Regal

什么是 Regal？

Regal is a customer communication platform for building, monitoring, and scaling AI agents alongside human contact center teams. It supports voice, SMS, and chat agents, with tools for personalizing interactions using customer data and coordinating inbound and outbound communication.

The platform combines a no-code AI agent builder with customer profiles, routing, journey automation, and reporting. Human agents can manage phone, SMS, and email conversations in a unified desktop, giving teams a shared workspace for automated and staff-led engagement.

Regal 能做什么？

No-code AI agent builder

Build, test, and deploy AI customer interactions without developer support. Phone agents can handle inbound routing, scheduling, lead qualification, and frequently asked questions.

Customer profiles and data connections

Consolidate customer interactions into real-time profiles. Custom objects, more than 40 integrations with systems including CRMs and marketing platforms, and webhooks support data exchange and personalization.

Routing and customer journeys

Use IVR and intelligent routing to direct customers based on their attributes and needs. Create dynamic segments and event-triggered outbound journeys, then compare messaging and touchpoints with A/B testing.

Outbound calling tools

Power, Preview, and Progressive dialing modes support human-agent outreach. Branded caller ID, spam flag monitoring and remediation, and phone number management help teams manage calling operations.

Conversation intelligence

Real-time transcription and automatic summaries provide records of customer conversations. Conversation insights can trigger journeys and inform coaching or workflow changes.

Analytics and customizable dashboards

Review customer behavior and communication performance through reporting and dashboards configured around the metrics your team tracks.

使用场景

“Respond to inbound leads after hours”

Use continuously available SMS and chat agents to engage new inquiries when staff are unavailable, and phone agents to qualify leads or schedule appointments.

“Triage customer support calls”

Let AI agents answer routine questions and use routing rules to connect callers with the appropriate agent or assistant based on customer needs.

“Coordinate event-based outreach”

Build cross-channel follow-up journeys triggered by customer events, using profiles and segments to tailor communication to specific groups.

“Coach contact center teams”

Review transcripts, summaries, and performance dashboards to identify conversation patterns and guide improvements to human-agent workflows.

常见问题

Can human agents work alongside Regal's AI agents?

Yes. Regal supports a blend of AI and human agents. Its unified agent desktop provides customer context and lets staff manage phone, SMS, and email conversations while collaborating with AI agents.

What communication controls does Regal provide?

Regal lists opt-in and opt-out logic, audit logs, and quiet hours based on area code and ZIP code as part of its communication compliance tools.

Is implementation and ongoing support included?

Regal states that expert guidance is included in every plan, with support for improving call and text strategy as teams scale.