Alex Levin, Co-Founder & CEO at Regal AI. Regal is the AI Agent Platform.

Generative AI Agents are transforming customer expectations and the types of customer experiences business can build. The biggest opportunity is in support, sales and operations calls at consumer businesses.

Episode Highlights:

- Alex challenges the long-standing “hide the phone number” mindset in contact centers. He argues that voice calls consistently outperform emails and texts in customer engagement, with far higher conversion and retention metrics when executed correctly.

- While many companies focus on building AI agents, Alex emphasizes that the real complexity lies in orchestration—pulling in customer data, handling routing, making API calls, and integrating with CRMs. Regal AI’s strength lies in building this full voice engagement stack.

- Regal’s AI agents now resolve ~97% of calls without needing a human handoff. This is a major leap from legacy benchmarks, which typically hover around 20–30%.

- Average handle time becomes less relevant with AI. Instead of optimizing for speed, Regal focuses on outcomes—like resolution, satisfaction, and conversion. Alex notes that AI often reduces call time by 30% anyway, while delivering better consistency and accuracy.

- Voice agents with personality outperform generic ones. Regal experiments with distinct agent styles—like playful, skeptical, or supportive—to mirror brand tone. Techniques like natural pauses, background noise, and tonal variation dramatically increase trust and engagement.

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Connect with Alex Levin:
https://www.linkedin.com/in/alexlevin1/
https://www.regal.ai/

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