Level AI - AI-powered customer experience platform for contact centers

What is Level AI

If you're managing a contact center or customer experience team, you've probably faced this frustrating reality: you can only manually review a tiny fraction of customer interactions. Most conversations—potentially the most valuable ones—slip through the cracks without any quality assessment. Your team struggles to identify what customers really want, agents feel unprepared when handling complex issues, and scaling quality across every interaction seems impossible.

This is exactly the problem Level AI was built to solve.

Level AI is an enterprise-grade customer experience platform that unifies quality assurance, customer insights, and intelligent agents through the entire customer journey. Unlike point solutions that address only one piece of the puzzle, Level AI provides an end-to-end solution powered by generative AI and semantic intelligence—the technologies that enable machines to understand context, sentiment, and intent the way humans do.

What makes Level AI different is its comprehensive approach. Instead of juggling multiple tools for QA monitoring, customer feedback analysis, agent coaching, and virtual assistance, you get a single platform that covers every touchpoint. Whether it's a phone call, chat interaction, or self-service inquiry, Level AI captures, analyzes, and transforms every conversation into actionable intelligence.

The platform has earned the trust of leading organizations including Vista (serving millions of small businesses worldwide), Bakkt, Globalfaces Direct, Quinstreet, Purple, Smartsheet, and many others. With a G2 rating of 4.7 out of 5, Level AI consistently earns praise from customer experience professionals who see measurable results: teams report 25% improvements in customer satisfaction (CSAT), 45% boosts in agent satisfaction (ASAT), 90% reduction in QA monitoring time, and 100% improvement in business insights. These aren't theoretical projections—they're outcomes real organizations achieve by putting AI to work across their customer interactions.

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Core Features of Level AI

You might be wondering what specific capabilities Level AI brings to your team. Let's walk through the features that customers consistently tell us make the biggest impact—and more importantly, how they translate into real results for your organization.

100% Automated QA transforms how you ensure quality. Instead of manually sampling a small percentage of interactions, Level AI automatically scores every single conversation against standards you define. This means you finally have complete visibility into what's happening across all customer touchpoints—not just the random calls you happened to review. Customers like Quinstreet have gone from manually scoring 1-2% of their calls to achieving 100% automatic scoring coverage. The result? A 90% reduction in QA monitoring time, freeing your quality team to focus on coaching and improvement rather than tedious manual review.

AI Virtual Agent represents the next generation of customer service automation. Powered by generative AI and deep semantic understanding, these virtual agents handle customer inquiries with remarkable sophistication—they engage in natural, human-like conversations and can actually complete actions on behalf of customers. The beauty is that you can resolve significantly more requests without adding headcount, while your human agents focus on the complex issues that truly require empathy and nuanced judgment.

Voice of the Customer (VoC) gives you insight into what customers really think—not through occasional surveys, but through every interaction. Level AI's intelligent CSAT scoring (iCSAT) analyzes sentiment, resolution rates, and customer effort to generate scores that actually correlate with business outcomes. You get 100% visibility into business insights, enabling you to identify emerging trends, pinpoint root causes of dissatisfaction, and make data-driven decisions about product improvements, process changes, and training priorities.

Real-Time Agent Assist turns every agent into a top performer. During active conversations, Level AI provides real-time guidance—next best actions, relevant information, and contextual suggestions that help agents handle even the most complex situations with confidence. Rather than putting customers on hold while agents search for answers, your team has the intelligence they need at their fingertips.

Agent GPT serves as your客服团队的全能AI助手. When agents need to find information in your knowledge base or get answers to unusual questions, Agent GPT uses generative AI to surface the right information instantly. This dramatically reduces handle time and ensures consistent, accurate responses across your team.

Agent Screen Recording gives you complete visibility into contact center operations. You can record and edit screen activity to create training materials, identify process inefficiencies, and ensure compliance with regulatory requirements. One customer told us that the advanced screen recording and editing capabilities were something competitors simply couldn't match.

Coaching uses real conversations to create personalized training programs. Level AI identifies each agent's strengths and gaps, then helps you build targeted development plans. This isn't generic classroom training—it's learning from actual interactions that matter. The result is a 45% improvement in agent satisfaction, as team members feel more equipped and supported in their roles.

