How Regal AI Is Reinventing B2B Customer Service with Alex Levin

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Alex Levin on How Regal AI Uses AI Agents to Fix Customer Service

Alex Levin is CEO and co-founder of Regal AI and previously led product at Angi, home to HomeAdvisor and Angie's List. In this episode of Your Brand Amplified, he explains what AI agents can do for customer experience today, why he expects voice to become the main interface, and how small businesses should prepare. His core point: customers don't dislike automation. They dislike poor automation.

What is wrong with customer service automation today?

The problem is poor automation, not automation itself. Long hold times, unresponsive systems, hidden contact information and unhelpful bots frustrate customers and cost businesses billions. Levin says customers don't mind talking to machines. They mind feeling abandoned by the brands they're trying to reach. His frustration with outdated contact center systems is what led him to start Regal AI.

Regal AI builds agents that are always available, aware of context and connected across voice, text and email. They understand account details, personalize conversations in real time and keep customers from repeating their story at every step. Continuity matters: a customer might get a text from the same number they spoke with by phone, which builds recognition and trust.

Will AI agents replace human customer service agents?

Levin expects AI agents to handle up to 90% of customer interactions within five years, especially in enterprise settings. He believes voice will dominate because it is faster, more natural and better at carrying emotional nuance than typing.

He is direct about the limits. Like people, AI can "hallucinate," stating incorrect things confidently, especially when fed inconsistent data. His answer is structured information frameworks, strong guardrails and tightly scoped knowledge bases. With those in place, he argues, AI agents can match or exceed human agents on accuracy and consistency. Regal focuses on reliable systems, not flashy prototypes.

On ethics, Levin credits governments and telecom carriers for regulating consumer calls, but notes that B2B calls remain largely unregulated, a gap he believes could erode trust. He calls for regulation of B2B communications. Regal's own practices include showing brand names on outbound calls and timing outreach to customer behavior.

How should small businesses start using AI for customer service?

Start by documenting what you have. Levin's three steps:

• Document everything first, including systems, data sources, policies and knowledge repositories. Without that picture, AI implementation is guesswork.
• Identify specific tasks where AI could assist or take over, especially high-volume, repetitive work like customer service or logistics.
• Test two or three solutions in each area and compare performance objectively before committing.

His mantra: "Execution wins, not theorizing." That approach took Regal from a market gap to more than $80 million raised and enterprise clients in a contact center industry he sizes at $800 billion. He invests the same way, favoring early-stage, infrastructure-level "picks and shovels" companies.

Key takeaways

• Customers object to poor automation, not to automation.
• Good AI agents carry context across voice, text and email so customers don't repeat themselves.
• Guardrails and tightly scoped knowledge bases reduce AI hallucinations.
• B2B calls remain largely unregulated, which Levin sees as a trust risk.
• Small businesses should document systems, pick specific tasks and test two or three tools before committing.

To modernize your customer experience, explore Regal AI's enterprise solutions and request a demo at Regal AI.

Listen to Anika Jackson's full conversation with Alex Levin on Your Brand Amplified.