SEPTEMBER 2023 RELEASES
September 2023 Releases
AI Emotional Intelligence: How AI Agents Keep Calm
There's been a lot of excitement around the potential of AI Voice Agents. From their 24/7 availability and cost efficiency to their ability to emit emotion “just like a real human”. One of the most underrated benefits we’ve seen, however, is their AI emotional intelligence and ability to keep their calm in heated situations. This is particularly valuable in call centers where tensions can run high.
We've all been on the receiving end of a frustrating customer service or sales call. Maybe you're not getting the answer you want, or the situation itself is challenging—a messed-up service, an unfair price, or a return that’s being denied. The human agent on the other end, in response to your rising frustration, can start to get defensive or emotional. Humans naturally mirror each other's emotional states, and a sales or customer service call can quickly devolve into an unproductive exchange when emotions take over.
From the agent’s perspective, working in sales or customer support is a tough job. It’s exhausting to cycle from call to call all day long, and keep your cool at all times when dealing with (unreasonable) customers.
The AI Advantage: Emotion-Regulated Interactions
AI Voice Agents don’t carry over the emotional baggage of previous calls. They start every interaction fresh, which allows them to handle even the most difficult situations with a calm and measured approach. These agents can express empathy when appropriate—such as acknowledging a frustrating experience or excitement for a customer’s life event—but they won’t get overwhelmed by emotions like a human might…because they don’t actually have feelings that get hurt or biases that get triggered. This AI emotional intelligence and control helps keep calls on track and productive.
Here are 3 real-life examples of AI Voice Agents handling challenging customer interactions (transcripts have been modified slightly to obscure brand and customer information):
Example 1: Customer not paying attention and only half answering; Agent keeps calm
In this scenario, the customer is distracted and only half-engaged in the conversation, providing incomplete or vague answers. The AI Voice Agent patiently guides the customer through the process, repeating questions when necessary and never showing frustration, ensuring the issue gets resolved without escalating.
Example 2: Customer getting upset; Agent remains composed and talks them down
The customer is visibly angry and begins to raise their voice. Instead of matching the customer’s tone or becoming defensive, the AI agent remains calm, responds with empathy, and focuses on de-escalating the situation, all while continuing to work towards a resolution.
.png)
Example 3: Customer dealing with an emotional issue; Agent shows sympathy but keeps the conversation productive
In cases where customers are upset about something deeply personal—like a family emergency affecting their finances—the AI agent expresses sympathy but ensures the conversation stays productive. While the customer feels heard, the conversation remains efficient and goal-oriented.
Key Use Cases Where AI Emotional Intelligence is Crucial
This “emotional maturity” benefit of AI Voice Agents has outsized impact for the following types of calls:
- Collections Calls: When an agent needs to chase a customer about an overdue bill, the situation can quickly become awkward or tense. Customers might offer excuses or become defensive. AI Voice Agents can remain neutral, calmly steering the conversation towards the goal of collecting payment without feeling uncomfortable or defensive.
- Payment Failures: Reminding a customer to update their payment information or risk service disruption can be a delicate conversation. A human agent might feel uncomfortable or unintentionally convey an implicit threat. An AI Voice Agent can handle these discussions with firm professionalism, making it clear that updated payment is needed without injecting unnecessary tension.
- Sales Qualification Calls: These calls can feel invasive for customers, who may feel scrutinized or rejected if they don't qualify for the service or product they’re seeking. A human agent might struggle to manage the emotions of this rejection. An AI Voice Agent can deliver this news calmly, helping to make the customer feel less personally attacked or rejected, which can improve the overall experience.
We’re still in the early innings of Voice AI Agents, but their human-like conversational style (unlike an IVR) and ability to keep the infinite composure (unlike a human agent) has the potential to drive significant revenue for sales and support contact centers. How much revenue has been lost from heated customer interactions that go awry? The Qualtrics XM Institute estimated that US businesses risk losing $856 billion annually due to poor customer service, when more than half of consumers reduce or stop spending with a brand after a negative customer service interaction. We’re not saying all of that can be solved with AI Voice Agents, but if even a fraction can, it’s an exciting opportunity.
Have an AI Voice Agent Use Case in Mind?
Demo Regal's AI Phone Agents today.
Learn more about why we think you should prioritize AI Voice Agents over AI-Assisted Human Agents.
Explore our customer stories to witness real-world examples of businesses achieving remarkable results through our innovative solutions.
Learn about these products and services at Regal.ai, read most posts at regal.ai/blog or email us at hello@regal.ai.
%252520(1).png)
Latest Blog Posts
.jpg)
.png)
How are Generative AI Voice Agents Different from AI Voice Assistants?
When it comes to comparing AI Agents vs. AI Assistants, Siri & Alexa handle simple tasks, but Gen AI Voice Agents—like Regal’s AI Phone Agent—drive real business impact with human-like conversations, automation, and seamless integration.
.jpg)
.jpg)
.jpg)
.png)
.jpg)
.jpg)
.avif)
.avif)
5 Ways to Improve Agent Productivity & 5X Outbound Performance
In this blog, we share tips to improve agent productivity for handling high volumes of calls, whether it's inbound support teams or outbound sales teams. The guiding principle is simple — focus your agents on tasks that absolutely requires their attention, and automate everything else.
