Level AI

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A single cookie will be used in your browser to remember your preference not to be tracked.AcceptDeclineSkip to:Skip to main contentHuman-quality AI for every customer interactionUnify quality, insights, and agents through the entire customer journey.Learn moreTrusted by customer service leaders across the worldFrom conversations to outcomesLevel AI turns every customer interaction into context that drives containment, resolution, satisfaction, and revenue across the customer journey.A connected suite across CX workBuilt on shared context so decisions and actions stay consistent across channels and teams.AI Virtual Agent: The Future of Customer ExperienceResolve more requests without adding headcount. Understand intent, take real actions across your systems, and hand off to agents with full context when needed.Learn MoreAutomated QualityAutomated QA on every interaction with your defined rubrics. Consistent scoring, clear drivers, and full visibility without sampling.Learn moreAgent CoachingCoaching built from real conversations. Identify strengths and gaps, prioritize what to fix, and track improvement over time.Learn moreVoice of the CustomerSee what customers are saying at scale. Detect themes, sentiment shifts, and root causes across 100% of interactions.Learn moreBusiness InsightsA source of truth built from every customer conversation. Turn unstructured interactions into business-ready insight across product, support, and operations.Learn moreAgent AssistReal-time guidance during live interactions, consistent with policy and context.Learn moreMeasured impactA track record of proven metrics25%increase in CSAT45%increase in ASAT (Agent Satisfaction)90%time saved in QA monitoring100%better insights into the business4.7/5 on G2. See why we're the leader in AI for Customer ExperienceReviewsTrusted by leading CX organizationsLevel AI was the game-changer that empowered our sales team to reach new heights of performance and customer satisfaction, skyrocketing our conversion rates by 50% while at the same time keeping our QA cost low by doubling the productivity of our QA team.Nabila TishaSVP, Sales & Ops - Globalfaces DirectYour advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.Shahryar RehmanHead of Operations - BakktAs a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.Michael VillanuevaGlobal Director of Quality - VistaWe’re able to get so much intel about our calls and our customers that it really helped us make changes in our processes to convert more calls. We’ve gone from manually scoring 1-2% of our calls to using Level AI to score 100% of our calls!Angela ZanderDirector of Operations - QuinstreetLevel AI was the game-changer that empowered our sales team to reach new heights of performance and customer satisfaction, skyrocketing our conversion rates by 50% while at the same time keeping our QA cost low by doubling the productivity of our QA team.Nabila TishaSVP, Sales & Ops - Globalfaces DirectYour advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.Shahryar RehmanHead of Operations - BakktAs a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.Michael VillanuevaGlobal Director of Quality - VistaWe’re able to get so much intel about our calls and our customers that it really helped us make changes in our processes to convert more calls. We’ve gone from manually scoring 1-2% of our calls to using Level AI to score 100% of our calls!Angela ZanderDirector of Operations - QuinstreetLevel AI was the game-changer that empowered our sales team to reach new heights of performance and customer satisfaction, skyrocketing our conversion rates by 50% while at the same time keeping our QA cost low by doubling the productivity of our QA team.Nabila TishaSVP, Sales & Ops - Globalfaces DirectYour advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.Shahryar RehmanHead of Operations - BakktAs a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.Michael VillanuevaGlobal Director of Quality - VistaWe’re able to get so much intel about our calls and our customers that it really helped us make changes in our processes to convert more calls. We’ve gone from manually scoring 1-2% of our calls to using Level AI to score 100% of our calls!Angela ZanderDirector of Operations - QuinstreetLevel AI was the game-changer that empowered our sales team to reach new heights of performance and customer satisfaction, skyrocketing our conversion rates by 50% while at the same time keeping our QA cost low by doubling the productivity of our QA team.Nabila TishaSVP, Sales & Ops - Globalfaces DirectYour advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.Shahryar RehmanHead of Operations - BakktAs a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.Michael VillanuevaGlobal Director of Quality - VistaWe’re able to get so much intel about our calls and our