SEPTEMBER 2023 RELEASES
September 2023 Releases
Introducing Regal IQ: Conversation Insights for Smarter AI Agents
Building an AI agent is just the first step. The biggest challenge is getting it to perform at scale.
Your first version will need refinement, and once real conversations begin, it becomes critical to pinpoint which calls are driving poor outcomes and extract actionable patterns so you can adjust your prompt, voice settings, or knowledge base.
The difficulty lies in managing thousands of conversations with no efficient way to review them. It's hard to know where to start, which recordings will be most useful, or how to surface specific issues that can be addressed. And since you can’t listen to every conversation, you risk missing the insights that could drive real impact.
Regal IQ closes this gap. Our new Conversation Insights Dashboard gives you a clear view into the key themes emerging across your AI agent calls and how those conversations are performing.
You can drill into subtopics to see which are hitting your benchmarks (and which aren't), and review a focused set of calls that surface the most important areas for improvement. With no setup, Regal IQ surfaces gaps in your knowledge base, recurring objections, and underperforming dialogue flows so you can make tailored, data-driven updates that strengthen your agent over time.
Spot the Patterns That Matter
Regal IQ uses LLMs and unsupervised clustering to extract the most relevant moments from calls and group them into high-level topics. This gives you a fast, objective view of what’s really driving your AI agent interactions, so you can focus your efforts on the patterns that actually impact outcomes.
Instead of sampling calls at random or guessing what to look for, the topic classification widgets help you quickly answer:
- What are the most common topics customers are ringing up?
- Which objections are blocking progress most often?
- What questions are agents fielding repeatedly?
In the dashboard above, “Business Use Case Exploration” emerges as the top reason customers are engaging with the agent.
You might have expected pricing or product setup to dominate, but instead the data reveals something less obvious—customers are still trying to understand how the product fits their needs.
With this insight, you could prioritize adding industry-specific use cases to your knowledge base or refining your prompt to better handle discovery conversations, rather than optimizing objection handling or support flows.
Regal IQ updates daily with new transcript data, giving you visibility not just into the most common conversation topics, but into which ones are trending upward. This helps you stay ahead of potential issues by spotting emerging topics where your AI agent may lack coverage or deliver poor outcomes, so you can take action before they become bigger problems.
Drill Into Underperforming Topics
Once you’ve identified the most impactful topics, Regal IQ lets you drill deeper to see which subtopics are surfacing most and how they’re performing.
Metrics like talk time and contact sentiment help you quickly pinpoint where your agent is falling short. Plus, Regal IQ dashboards are fully customizable so you can track the metrics that matter most for your use case, whether that’s transfer rate, appointment bookings, resolution time, or something else entirely.
The above image shows real data from our sales agent Reggie. We can see that in conversations where pricing is mentioned, prospects are specifically interested in Regal's pricing structure and the cost savings associated with using an AI agent, and these conversations tend to take longer than average. If the higher duration is due to verbose agent answers or customer confusion, refining the Knowledge Base with clearer, more concise pricing content could speed up these interactions and improve contact sentiment.
In an inusrance context, within the broader topic of “Claims Process,” you might see that “Required Documentation” is driving unusually long call durations and poor sentiment.
That signal helps you focus your investigation, not just on the topic itself, but on the specific aspect of the conversation that’s leading to friction.
This level of visibility enables you to:
- Prioritize Knowledge Base (RAG) and prompt updates based on real customer confusion
- Spot early signs of broken flows or objection patterns
- Pinpoint relevant subtopics that require further review or intervention
Review Calls That Lead to Action
Every subtopic includes a curated set of representative calls, so you can quickly explore real examples and hear how your agent is handling specific moments. Instead of sorting through random transcripts or listening blindly, you go straight to the conversations that matter.
In the table above, we’re looking at transcripts for a home services company, filtered to the “Pricing and Cost Inquiries” topic. Regal IQ instantly surfaces every moment where prospects discussed pricing — from comments like “the quote of $2,000 for the installation just seems too expensive” to questions such as “how do you charge for the fence installation?”.
With these moments in one place, it’s easy to spot patterns: perhaps the agent isn’t breaking down costs clearly, isn’t tailoring answers to context, or is missing opportunities to highlight savings. From there, you can update KB content with exact price breakdowns, refine prompts to guide the conversation more efficiently, or add pre-approved responses for common objections
Recording-level precision enables you to:
- Eliminate sampling bias and target related transcripts with poor outcomes
- Act quickly based on real call context, not assumptions
- Improve outcomes without spending hours manually reviewing a large volume of calls
Build a Closed Loop for Smarter AI
Most AI agents don’t fail because of model performance—they fail because teams don’t have the tools to understand where things are going wrong or how to fix them. Regal IQ gives you that missing visibility.
With the new Conversation Insights Dashboard,you can easily spot failure points, prioritize the right updates, and measure their impact over time. Whether it’s surfacing knowledge gaps, flagging objection patterns, or identifying broken flows, Regal IQ turns raw transcript data into targeted actions.
Paired with Regal’s RAG-powered Knowledge Base, you get a complete feedback loop, from insight to fix to measurable improvement, all in one system.
Latest Blog Posts
Announcing Regal + Rime: Human-Like Voices at Enterprise Scale
Regal is partnering with Rime to deliver ultra-realistic, emotionally nuanced AI voices for enterprise contact centers. Discover new voice options that capture human qualities like pacing, resonance, and subtle expression, and learn how Rime’s technology powers conversations that build trust at scale.
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Announcing Regal + Cartesia: Expanding Voice Options for Enterprise AI
Regal is partnering with Cartesia to deliver ultra-low latency, high-fidelity AI voices for enterprise contact centers. Explore new voice options, hear them in action, and learn about Cartesia's industry-leading voice AI offerings.
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Anatomy of an AI Voice: What Makes It Sound Human
This article outlines the core characteristics that influence how voice AI is perceived on live calls. From mechanical traits like speed and volume, to more emotional and conversational behaviors, we’re going to look at what those characteristics mean, why they matter, and how they impact your bottom line.
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AI Voice Customization 101: Settings That Work Best
Learn how to configure your AI Voice Agent for real performance. This guide covers the most important voice settings in Regal, what ranges top brands use in production, and how adjusting speed, tone, and responsiveness impact cost, containment, and overall customer experience.
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June 2025 Releases
June’s releases give you more control to test, improve, and scale AI agents—while also making life easier for human agent teams. From real-time debugging tools to capacity control and a floating Chrome extension, we’re unlocking faster workflows, better control, and stronger performance across the board.
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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.
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The Automated Phone System Revolution: Why 73% of Enterprises Are Getting It Wrong (And How to Get It Right)
Explore how automated phone systems are transforming enterprise communication strategies. Learn how to avoid common pitfalls, optimize customer journeys, and achieve ROI through strategic deployment across industries like healthcare, insurance, and education.
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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.
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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.
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AI Agents for Education: 8 Use Cases for More Meaningful Student Outcomes
AI Agents for Education are transforming student engagement—boosting enrollment, improving retention, and making support more human. Discover 8 game-changing use cases that free up your staff while delivering better student outcomes.
Regal Named One of Forbes America’s Best Startup Employers 2025!
Regal is officially one of Forbes America’s Best Startup Employers 2025, ranking #164 out of 500. This recognition is a testament to our incredible team, our innovative work culture, and our unwavering commitment to advancing AI technology.
AI in Education: The Future of Student Engagement & Enrollment
AI in education is helping to streamline admissions, automate student engagement, and enhance higher ed outreach. Discover key education technology trends to boost enrollment and learn why automated student engagement tools are the future.
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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.
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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!
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