.avif)
.avif)
8 Strategies to Improve Call Answer Rates by 40%
Discover 8 proven strategies to improve call answer rates by 40%. Learn how personalized outreach, Branded Caller ID, and AI-driven solutions can transform your outbound contact center and boost engagement. Increase your call answer rates and drive more revenue today!
.avif)
7 Best Use Cases for AI Voice Agents in Your Contact Center
As AI technology continues to evolve, the use cases for AI Voice Agents in contact centers will only increase. By answering these six key questions, you can identify where AI agents fit best today in your contact center and plan for future integrations.
.avif)
Insurtech Insights: How Regal Drives Revenue Across the Policy Lifecycle
Our Co-Founder & CTO, Rebecca Greene, delivered a presentation at the recent Insurtech Insights NYC 2024 event about how insurance brands can meet the moment of global uncertainty and rebuild trust by turning untapped customer data into personalized, revenue driving conversations across the Policyholder lifecycle.
.avif)
Beyond CCaaS: How to turn your Contact Center into a Revenue Center
Why are so many contact centers stuck being cost centers? Why do they keep looking for cost reductions instead of revenue increases? Bad data and technology decisions are at the core of this issue. We need "marketing automation" (aka unified customer profiles, event-driven systems and a/b testing) like Regal.io in the contact center to empower teams to start looking for incremental revenue instead.
The Next Step Forward in AI will come from Consumer Businesses
Consumer businesses are implementing AI-enabled customer experiences without any change in behavior on the part of consumers, which is leading AI to become common with more speed than past transitions like the internet and the smartphone. And it means that the next step in AI will not come from the LLM providers. The next big step forward in AI rests in the hands of consumer businesses.
Innovating on Patient Care | B2C Sales Podcast Episode 7
Explore Eric Hauser's remarkable career journey from GovTech to healthcare disruption at Cadence, highlighting the transformative power of innovation, collaboration, with a special focus on the pivotal role of Regal in driving patient engagement and outcomes.
How SoFi, Perry Health & Allstate Personalize CX at Scale
Discover how Regal.io's AI-powered personalized outreach solutions are revolutionizing outbound sales and customer experience across industries like healthcare, finance, and insurance in our latest eBook, "Modernizing Outbound Contact Centers: How to Treat Millions of Customers like One in a Million."
.jpeg)
Introducing Collaboration-Native Features to CCaaS
Combining collaboration functionality into CCaaS workflow tools invites more cross-functional users from a company to participate in designing the end-customer experience, leading to better omni-channel orchestration and customer outcomes. Learn more about Regal's collaboration features.
How Regal.io is Turning the $40B CX Industry on Its Head
Jon Heaps, former VP, Channel at Observe.ai, Talkdesk, and inContact interviews Alex Levin, Co-Founder & CEO of Regal.io, about the history of the contact center industry and some of the key challenges teams making outbound calls face as customers demand more online experiences.
New SMS & Branded Caller ID Rules Are Enhancing Customer Experience
Are you using Branded Caller ID for outbound calls or SMS? New SMS and Branded Caller ID regulations rolled out in Q2 2023 that you MUST KNOW ABOUT. The new regulations require that every company register their SMS campaigns and Branded Caller ID campaigns before being allowed to send texts or brand calls.
Announcement: Regal Conversation Intelligence
Regal’s Conversation Intelligence drives higher conversion rates for B2C sales teams. We use both the traditional QA/coaching tools, and brand new conversational triggers that allow you to update customer profiles and send automated follow up messages based on what is said in a conversation.
Caller ID vs. CNAM vs. Branded Caller ID: What’s the Difference?
Caller ID, CNAM, and Branded Caller ID all help identify an incoming call and, therefore, increase call answer rates. Find out how they differ and how outbound phone sales teams can utilize each to reach prospects and customers effectively.
Supercharge Customer Engagement with the Regal & Braze Integration
Existing B2C sales, service, and retention teams can now leverage Braze’s cross-channel messaging capabilities with Regal’s outbound phone & SMS sales platform to personalize their outreach, drive better customer outcomes, and ultimately generate revenue for the business.
How Regal Helps Consumer Lenders Achieve Growth in Tough Times
Our Co-Founder & CTO, Rebecca Greene, spoke with journalist Tony Zerucha at the recent Fintech Nexus USA 2023 event about how consumer lenders are using personalized phone and SMS sales outreach to obtain growth despite high inflation and rising interest rates.
Meet Regal Call Branding™: Branded Caller ID for 400M+ US Devices
We are excited to announce Regal Call Branding™ including Branded Caller ID. Available on all 400M wireless devices in the US (as well as most of Canada and the UK), Regal Call Branding™ puts you in control of what people see when you call their cell phone – including showing your brand and/or logo.
Q&A with Perry Health’s Scott Chesrown
Get behind-the-scenes insights about Perry Health’s 23% revenue increase with Regal.io. Perry Health’s Scott Chesrown sat down with Regal.io and discussed how they implemented outbound sales technology, integrated new capabilities into their process, and built on their early success.
Treat your customers like royalty
Ready to see Regal in action?
Book a personalized demo.
Thank you! Click here if you are not redirected.
Oops! Something went wrong while submitting the form.