customers that it really helped us make changes in our processes to convert more calls. We’ve gone from manually scoring 1-2% of our calls to using Level AI to score 100% of our calls!Angela ZanderDirector of Operations - QuinstreetBusiness OutcomesService QualityEnhance CX and service quality with automated, impartial, and objective monitoring of every single customer interaction to your exact standards. Get deep insights into the drivers of CX across the organization. Learn how one of our customers saved over $30 million by leveraging Level AI's QA-GPT.Operational EfficiencyScale your contact center to new heights by fully automating QA and call disposition, increasing first-call resolution with real-time assistance, and 5x faster targeted interaction reviews and coaching.Business GrowthIncrease revenue with real-time AI that identifies upsell opportunities, buyer reactions, and more to prompt the next best actions. Employ cutting-edge generative AI to proactively identify areas of product improvement.IndustriesBuilt for high-stakes customer experienceTrusted by teams that need accuracy, governance, and real outcomes across every customer touchpoint.Financial Services   Insurance   Healthcare   Retail   Built for every CX roleContact Center LeadersStreamline operations across all the areas of your contact center, from onboarding new support agents, coaching, managing team performance, identifying actionable insights for business growth, and more.Learn more   AgentsSupercharge your performance with real-time AI guidance for the next best actions, instant post-call dispositions, contextual information from past calls and knowledgebases, and more.Learn more   CX LeadersTurn your CX team from reactive to proactive with deep generative AI powered insights that get to the root cause and quantify even potentially unknown customer issues.Learn more   Resources & Case StudiesMore resources for CX teamsArtificial IntelligenceThe Next Level AI Virtual Agent DatasheetVoice of the Customer Insights Ultimate Guide for Upleveling your Customer Experience Program for the Generative AI AgeCase StudyMastering Complex Calls With Manager/Agent Assist: Live Q&AFrequently Asked QuestionsWhat is customer intelligence?Customer intelligence (CI) refers to the process of collecting, analyzing, and interpreting data about your customers to gain insights into their needs, preferences, and behaviors. This information can be used to improve various aspects of your business, such as marketing, product development, and customer service.How can customer intelligence benefit my business?Personalize customer experiences: Tailor your offerings and interactions to individual needs.Identify customer trends: Gain insights into emerging preferences and market shifts.Improve product development: Create products and services that resonate with your target audience.Boost customer satisfaction: Proactively address customer concerns and deliver exceptional serviceWhat is conversational intelligence?Conversational intelligence is a subset of Customer Intelligence that focuses specifically on analyzing customer interactions through voice and text channels. This includes phone calls, live chats, emails, and social media messages.What is service automation?Service automation refers to the use of technology to automate manual tasks traditionally performed by customer service agents. This can include tasks like:Real time AI assistance for agentsPost call dispositionScoring agent performance in customer interactionsAutomated identification of unknown customer pain pointsWhat is Level AI?Level AI offers a suite of advanced artificial intelligence solutions, leveraging the latest generative AI and semantic intelligence technologies, that improve customer experience, greatly increase operational efficiency, and transform service & contact center teams into hubs of competitive advantage, insightful business intelligence, and growth. Turn every customer interaction into actionRequest Demo --- This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy PolicyIf you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.AcceptDeclineSkip to:Skip to main contentBlending Human And Machine Intelligence To Transform Your Customer Experience.Augment your agent and QA team performance with an intelligence system for the modern contact center.Our PrinciplesTravel to the CustomerSolve the customer’s problems, meet where they are and let their agenda set our agenda.Innovate for CustomersDon’t solve hard problems because they are cool. Solve them only when they solve the customer’s pain.SpeedSpeed solves many problems. Enables more shots at goal while keeping us on our toes.Be BoldWhile planning, we also dream big. We punch above our weight in our targets and plans.Bar Raising HiresWith every new teammate, we seek to raise the bar of the team. Choose for culture as much as competence.Create