Contact Center and Business Analytics automates reporting so you always have the insights you need. Rather than waiting for weekly or monthly reports, Level AI continuously extracts insights from every customer conversation, presenting them in customizable dashboards that align with your business objectives.

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Who Uses Level AI

Understanding how other organizations use Level AI can help you visualize the possibilities for your own team. The platform serves a wide range of industries and use cases, but some patterns emerge consistently.

Sales teams use Level AI to dramatically improve performance. Globalfaces Direct, for example, leveraged AI to analyze customer conversations and identify hidden sales opportunities. The result was a 50% increase in conversion rates—transforming their sales process by understanding what customers really wanted and when they were most receptive to recommendations.

Compliance-focused organizations rely on Level AI to ensure every interaction meets regulatory requirements. Rather than randomly auditing calls, AI automatically monitors 100% of interactions, flagging potential compliance risks in real-time. This comprehensive coverage means nothing slips through—not because you're monitoring every call manually, but because the AI is always watching.

BPO (Business Process Outsourcing) providers serving multiple clients use Level AI to maintain consistent quality across globally distributed teams. When you're responsible for delivering uniform service quality to different clients across different regions, having a single AI-driven quality standard ensures everyone plays by the same rules.

Financial services organizations face some of the strictest compliance requirements. Level AI's HIPAA and PCI compliance makes it possible to innovate in customer experience without compromising security. One financial institution used Voice of Customer insights to identify process improvements that saved them millions of dollars—demonstrating how CX intelligence directly impacts the bottom line in regulated industries.

Healthcare organizations leverage Level AI to improve patient experiences while maintaining strict HIPAA compliance. Understanding patient sentiment, identifying communication gaps, and training staff on real conversations leads to better outcomes and higher satisfaction.

Retail businesses use Level AI to create personalized shopping experiences. By understanding customer preferences across every channel and interaction, retailers can tailor recommendations, anticipate needs, and create memorable experiences that build loyalty.

Insurance companies apply Level AI to improve claims processing. Every conversation becomes an opportunity to understand what's working, what's frustrating customers, and how to streamline the claims journey.

Collections teams have seen remarkable results with Level AI's conversational analysis capabilities. One use case demonstrated 2x faster debt recovery—because understanding customer psychology and communication patterns dramatically improves collection success rates.

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Technical Features

For technical decision-makers, understanding what powers Level AI is essential to evaluating whether it's the right fit for your infrastructure and security requirements.

At the core of Level AI is generative AI and semantic intelligence. This isn't simple keyword matching or basic automation—Level AI understands context, nuance, and intent. It can interpret what customers mean, not just what they say, enabling truly intelligent automation and insight generation.

The platform's automatic speech recognition (ASR) engine delivers industry-leading speed, reliability, and accuracy. For organizations handling high call volumes, the ability to accurately transcribe and analyze speech in real-time is fundamental. Level AI's ASR capabilities mean you can trust that what you see in the transcripts accurately reflects what happened in the conversation.

Voice AI technology enables human-like conversational interactions. Rather than the frustrating "press 1 for..." experiences of older IVR systems, Level AI enables natural dialogue that feels intelligent and responsive to customers.

Security is foundational to the architecture. Level AI runs on Google Cloud Platform (GCP), leveraging enterprise-grade infrastructure with comprehensive security controls. Data is encrypted both at rest and in transit, and the platform undergoes regular penetration testing following OWASP standards and ISO 27001 guidelines.

The real-time AI guidance system is what makes real-time agent assist possible. As conversations happen, the AI analyzes what's being said, understands the context, and serves up relevant suggestions—all within milliseconds. This requires robust infrastructure and optimized AI models, which is exactly what Level AI delivers.

Moving from 1-2% manual sampling to 100% automatic scoring represents a fundamental shift in how organizations approach quality assurance. This isn't just more coverage—it's a different paradigm where every interaction contributes to organizational learning.

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Pricing

Level AI uses a custom pricing model tailored to each organization's specific needs. Rather than a one-size-fits-all approach, pricing reflects factors like your organization's size, the specific features you need, and your interaction volume.

Because every organization's requirements differ, Level AI doesn't publish standard pricing on their website. Instead, they work with each customer to design a solution that matches their needs and delivers measurable ROI.

The best way to get accurate pricing is to contact Level AI's sales team directly. They'll work with you to understand your specific requirements and provide a customized quote.

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Frequently Asked Questions