I
About
Level AI is a full-suite, enterprise-grade contact center intelligence platform designed to unify every layer of the customer experience — from automated AI agents to quality monitoring and business analytics. Built for large CX teams, it replaces fragmented point solutions with a connected platform that shares context across channels and roles. The AI Virtual Agent resolves customer requests autonomously, understanding intent and taking real actions across integrated systems before handing off to live agents with full conversation context. The 100% Auto-QA module scores every interaction against custom rubrics, eliminating random sampling and delivering consistent, unbiased quality measurement at scale. Agent Coaching uses real conversation data to surface individual strengths and gaps, enabling targeted performance improvements over time. Voice of the Customer aggregates sentiment, themes, and root causes from every interaction — surfacing trends that would otherwise remain hidden in unstructured call data. Business Insights transforms this raw conversation data into structured intelligence usable by product, support, and operations teams. Additional capabilities include Real-Time Agent Assist for live guidance during calls, iCSAT for unbiased customer satisfaction scoring, Agent Screen Recording for complete operational visibility, and Agent GPT for omniscient knowledge access. Level AI integrates with existing contact center stacks and is trusted across financial services, healthcare, retail, insurance, and collections industries.
Key Features
- AI Virtual Agent: Resolves customer requests autonomously by understanding intent and taking actions across integrated systems, with contextual handoffs to human agents when needed.
- 100% Automated Quality Assurance: Scores every customer interaction against your custom rubrics — no sampling, no bias — providing consistent QA across the entire contact center operation.
- Voice of the Customer (VoC): Automatically surfaces themes, sentiment shifts, and root causes from 100% of interactions, turning unstructured conversations into strategic customer intelligence.
- AI-Powered Agent Coaching: Identifies performance strengths and gaps from real conversations, prioritizes coaching opportunities, and tracks agent improvement over time.
- Real-Time Agent Assist & Business Insights: Delivers live guidance to agents during interactions while generating business-ready analytics for product, support, and operations teams.
Use Cases
- Automating Tier-1 customer service inquiries with an AI virtual agent that resolves requests end-to-end without human intervention
- Monitoring 100% of agent interactions for regulatory compliance and quality standards in financial services or healthcare contact centers
- Identifying coaching opportunities for underperforming agents using real conversation data and tracking improvement over time
- Uncovering emerging product issues or customer sentiment trends at scale through automated voice-of-the-customer analysis
- Providing real-time AI guidance to agents during live customer calls to improve first-call resolution and reduce handle time
Pros
- Unified CX platform: Combines QA, virtual agents, coaching, VoC, and analytics in a single connected suite — eliminating context gaps between tools and teams.
- Full-coverage quality assurance: Scores 100% of interactions rather than random samples, providing statistically reliable quality data and consistent compliance monitoring.
- Enterprise-grade integrations: Layers into existing contact center stacks and supports diverse industries including financial services, healthcare, retail, and insurance.
- Actionable AI insights: Transforms unstructured conversation data into structured, business-ready intelligence that drives decisions across the entire organization.
Cons
- Enterprise pricing: Designed for large enterprise CX teams; pricing is not publicly listed and likely not accessible for small businesses or startups.
- Implementation complexity: Deploying a full-suite enterprise platform with custom QA rubrics, integrations, and AI training requires significant onboarding investment.
- Overkill for small teams: The breadth of features — auto-QA, AI agents, coaching, VoC, screen recording — may exceed the needs and budget of smaller contact centers.
Frequently Asked Questions
What is Level AI and who is it for?
Level AI is an enterprise contact center intelligence platform for CX leaders, contact center managers, and customer service agents. It unifies AI virtual agents, quality assurance, coaching, and analytics in one connected suite.
How does the 100% Auto-QA feature work?
Level AI's Auto-QA engine automatically scores every customer interaction against your custom-defined rubrics — covering voice, chat, and other channels — without relying on manual random sampling.
Can Level AI integrate with my existing contact center software?
Yes. Level AI is built to layer into existing contact center stacks and supports integrations with a wide range of CRM, telephony, and customer service platforms via its integrations marketplace.
What industries does Level AI support?
Level AI serves financial services, banks and credit unions, healthcare, retail, insurance, and collections industries, with specialized capabilities for regulatory compliance monitoring.
What is iCSAT and how is it different from traditional CSAT surveys?
iCSAT is Level AI's automatic customer satisfaction scoring system that derives unbiased scores from sentiment, resolution, and customer effort — without relying on customers to fill out post-interaction surveys.
