Regal debuts Goal Oriented Agents, putting an actor and a director model on every call

Regal Voice Inc. has added Goal Oriented Agents to its enterprise voice AI platform, and the pitch is pretty simple: don’t let a call wander. Businesses can define what the conversation needs to accomplish, while Regal’s system splits the work between two models that stay active on every call.

The company is aiming at messy intake flows, the kind that show up in auto insurance claims. Regal says callers often dump a full story in one go — what happened, where it happened, who was involved — but older systems built on conditional logic can still drag the person back over ground they already covered just to complete fields. A single prompt can keep the conversation open, but Regal argues that leaves business rules too loose.

Its answer is a pair of models it calls an actor and a director. The actor is the smaller, faster one, tuned for dialogue and meant to respond immediately. The director runs behind it, checking whether the current goals have been met and deciding when the call should move to a new stage with fresh instructions.

Those stages are built from goal nodes. Each node spells out what needs to be true by the end of that step, plus any prerequisites that have to be established first. Regal says that can include plain-language conditions, too, like a caller mentioning a death in the family. After each turn, the director reviews progress, so one answer can satisfy multiple requirements at once.

Regal’s sample auto insurance claim makes the point. The caller, Dan, describes vehicle damage, photo evidence and injuries in his first message, and the system marks all three as collected before asking for his name. Once that’s captured, the director sees that location and policy number are still missing, so the next question is where he is.

The company says complex intake and qualification calls are some of the best fits for the new setup. It pointed to Medicare enrollment, roadside assistance, mortgage qualification and HIPAA-compliant medical intake as examples. Regal says it serves more than 200 enterprises, including Google LLC, AAA and Toyota Motor Corp., and its voice agents were also opened up to Five9 Inc. customers through an integration in August. The startup says it has raised $83 million so far, including a $40 million round in October 2024.