SEPTEMBER 2023 RELEASES
September 2023 Releases
A No-BS Guide to Rescuing Your Contact Center with AI
Let’s be clear about something. AI is not going to steal your job.
BUT…
It might steal your business.
Look, we know… AI is everywhere. Every article tells you it’s the answer. Now your board is demanding it. Your leadership team wants it.
Great.
But how do you go from just talking about AI in customer experience, to actually using it to drive better business outcomes?
That’s what we’ll get into here. This isn’t another thinkpiece or generic keynote about “how AI will change the world.” This is a no-BS guide on how AI can help in the real world of contact centers.
Here, we’ll prove the benefits of modern CX platforms, and show that switching is not as demanding as you think. We’ll highlight the differences between legacy CCaaS providers and modern tools like Regal.ai, and show how these new tools help you combine humans and AI to perfect every interaction.
The Modern Customer Experience: What’s Really Possible?
What do we mean by, “legacy CCaaS”?
Legacy CCaaS providers usually fall into one of two categories:
- Traditional CCaaS. Reliable inbound and outbound platform tools, but underpowered with regards to data, testing, and implementation.
- “Developer” CCaaS. Malleable, customizable, backend-only software that requires a heavy lift from engineers to implement and update.
In general, legacy CCaaS platforms put an unnecessary burden on humans—your agents, engineers, and customers—without providing you with the data and knowledge needed to continuously evolve with and beyond customer expectations.
The legacy customer experience
The customer experience you produce with legacy platforms is driven by frequent outreach and heavy script usage. It’s non-personalized, it’s repetitive—it becomes intrusive.
In order to hit revenue goals with a legacy CCaaS provider, your outreach probably looks something like this:
Day 1:
Camille gets a non-personalized pre-recorded phone call reminding them their renewal is approaching. No answer.
Day 2:
Camille is sent an SMS that reads similar to the previous call script. They respond seeking more info. Your SMS bot sends a link to your FAQ page. No further response.
Day 3:
The same pre-recorded call, the same script as Day 1. No answer.
Day 4:
A phone call from a human agent, and an email that reads similar to the previous SMS. No answer to either.
It’s a lot of noise for an interaction that should be simple, and it doesn’t exactly scream, “we care about you as a customer.”
The customer experience made possible by modern tools
Now, imagine you’re able to stay under budget with outreach that looks like this:
Day 1:
Camille gets a personalized AI SMS that their renewal is approaching, with links showing 1) how their specific plan has changed in the new year, 2) a statement recapping the ending year’s plan usage, and 3) a link to their login portal where they can renew their plan.
Camille responds asking what action needs to be taken to remain on the same plan.
Your AI responds, stating the plan will be renewed if Camille simply confirms over text that they’d like to do so. Camille responds, “yes, please do,” and the plan is renewed.
Simple. Clean. Thoughtful.
Thanks to your data, you knew that Camille only responds to SMS. Thanks to AI, you could reach out with hyper-specific, personalized, actionable links.
No human agents needed. No engineers needed.
This is what modern CX platforms make possible—allowing you to scale more personalized outreach, without hiring a single human, or needing any internal engineering help.
What Makes Modern CX Tech So Much Better?
Painting the picture of legacy CCaaS
Teams using legacy CCaaS are left tracking to volume as their key metric. Dials, connections, time on call—emphasizing dial quotas rather than the quality of customer engagements.
- Tooling: Legacy CCaaS has robust basic functionality for inbound and outbound outreach, but limited campaign management and no auto-incorporation of customer data.
“Developer” CCaaS tools are much more customizable than traditional CCaaS, but lack interfaces, and require significant investment from engineering. - Automation and AI in Customer Experience: Traditional CCaaS is very limited, providing basic IVR functions like pre-recorded messages, menu-based routing (“Press 1 for…”), call queuing, and automated callbacks. “Developer” CCaaS has moderately customizable AI functionality, but requires engineering involvement every time changes are made, making for slow and complex implementation.
- Data and Integrations: Data sits in siloes—the tech doesn’t converse well with adjacent software. Integrations are clunky and API-based, requiring an engineering team with a lot of time and skill.
- Testing and Iteration: No A/B testing. Transcript analysis and call scores are left for human agents to update themselves. Iteration variations are not distinctly tracked, falling largely to the discretion of individual human agents.
- Implementation: You either pay an implementation fee or enlist deep engineering resources.
- Training: Slow and hard to measure. Human agents take time and require (other human) resources to be trained. Feedback gets applied differently by different human agents, and isn’t tracked regardless.
Combining the power of humans and AI with modern CX software
Contact centers implementing modern tools like Regal both increase customer satisfaction and save money.
Teams implementing AI in customer experience have reported:
- A 25% increase in customer satisfaction (Salesforce).
- Up to 30% in annual savings (Deloitte).
That’s because these platforms include all of the same baseline functions as legacy CCaaS, while adding in AI Agents, omni-channel customer journey building, and A/B testing.
Modern CX tools layer on top of your existing tech stack without needing any engineering resource for implementation and ongoing management.
- AI Agents: In 2025, “AI Agent” does not mean pre-recorded messages, menu-based routing, or a chatbot. It means live, conversational voice agents that rely on LLMs and NLP technology to genuinely interact with contacts and perform routine tasks on a 24/7 basis—qualifying prospects, scheduling appointments, collections—so your human agents don’t have to.
- Customer Journeys: On top of basic inbound and outbound tools, you can map out full omnichannel customer journeys in-platform, without the need for engineers.
- A/B Testing: Built into omnichannel customer journey building is A/B testing, so your agents (both human and AI) are always making data-driven iterations to outreach.
- Data and Integrations: Built-in integrations unlock real-time conversations with all of your existing tools and databases—without needing any engineering resources to manage or access data from:
- CRMs and ERPs (Salesforce, Microsoft Dynamics, etc.)
- Customer engagement software (Braze, Zendesk, Freshdesk, etc.)
- Contact center platforms (TalkDesk, 8x8, etc.)
- Existing customer and event databases (Segment, Snowflake, Tableau, etc.)
- Implementation: Provided by your CX platform partner, if needed. No engineering investment required.
- Training: AI Agents don’t need to stop working to be “trained.” When you push changes or tests live, they start iterating and reporting back immediately.
Think of it this way…
Modern CX platforms allow you to exponentially increase your contact center output without hiring a single human, because your CX and CX strategy become inherently more thoughtful.
Better integrations and AI in customer experience provide your contact center with a knowledge base of real-time insights, while testing and automated journey building promote an environment of continuous improvement and always-on personalization.
In the eyes of Regal, 2025 means omni-agent. 2025 means continuous iteration and improvement. 2025 means personalization across every channel, all the time.
It’s time to adopt an AI-driven customer experience before someone else’s AI Agents steal your business.
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