AI AGENTS FOR ECOMMERCE

Regal is an AI Agent Platform built for high-consideration eCommerce companies where customers call before they buy or when something goes wrong after. AI Agents handle the full range of support and sales conversations: order status, returns, product questions, cart abandonment follow-up, and proactive reactivation outreach. Guitar Center Director of Data and Platform Ankit Kumar said Regal lets his team "personalize so much of our customer experience," and described getting new deployments live far faster than with other platforms they had tried.

AI Agents scale instantly to match demand. During peak periods like Black Friday or a major sale, Regal AI Agents handle any call volume without hold times or added headcount. Off-peak, the same AI Agent runs at lower volume with no idle cost. The 97% containment rate means most customers get what they need from the AI Agent without ever reaching a human, which keeps cost per contact predictable regardless of volume.

Yes, and these are among the highest-volume use cases on Regal. AI Agents check order status, initiate returns and exchanges, answer product questions, and escalate complex situations to a human agent with the full conversation transcript attached. They pull real-time customer data from your CRM and order management systems on every call, so the conversation is personalized from the first word. Customer satisfaction across these deployments stays above 90%.

eCommerce companies on Regal see a 97% containment rate, 80% reduction in cost to serve, 0-second time to answer, and 4x faster speed-to-lead on sales conversations. AI Agents maintain 90%+ CSAT even at high volume. Guitar Center's team specifically called out how much faster they can get new AI Agent workflows deployed on Regal compared to other platforms, and how deeply they can personalize each conversation using real-time customer data.

Regal AI Agents handle proactive outbound outreach triggered by customer behavior: a cart abandoned mid-checkout, a browsing session that ended without a purchase, or a customer who hasn't ordered in several months. AI Agents reach out via call or SMS at the right moment, have a real conversation about the product, handle objections, and either convert or route to a sales rep with full context. This kind of personalized, event-driven outreach at scale is not possible with a human team alone.

The answer is AI Agents on the calls that do not require human judgment, with humans handling the ones that do. Regal customers average 97% containment, which means the vast majority of support conversations resolve without a human agent. The ones that do escalate reach a person with the full call transcript already attached. Quality stays consistent because every conversation runs through the same Conversation Intelligence layer: transcription, sentiment analysis, keyword tracking, and automated quality assurance on every interaction.