Interview with Alex Levin, the Co-Founder and CEO of Regal, featured in the series.
Regal: Revolutionizing Voice-First Customer Interactions with AI
Regal, a voice-first AI platform, was founded in 2020 by Alex Levin, who previously held leadership roles at Angi and Handy. Levin's inspiration for creating Regal came from observing the significant power of voice in building trust with customers while at Angi/Handy.
Regal aims to redefine the contact center experience by completely rebuilding it with AI-driven voice agents. The traditional approach, focused on deflection and automation, often results in frustrating experiences for customers. In contrast, Regal's AI agents are designed to enhance interactions, making them more natural, compliant, and scalable, outperforming traditional human agents.
The platform is equipped with a no-code builder, real-time analytics, A/B testing, and built-in compliance for regulated industries. It provides AI voice agents for sales, support, scheduling, and collections. Regal's system uses retrieval-augmented generation (RAG) to personalize conversations in real-time, using a combination of customer history, tone, and intent recognition.
The process of creating high-fidelity voice replicas requires 5-10 minutes of high-quality audio. Regal's voice agents can be modeled after real human voices, including those of professional voice actors and investors. To ensure legal compliance, supervised fine-tuning is used for improving model performance, while reinforcement learning is not employed due to legal concerns.
Consent is necessary from the person whose voice is being cloned, as well as from professional voice actors and investors. Regal's AI advisors are available to founders and have been used for various purposes, such as advice on product roadmaps and pricing models.
Regal's team is working on improving automated evaluations for AI agents, aiming to cut out hundreds of hours of manual QA. Companies that adopt AI agents are expected to drop their costs and improve customer experience faster than anticipated. Regal's AI agents are currently performing better than human agents and are expected to become indistinguishable from humans and exceed human agent abilities in the near future.
Before launching Regal, Levin and his co-founder recognized the need for a new kind of voice-first platform that focused on improving customer experience with AI-driven voice agents. They saw the mismatch between customer preferences for voice communication and the contact center industry's focus. Regal's scalable, voice-first AI infrastructure is designed to blend innovation with enterprise-grade compliance and deliver superior revenue-driving conversations.
In 2020, just before the generative AI boom, Regal launched. Another venture by Levin, GSpeech, is a voice AI platform also founded in 2020. Regal is designed to help enterprises drive revenue through compliant, AI-powered customer conversations.
Technology plays a crucial role in Regal's voice-first AI platform, with artificial-intelligence being the backbone of its AI-driven voice agents. These agents are designed to enhance interactions, making them more natural, compliant, and scalable, outperforming traditional human agents.
