
September 2023 Releases
Customer expectations have fundamentally changed. People no longer tolerate long hold times, repetitive questions, or generic scripts: they expect personalized, contextual conversations that move their goals forward. Voice AI agents make this possible, delivering human-like experiences at enterprise scale.
For years, automation forced a tradeoff between cost and quality. IVRs and chatbots reduced expenses but frustrated customers and burned out teams. Voice AI breaks that tradeoff by offering unlimited capacity, real-time personalization, and consistent service at a fraction of traditional labor costs.
eHealth, the largest private health insurance marketplace in the U.S., faced this challenge acutely during Medicare’s Annual Enrollment Period. Massive seasonal call spikes forced a choice between overhiring or long customer wait times, while training and compliance demands strained operations every year.
eHealth built Alice, a Voice AI screening agent that scaled instantly with Regal. Alice personalized conversations using real-time CRM data, routed calls intelligently, and handed off to human agents. Crucially, eHealth treated the AI agent as a continuously improving product. Using automated testing, conversation analysis, and rapid iteration, they refined how Alice handled complex and sensitive scenarios while maintaining compliance and performance at scale.
The results were clear: every call was answered instantly after hours, customer satisfaction was high, and purchase interest increased by 27%. More broadly, eHealth’s success shows that enterprises willing to invest in the right architecture and iterate quickly can use voice AI to scale quality, not sacrifice it.
Read the full case study here.
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