Level AI Review: Customer Intelligence and Support Software
Level AI helps contact center and CX leaders manage quality and insights. It is designed for teams that need to automate QA scoring and provide real-time guidance to agents.
At a glance
- Category
- Customer Support
- Best for
- Enterprise companies, Mid-market companies, Contact center leaders, CX leaders, Customer support teams
- Pricing
- Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
- Key use cases
- Automated QA Monitoring, Real-Time Agent Support, Sentiment and Trend Analysis, Regulatory Compliance Monitoring
- Official website
- thelevel.ai/
Level AI is a customer intelligence platform designed for contact centers to manage the customer journey. It uses generative AI and semantic intelligence to analyze customer interactions across voice and text channels.
The software is built for CX leaders, contact center managers, and agents in industries such as financial services, healthcare, and retail. It helps these teams identify root causes of customer issues and supports the automated scoring of interactions.
Key capabilities include an AI Virtual Agent for handling requests, automated quality assurance (Auto-QA) based on company rubrics, and real-time assistance to guide agents during live interactions. The platform also calculates an inferred Customer Satisfaction (iCSAT) score based on sentiment, effort, and resolution.
Buyers should confirm that their current telephony and CRM stack is compatible with the platform's integration layers.
Key Features
Handles customer requests and takes actions across systems, with the ability to hand off to human agents with context.
Scores conversations based on defined rubrics to provide monitoring without manual sampling.
Provides agents with live guidance, contextual information from knowledge bases, and next-best-action prompts during interactions.
Analyzes interactions to detect emerging themes, sentiment shifts, and root causes of customer issues.
Calculates an inferred customer satisfaction score by analyzing sentiment, customer effort, and resolution.
Identifies performance gaps and strengths using conversation data to support coaching efforts.
Provides visibility into contact center operations through recordings of agent screens.
Use Cases
Using Auto-QA to score customer interactions according to company standards instead of relying on random samples.
Providing live guidance and policy-consistent prompts to agents during active customer calls.
Analyzing interaction data to discover trends and pinpoint drivers of low customer satisfaction.
Monitoring customer interactions to support adherence to regulatory requirements.
Best For
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
FAQ
Level AI is a customer intelligence platform that uses generative AI to provide automated QA, real-time agent assistance, and customer interaction insights for contact centers.
It is built for high-stakes customer experience environments, with specific mentions of financial services, insurance, healthcare, and retail.
Yes, the platform is designed to meet GDPR, HIPAA, PCI, and ISO 27001 compliance standards, and it includes PII redaction.
Source category: Customer Support
Source subcategory: AI Assistant
