AI TOOL PROFILE
Level AI Review: Customer Intelligence and Support Software
- Customer Support
- AI Assistant
- 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.
At a glance
- Best for
- Enterprise companies, Mid-market companies, Contact center leaders, CX leaders, Customer support teams
- Key use cases
- Automated QA Monitoring, Real-Time Agent Support, Sentiment and Trend Analysis, Regulatory Compliance Monitoring
- Official website
- Visit Level AI official website
How AI is used
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
AI Virtual Agent
Handles customer requests and takes actions across systems, with the ability to hand off to human agents with context.
Automated Quality Assurance (Auto-QA)
Scores conversations based on defined rubrics to provide monitoring without manual sampling.
Real-Time Agent Assist
Provides agents with live guidance, contextual information from knowledge bases, and next-best-action prompts during interactions.
Voice of the Customer (VoC) Insights
Analyzes interactions to detect emerging themes, sentiment shifts, and root causes of customer issues.
iCSAT Scoring
Calculates an inferred customer satisfaction score by analyzing sentiment, customer effort, and resolution.
Agent Coaching
Identifies performance gaps and strengths using conversation data to support coaching efforts.
Agent Screen Recording
Provides visibility into contact center operations through recordings of agent screens.
Use Cases
Automated QA Monitoring
Using Auto-QA to score customer interactions according to company standards instead of relying on random samples.
Real-Time Agent Support
Providing live guidance and policy-consistent prompts to agents during active customer calls.
Sentiment and Trend Analysis
Analyzing interaction data to discover trends and pinpoint drivers of low customer satisfaction.
Regulatory Compliance Monitoring
Monitoring customer interactions to support adherence to regulatory requirements.
FAQ
What is Level AI?
- 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.
Which industries is Level AI designed for?
- It is built for high-stakes customer experience environments, with specific mentions of financial services, insurance, healthcare, and retail.
Is Level AI secure and compliant?
- 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
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