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Overview
Level AI automates quality assurance and enhances agent performance through real-time assistance. While some users note sentiment analysis can occasionally misclassify neutral conversations, the platform's comprehensive interaction coverage and intuitive audio graph navigation strengthen operational insights. Overall, it transforms contact centers by delivering actionable intelligence from customer interactions.
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Starting Price
Custom
Level AI Specifications
Ticket Management
Live Chat
Omnichannel Support
CRM Integration
What Is Level AI?
Level AI is a cloud-based contact center intelligence platform designed to help customer service teams automate quality assurance and improve agent performance. Its generative AI-powered QA-GPT model automatically scores conversations against custom scorecards with near-human accuracy. This eliminates manual review limitations. Its real-time agent assists surfaces with contextual information during live interactions, reducing handle times and improving first-call resolution rates. The platform analyzes customer conversations across voice, chat, and email channels. This helps identify customer intent, sentiment trends, and coaching opportunities that traditional systems miss.
Level AI Pricing
Level AI Integrations
Level AI supports integration with multiple telephony systems, Customer Relationship Management (CRM) platforms, and workforce management tools, such as:
- Five9 software
- Salesforce
- Zendesk
- Kustomer software
- Talkdesk
Who Is Level AI For?
Level AI is ideal for organizations operating customer-facing contact centers, including:
- Financial services
- Healthcare
- Insurance
- Retail
Is Level AI Right For You?
If your contact center struggles with inconsistent quality assurance coverage and limited visibility into agent performance, Level AI can prove helpful. Level AI addresses these by automating QA with QA-GPT, delivering live agent guidance, and surfacing Voice-of-Customer insights. The platform is best suited to mid-market and enterprise contact centers. Level AI has also been recognized as a 2023 Gartner Cool Vendor™ and is compliant with GDPR and PCI standards, with ISO 27001 and SOC certifications.
Still doubtful if Level AI software is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
Level AI Features
Level AI features automated QA (QA-GPT) that evaluates every interaction against custom scorecards, tagging moments, and scoring calls to replace manual sampling. This delivers consistent, auditable quality metrics and frees analysts to focus on coaching and remediation instead of time-consuming manual reviews.
It provides immediate, contextual prompts, knowledge snippets, and next-best-action suggestions during live interactions, reducing handle time and improving first-contact resolution while supporting agents with timely cues instead of post-call feedback.
This feature aggregates sentiment and semantic themes across channels to reveal root causes, trends, and iCSAT (Inferred Customer Satisfaction) scores. These insights enable prioritized fixes, product feedback loops, and evidence-based decisions grounded in customer conversations.
It helps capture agent screens and interactions for context-rich coaching; paired coaching workflows assign targeted training based on QA findings. This helps supervisors convert data into measurable performance improvements.
This feature handles scripted voice and chat tasks with semantic understanding and actions, enabling automated handling for common queries and reducing volume routed to human agents while preserving escalation paths for complex cases.
