About
Level AI delivers a connected suite of AI-powered tools designed specifically for enterprise contact center operations. Unlike generic AI platforms, Level AI is built on proprietary models engineered for the complexity of real customer interactions across voice and digital channels. At its core, Level AI automates quality assurance across 100% of interactions—not just sampled ones—using custom rubrics for consistent, objective scoring. Its AI Virtual Agent resolves customer requests autonomously, understands intent, takes actions across integrated systems, and performs warm handoffs to human agents with full context when needed. The Agent Assist feature provides real-time, policy-aligned guidance to agents during live conversations, reducing handle time and improving resolution rates. Agent Coaching uses insights derived from actual conversations to identify skill gaps and track improvement over time. Voice of the Customer analytics surfaces emerging themes, sentiment shifts, and root-cause issues across all interactions in real time. Business Insights converts unstructured customer conversations into actionable intelligence for product, support, and operations teams. Level AI supports industries including financial services, banking, healthcare, retail, insurance, and BPO. Reported outcomes include a 25% increase in CSAT, 45% increase in agent satisfaction, and 90% time saved in QA monitoring. It integrates with existing contact center stacks and is rated 4.7/5 on G2.
Key Features
- Automated Quality Assurance: Scores 100% of customer interactions against custom rubrics—eliminating sampling bias and delivering consistent, objective QA at scale.
- AI Virtual Agent: Resolves customer requests autonomously by understanding intent, executing actions across integrated systems, and handing off to human agents with full context when needed.
- Agent Assist: Delivers real-time, policy-aligned guidance to agents during live interactions to improve resolution rates and reduce handle time.
- Voice of the Customer Analytics: Detects emerging themes, sentiment shifts, and root causes of issues across 100% of customer interactions in real time.
- Agent Coaching: Generates data-driven coaching plans from real conversations, identifying strengths and skill gaps while tracking agent improvement over time.
Use Cases
- Automating 100% quality assurance coverage across all contact center interactions to replace manual, sample-based QA programs.
- Deploying AI virtual agents to deflect and resolve routine customer requests without adding headcount.
- Coaching contact center agents with personalized, data-driven improvement plans derived from real customer conversations.
- Monitoring regulatory compliance in every customer interaction for financial services, healthcare, and insurance organizations.
- Surfacing real-time voice-of-customer insights—including emerging issues, sentiment trends, and root causes—across all customer touchpoints.
Pros
- Full-Coverage QA: Evaluates every single interaction rather than relying on small sample sizes, providing far more accurate and actionable quality data.
- Proprietary Enterprise AI: Built on custom models designed for contact center complexity, not repurposed commodity AI—leading to higher accuracy in intent detection and insights.
- Connected Suite with Shared Context: All modules—virtual agent, QA, coaching, analytics—share a unified data layer so decisions and actions remain consistent across channels and teams.
Cons
- Enterprise-Only Focus: Pricing and feature depth are geared toward large contact centers, making it potentially cost-prohibitive or overpowered for small or mid-sized teams.
- No Public Pricing: Pricing is not listed publicly and requires scheduling a demo, which can slow procurement evaluation for teams comparing vendors.
- Integration Setup Required: Maximizing value requires integrating with existing telephony, CRM, and ticketing systems, which may involve IT effort and time.
Frequently Asked Questions
What makes Level AI different from other contact center AI platforms?
Level AI uses proprietary AI models specifically engineered for enterprise contact center workflows, rather than adapting general-purpose LLMs. This results in higher accuracy for intent detection, QA scoring, and customer sentiment analysis in complex interaction scenarios.
Does Level AI evaluate all interactions or just a sample?
Level AI's Automated QA feature scores 100% of customer interactions using your defined rubrics—eliminating the coverage gaps and statistical bias inherent in traditional random-sample QA programs.
Can Level AI's virtual agent hand off to a human agent?
Yes. The AI Virtual Agent is designed to resolve requests autonomously when possible, but seamlessly transfers to a human agent with full conversation context when escalation is needed, ensuring no loss of continuity for the customer.
Which industries does Level AI support?
Level AI serves financial services, banking and credit unions, healthcare, retail, insurance, collections, and BPO organizations. It also supports use cases like sales performance optimization and regulatory compliance monitoring.
What measurable outcomes can customers expect from Level AI?
Customers have reported a 25% increase in CSAT, a 45% increase in agent satisfaction (ASAT), and a 90% reduction in time spent on QA monitoring. Level AI holds a 4.7/5 rating on G2.