OwnersWe nurture ownership and accountability. Single-minded focus married with talent can create magic.Meet the teamBoard of DirectorsExec TeamAshish NagarFounder & CEOView Bio•LinkedInHadley HarrisGP Eniac VenturesView Bio•LinkedInTim LeeSerial EntrepreneurView Bio•LinkedInNeeraj AgarwalGP Battery VenturesView Bio•LinkedIn“I’ve enjoyed joining the team at Level AI as it has given me the chance to have meaningful impacts in a growing company, while also expanding my knowledge alongside a very talented team that I have the opportunity to learn from.” Developer - LevelAIOur InvestorsWe are hiringWe’re always on the lookout for exceptional talent, so even if you didn’t find the perfect fit, we’d still love to hear from you.View job openings --- This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy PolicyIf you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.AcceptDeclineSkip to:Skip to main contentHuman-Quality AI Virtual Agents For Voice and ChatStop guessing what to automate, anchor automation in human-data foundations and build continuous Human-AI learning loop.Get StartedWatch VideoTrusted by customer service leaders across the worldAutomatic Workflow DiscoveryBuild Automation Where It MattersIdentify high-impact automation opportunities from customer interaction data. Map how your elite agents actually solve them to create virtual agents pre-trained on your proven workflows—not guesswork or one-size-fits-all templates.Human-Quality AutomationWin Customer Trust With Human-Quality AIDeliver responsive, context-aware conversations across voice and chat that handle interruptions, clarify intent, and follow business rules. Level AI's proprietary telephony control, parallel processing, and frame-by-frame streaming deliver the natural flow and instant responsiveness customers expect from your best agents.Hybrid WorkflowsBalance Flexibility And ControlCombine agentic execution with deterministic workflows in one builder, so teams can support natural conversations while enforcing policy, authentication, and edge-case handling.Unified QAHold Humans and AI to One Quality StandardScore every virtual agent conversation against the same QA rubrics and performance benchmarks as your human team - accuracy, resolution quality, brand compliance.Built for Speed, Scale, and Performance30minfor basic agent setup< 2 sLatency budget3XBetter containment80%Less time spent on retrainingPowered by Continuous Human-AI Learning LoopCreate a self-sustaining human-AI intelligence loop and leverage your top-performing human behaviours to continuously train your AI.“Working with Level AI was a breath of fresh air after a miserable “failure to launch” with another vendor. We were able to make more progress in 4 weeks with Level AI than we had in 6 months previously. I love how responsive the implementation and development teams have been. The user experience has been excellent, and uptake and feedback from our users has been stellar. Having full control over the “truth” of our knowledge base is crucial to the overall experience. I would highly recommend the Level AI team for account management, development, and customer success management. A truly comprehensive launch success story.”Ben HuberDirector, Professional Services - TopconResourcesMore ResourcesView AllArtificial IntelligenceThe Next Level AI Virtual Agent DatasheetTurn every customer interaction into actionRequest Demo --- This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy PolicyIf you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.AcceptDeclineSkip to:Skip to main contentQuality AssuranceTrusted QA for every interactionScore 100 percent of calls, chats, emails, and bot conversations with standards your team can defend. Level AI brings evaluation, calibration, dispute handling, and actioning into one QA system.Schedule DemoYour Sales Playbook, Powered by AI PrecisionConvert more sales calls and create upsell opportunities by identifying ideal conversion behavior with Level AI’s Auto QA Sales Library. Quantify your team’s performance, refine objection-handling tactics, and turn every customer interaction into a revenue growth engineAuto-QA like no otherBreaking the frontier of what’s possible with AI, QA-GPT automates the scoring of even the most difficult and open ended criteria of your scorecard with accuracy on par with your best auditors. Automate near 100% of your QA efforts with QA-GPTScale quality assurance like never before⭐ 100% Coverage⭐ 100% Automation⭐ 100% TrustedQA-GPT delivers transparent scores with supporting evidence and reasoning for every conversation.Elevate the Customer Experience effortlesslyRaise the bar of customer service and resolution by automatically detecting points of frustration, zeroing in on meaningful customer feedback, and creating a positive improvement loop.The Most Comprehensive QA Automation PlatformAuto Evaluate To Your