Regal Voice Introduces Goal Oriented Agents to Enhance Customer Calls
Enterprise voice artificial intelligence company Regal Voice Inc. has announced the launch of Goal Oriented Agents on its platform. This innovative feature allows businesses to define specific objectives for each call and provides two complementary AI models to facilitate the achievement of those goals.
The introduction of these agents addresses a common issue encountered during calls, particularly in scenarios like auto insurance claims, where callers often present an extensive overview of an incident in one go. Traditional agents, built on conditional logic, may redundantly ask for information already provided by the caller, thereby hindering the flow of conversation. Regal Voice contends that using a single prompt for the entire agent can result in a loosely structured business process.
Regal’s Goal Oriented Agents utilize a dual-model approach for every call, termed the “actor” and the “director.” Both models commence their operations as soon as the caller finishes speaking. The actor is a more compact and faster model optimized for dialogue, providing instantaneous responses. Meanwhile, the director monitors the effectiveness of the call’s progression and is responsible for advancing it through stages with fresh directives for the actor.
Businesses can configure these agents using goal nodes, which specify objectives that need to be fulfilled by the conclusion of each node, alongside any prerequisites. For instance, scheduling a callback can be categorized as a goal. Prerequisites, such as confirming a caller’s date of birth or noting specific details like a family death, must be established before the agent can proceed with other tasks, allowing for clear and structured communication.
The director assesses progress after each interaction, enabling a single response to satisfy multiple requirements. For example, in a sample auto insurance claim scenario, a caller named Dan describes the damage to his vehicle, presents photographic evidence, and mentions any injuries in his initial message. Once those details are recorded, the agent can immediately move on to gather the caller’s name, followed by location and policy number, ensuring a smooth conversational flow.
Regal Voice identifies complex intake and qualification calls as optimal scenarios for the deployment of these agents. Other potential use cases include Medicare enrollment, roadside assistance, and mortgage qualification, highlighting the versatility of the design. The capability to handle medical intake calls that comply with the Health Insurance Portability and Accountability Act (HIPAA) further amplifies its applicability in critical sectors.
With a client roster that includes more than 200 enterprises, such as Google LLC, AAA, and Toyota Motor Corp., Regal Voice is making significant strides in the AI voice technology landscape. The integration of Regal’s voice agents into Five9 Inc.’s contact center platform was completed in August, providing enhanced capabilities to Five9’s customers.
Founded as a venture capital-backed startup, Regal Voice has successfully raised a total of $83 million to date, including a notable $40 million funding round completed in October 2024.