26
Pumpkin’s sales funnel started online, where pet parents requested quotes. From there, a team of people dialed out to follow up. That process worked, but it had limits.
“Some of the challenges were inconsistency in quality, as well as matching the capacity we had on the licensed insurance side with how many calls were happening on the human side,” said Lior Keren, President of Pumpkin. The company needed consistent, high-quality outreach so it could scale up and down with its licensed agent capacity, without losing the warmth the brand is known for.
Pumpkin isn’t in the business of building AI agents, so they wanted a partner at the forefront of voice who could deliver on both the customer experience and the tooling behind it. Regal gave Pumpkin the ability to have:
- Voice conversations natural enough that customers don’t think twice about them
- Objection handling that holds up in real sales calls
- Clean warm transfers to licensed agents
- A platform their own team can control, from adjusting the agent to deciding capacity and where to deploy it
An agent that sounds like Pumpkin. Pumpkin designed its AI agent, Poppy, to match the brand from the first hello. “We designed Poppy to be approachable and warm, mimicking the brand tone and voice we already have on our human side,” Keren said. “She’s part of the Pumpkin team.” Even Keren was surprised by how it sounded. “The thing that blew my mind is how human she sounds. And the objection handling really blew my mind.” Customers feel the same way. “Most of our customers just see it as a natural thing. They either don’t know or don’t care.”
Better leads for licensed agents. Poppy handles the outreach and qualification, and licensed agents pick up the conversations that are ready to go. “They’re getting better qualified leads,” Keren said, “and they can focus on those conversations and not on admin tasks.”
Pumpkin’s sales funnel started online, where pet parents requested quotes. From there, a team of people dialed out to follow up. That process worked, but it had limits.
“Some of the challenges were inconsistency in quality, as well as matching the capacity we had on the licensed insurance side with how many calls were happening on the human side,” said Lior Keren, President of Pumpkin. The company needed consistent, high-quality outreach so it could scale up and down with its licensed agent capacity, without losing the warmth the brand is known for.
Pumpkin isn’t in the business of building AI agents, so they wanted a partner at the forefront of voice who could deliver on both the customer experience and the tooling behind it. Regal gave Pumpkin the ability to have:
- Voice conversations natural enough that customers don’t think twice about them
- Objection handling that holds up in real sales calls
- Clean warm transfers to licensed agents
- A platform their own team can control, from adjusting the agent to deciding capacity and where to deploy it
An agent that sounds like Pumpkin. Pumpkin designed its AI agent, Poppy, to match the brand from the first hello. “We designed Poppy to be approachable and warm, mimicking the brand tone and voice we already have on our human side,” Keren said. “She’s part of the Pumpkin team.” Even Keren was surprised by how it sounded. “The thing that blew my mind is how human she sounds. And the objection handling really blew my mind.” Customers feel the same way. “Most of our customers just see it as a natural thing. They either don’t know or don’t care.”
Better leads for licensed agents. Poppy handles the outreach and qualification, and licensed agents pick up the conversations that are ready to go. “They’re getting better qualified leads,” Keren said, “and they can focus on those conversations and not on admin tasks.”
Pumpkin’s team manages Poppy directly, making adjustments, setting capacity, and deciding where to deploy her. The results show up in the numbers. “We’re driving more sales now compared to when the dialing was done by humans.”
For outbound calls, Pumpkin recently started using Regal’s Voicemail Detection model, which identifies iOS and Google call screeners with 96.4% accuracy, compared to 43.1% with Twilio’s legacy Answering Machine Detection (AMD) model. That results in more AI agents connect with real customers instead of getting dropped on a screener. Keren credits higher call capacity and more consistent quality. “[With the] raw business metrics, we’re seeing the ROI.”
Pumpkin is planning to launch two new AI agent use cases focused on keeping more customers covered: Failed Payment and Policy Cancellation notifications.
- Failed Payments: An AI agent calls customers as soon as a payment fails, walks them through updating their payment method, and explains what to do next so their pet’s coverage doesn’t lapse.
- Policy Cancellation: For customers well past their due date, an AI agent calls to let them know their policy is at risk of cancellation. The call makes the stakes clear and encourages them to pay before coverage ends.
Both use cases reach customers at the moments that matter most, which helps cut avoidable cancellations and keeps customers informed about their policy status.
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