Internally, we find that despite it being obvious that they are speaking to an AI agent, voice AI agents boast containment rates above 97 %, dramatically better than the 20 %– 40 % containment seen with IVAs. That puts voice AI agents’ containment rates on par with top-performing human agents.

The most exciting part is that in the last 12-18 months, AI agents have started to perform better than human agents.

Why? Human agents must jump from call to call, with little downtime. They aren’ t always available and even when they are given customer information, they aren’ t able to instantly process it all. They are humans, after all.

VOICE AI

AI agents, by contrast, are always available, and can quickly ingest every past conversation, analyze it in real time, and deliver deeply personalized conversations.

Customers can get the experience they want and in the channel they prefer( voice, most often), with better outcomes than a human could provide.

Yes, early LLMs have known weaknesses, but these have been acknowledged and are being addressed, like accepting uncertainty to avoid wrong answers( i. e., hallucinations). Also, leading suppliers have been investing heavily in guardrails, temperature control( see BOX), continuous supervision, post-call QA, and more on their LLM-using platforms. This ensures that brands are comfortable using AI agents to handle customer interactions.

We have done more than 350 million calls with a CSAT over 85 %, indicating customers are happily taking advantage of brands’ investments in this area.

Voice AI agents are finally fulfilling the promise of a low cost, high-quality voice interaction that will eliminate the need for contact centers to staff humans to do Tier 1 customer interactions and open up budget that will enable companies to massively increase investment in the CX.

A hybrid approach enables organizations to efficiently and cost-effectively scale support and provide customers with quality experiences, while also elevating the role of human agents.

The real winner? The customer.

During his time overseeing customer experience teams, Alex Levin encountered the limitations of traditional contact center software and human support operations. Drawing on his Harvard academic foundation in human psychology and his firsthand experience with CX challenges, Alex founded Regal to facilitate a future where voice AI Agents transform business-consumer interactions.

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