Unique Evaluation CriteriaUse your existing QA scorecard or use our expansive library of pre-trained questions and industry-specific rubrics. Building your own QA scorecard, no complex setup - just type your questions and go! A suite of tools to test, tune, and automate Auto-QA accuracy in a secure sandbox ensures consistent quality.Automate Near 100% Of Your QA With Generative AIQA-GPT uses a proprietary LLM trained on your contact center data to evaluate over 90% of the standards and metrics that scorecards cover. It understands entire conversations and even monitors agents' screens to score on even the most subjective of scorecard questions with near 100% accuracy.10x Faster Manual And Hybrid Conversation ReviewsManual evaluations are streamlined with labeled timestamps and QA-GPT’s suggestions. Multiple teams can score conversations with their own rubrics. QA-GPT suggests answers to scorecard questions along with supporting evidence and reasoning, saving QA managers time without sacrificing accuracy.Monitor Agent, Team & Contact Center PerformanceAgents have the ability to drill down into the scores of any scorecard to learn what to improve simply by accessing their pre-built individual performance dashboards. Similarly, QA managers can see trends, track process adherence, identify gaps, and drill all the way down to a particular conversation they’d like to review.“We’re able to get so much intel about our calls and our customers that it really helped us make changes in our processes to convert more calls. We’ve gone from manually scoring 1-2% of our calls to using Level AI to score 100% of our calls!”Angela ZanderDirector of Operations - QuinstreetResourcesMore ResourcesView AllQuality AssuranceThe 2024 Auto-QA Platform Buyer’s GuideQuality AssuranceQA-GPT DatasheetQuality AssuranceMastering QA Excellence: Unveiling First 100%-Automated QA SolutionFrequently Asked QuestionsWhat is Quality Assurance in a Call Center?Quality Assurance (QA) in a call center or contact center is used to ensure your product or service is performing according to company and consumer standards.Quality assurance is key to running a thriving call center. QA Managers and Quality Assurance Call Center Specialists are responsible for monitoring operations and ensuring every customer receives a consistently positive experience.On top of maintaining quality assurance in a call center and consistency in the customer experience, the quality assurance department can help minimize company costs and increase CLTV (customer lifetime value) by managing contact center agents’ efficiency.How to improve Quality Assurance in a call center?Improving QA (quality assurance) in a modern contact center requires industry-leading technology in order to assist your contact center agents’ and QA specialists’ ability to handle consumer conversations efficiently.Here are 7 of the most effective ways to improve quality assurance in a call center:Advanced AI and NLU: Upgrade your speech analytics software with modern AI and NLU (natural language understanding) that recognizes customer intent and doesn’t rely on outdated keyword matching.Automated Assignment: Keep your QA managers efficient with automated case assignment that identifies key interactions and assigns them to QA managers directly.Omnichannel Analytics: Take an omnichannel approach to your call center’s data with a platform such as Level AI.Contact Center Buy-In: QA should become part of every facet of the contact center. Encourage company wide buy-in starting at the executive level.Quality Assurance Trends: Keep up on the latest QA monitoring trends for call centers, such as adopting machine learning platforms able to provide 100% coverage of support conversations.Smart Data: Use conversational intelligence data to identify your best scripts and incorporate them into your QA strategy.Accurately Monitor and Score Communications: Use CCaaS (contact center as a service) platforms that can accurately monitor 100% of interactions based on real scenarios and QA rubrics. Legacy QA software is only able to accurately monitor 1-2% of customer interactions on average. Augmented Quality Assurance: Take advantage of augmented QA to save QA managers time. Augmented QA allows agents to review their own performance and to learn autonomously.Why is Quality Assurance important in a call center?In a call center or contact center, QA (quality assurance) is often used to highlight common customer issues and improve communication for a more consistent customer experience.Consistency and continuous improvement in responding to customer inquiries is important because happy customers are always going to be your most profitable and loyal customers.Additionally, quality assurance is one of the main functions in a company that’s capable of reducing costs, spotting inefficiencies, and increasing the average CLTV (customer lifetime