Regal Raises Funds to Advance High-Touch GenAI Agent Technology

In the past, many companies – particularly retailers – have viewed the contact center as an unavoidable cost center. In an attempt to lower costs, many organizations adopted legacy contact center solutions with one-size-fits-all strategies such as deflecting inbound customers to self-serve or to lower-cost channels like deterministic chatbots. The strategy didn’t work; customers expect personalized support today, yet dissatisfaction with more basic self-service solutions soared.

As a result, companies today are turning to more high touch yet cost-efficient solutions that harness generative AI (GenAI). The goal is to implement solutions that understand customer intent signals, tailor interactions to each customer, and automate multi-touch inbound and outbound interactions with a blend of AI agents and live agents working in harmony.

And so, New York City-based contact center software solutions provider Regal recently announced the completion of a $40 million funding round to accelerate the rollout of its AI Phone Agents for contact centers. The funding brings the total investment Regal has raised to $83 million. In the announcement, the company stated that the new funding will allow it to make a significant step forward in its mission to build a new standard in high-touch, personalized customer communication leveraging generative artificial intelligence.

The new capital will enable Regal to accelerate the rollout of its AI Agents to contact centers. Regal will offer AI Agents tailored for healthcare, education, insurance and local/home services – including specific use cases like qualification, inbound routing, scheduling and reminders.

"With this funding, we're excited to continue re-imagining the core contact center technology and the way businesses engage with their customers," said Alex Levin, CEO and co-founder of Regal.io. "Our high-touch CCaaS puts the customer at the center of every interaction. Instead of optimizing to treat everyone the same at the lowest cost, we aim to reach the right customer with the right message at the right time — enabling businesses to ensure high-quality, personalized, affordable customer interactions."