In this episode, I sit down with Alex Levin, Co-Founder and CEO of Regal, a platform that is disrupting the contact center industry with AI-powered agents.

Our conversation unpacks the transformative potential of AI agents in reshaping how businesses interact with their customers. Alex explains why traditional models of minimizing customer interactions are failing and how Regal enables companies to drive growth by offering scalable, high-touch experiences. He shares his bold prediction that 90% of customer interactions will be handled by AI agents in the near future, so we discuss implications for the global workforce and why he doesn't think there'll be destruction of jobs overall. He talks about the growing importance of the evolving role of "prompt engineers" and the new skill sets necessary for a world increasingly powered by generative AI.

I asked Alex how Regal ensures that the customer experience that AI agents provide is good enough. Of course, AI agents are non-deterministic and make errors, but so do human agents. So whether it is reviewing calls, training agents, or determining logic to handoff to level-2 support, many techniques for managing the quality of AI Agents are similar to managing the quality of support by human agents.

Finally, we examine why mid-market companies are adopting AI agents more rapidly than enterprises and how Regal is positioned to address their unique needs. Alex shares his perspective on how businesses can navigate this transition successfully, emphasizing the importance of embracing AI to remain competitive in an evolving landscape.

I hope you enjoy this episode!

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Timestamps:

*07:00 - In the near future, 90% of contact center calls will be with AI

*15:10 - The importance of omnichannel

* 19:55 - How to stand out in the competitive AI agent industry

* 33:40 - How to assess the quality of your AI agents

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