What LLM Should I Choose for My AI Agent?

Regal offers multiple leading Large Language Models (LLMs) to power your AI agents for phone and SMS conversations. Each is optimized for different use cases—so the best choice depends on your goals, call type, and complexity of conversation. 

We recommend starting with OpenAI models by default as they are the best all-around performing models for most contact center conversations. Only switch to Claude models if you find that your AI agent isn’t performing the call as well as you’d like using OpenAI.

• Use GPT-4.0 Mini for short, simple conversations
  • Examples: 
    • Confirmation
    • Collections calls
    • Qualification calls with < 7 questions
  • Pros: Fastest model, cost-effective, great for straightforward tasks/conversations.
  • Cons: Slightly weaker at reasoning, so if your agent has to do some math, for example don’t use this model.
    
    
• Use GPT-4.0 for longer, more complex calls or ones that require reasoning
  • Examples: 
    • Long qualification calls with 7+ steps or conditional steps
    • More open-ended support calls
    • Scheduling calls that require iterative back and forth/iterative custom action calling
    • Calls with many different custom actions to invoke
    • Calls that require complex reasoning, such as math (e.g., agent needs to multiply the number of rooms the customer is moving + the number of boxes to estimate a quote)
  • Pros: Handles conditional logic, multiple functions, and nuanced conversation better.
  • Cons: Adds a few hundred milliseconds of latency—but most customers won’t notice.

When to Consider Claude

If you’ve tried OpenAI GPT 4.0 or 4.0 Mini and they aren’t getting the performance you need—especially around memory, creativity, or edge case handling—consider:

• Claude 3.5 Haiku for fast, lightweight conversations
• Claude 3.7 Sonnet for longer, more complex conversations

Still not sure? Just reach out – we’re happy to help you tune your agent for the best performance.

Want Regal to offer a different LLM? Just reach out – we’re constantly evaluating new LLMs and happy to onboard any that demonstrate differentiated performance.

Want to bring your own LLM? Just reach out – we’ll help you incorporate it into Regal.