Regal debuts Goal Oriented Agents, putting an actor and a director model on every call
Regal has introduced Goal Oriented Agents, a dual-model AI architecture designed to improve customer phone interactions.
Regal has introduced Goal Oriented Agents, a dual-model AI architecture designed to improve customer phone interactions. The system pairs an actor model, which handles real-time voice conversation with callers, with a director model that operates in the background to evaluate progress toward specific business objectives. As the call unfolds, the director model monitors dialogue flow and provides continuous, dynamic guidance to the actor, helping prevent conversational drift and hallucinations. By maintaining focus on key goals such as lead qualification and appointment scheduling, this approach aims to increase task completion rates and operational reliability for contact centers.