value) of consumers.Why does AI matter in a QA solution?AI (Artificial Intelligence) plays a crucial role in a contact center QA (Quality Assurance) solution for several reasons:Efficiency: AI-powered QA solutions can automatically analyze and evaluate a large volume of customer interactions much faster than human evaluators. This efficiency saves time and resources, allowing supervisors to focus on other critical tasks.Scalability: As contact centers handle an increasing number of interactions across multiple channels, AI can scale effortlessly to handle the growing QA demands without the need for additional human resources.Consistency: AI ensures a consistent evaluation process by applying predefined criteria to interactions uniformly. This reduces subjective biases and ensures that agents are evaluated fairly based on the same set of standards.Speech and Text Analytics: AI-powered speech and text analytics can identify keywords, sentiment, and trends within interactions. These insights can help detect emerging issues, assess customer satisfaction, and provide valuable data for continuous improvement.Natural Language Processing (NLP): NLP capabilities enable AI to understand and interpret unstructured data, such as voice recordings and chat transcripts. This allows AI to extract meaningful information and identify the context and intent of customer interactions accurately.Predictive Analytics: AI can analyze historical data to identify patterns and trends that may impact future interactions. Predictive analytics can help contact centers proactively address potential issues and optimize agent training and resource allocation.Continuous Improvement: With AI, contact center QA solutions can continuously learn and adapt based on new data and feedback. This adaptability ensures that QA processes evolve with changing customer needs and expectations.In summary, AI matters for a contact center QA solution because it enhances efficiency, consistency, and scalability. It empowers supervisors with real-time insights and comprehensive analytics, enabling data-driven decision-making and continuous improvement efforts. By leveraging AI capabilities, contact centers can deliver a higher level of service, improve agent performance, and ultimately enhance the overall customer experience.How can GPT automate call center tasks?GPT can enhance call center automation by assisting in various text-based interactions. It can be integrated into chatbot systems to provide instant and accurate responses to customer inquiries, reducing agent workload. GPT’s natural language understanding enables it to categorize and route calls more efficiently, improving call routing and customer satisfaction. Additionally to aid in quality assurance tasks, GPT can analyze call transcripts for sentiment analysis, helping supervisors gauge customer emotions and agent performance. By automating text-based interactions and offering valuable insights, GPT streamlines call center operations, increases productivity, and delivers a more personalized and seamless customer experience.How to handle tough Quality Assurance scenarios in a call center?Being ready to handle nearly any scenario your contact center encounters is a complex challenge. Your contact center should strive to keep quality consistent across all customer touchpoints. Start by determining which QA framework suits your needs best.There have been three common quality assurance frameworks till now, each of which applies to specific goals:Tactical QA: A tactical approach to QA centers around self-assessment.Operational QA: Operational QA deals mostly with efficiency and consistency.Strategic QA: The strategic QA framework combines both tactical and operational QA approaches and refocuses your call center’s efforts on understanding the impact of procedural changes and emerging trends in performance.However, since every organization is unique and has its own quality assurance processes, complex QA scenarios require more flexibility.To effectively respond to customers with tough problems, top QA teams use CCaaS (contact center as a service) platforms that can accurately monitor 100% of customer interactions.Legacy QA systems are only able to accurately monitor 1-2% of customer interactions, on average.QA rubrics, such as Level AI’s Rubric Builder, allow QA teams to create their own unique grading systems. For example, Rubric Builder makes it possible to customize QA grading questions, categories, quality scores, weightage, and more.Advanced AI and NLU platforms, such as Level AI, will quickly learn how to best handle nearly any scenario your customer support agents encounter in real-time.How do you measure quality assurance in a contact center?Contact centers measure quality assurance through several common QA metrics. Quality assurance, or QA, metrics refer to the data a company uses to measure the performance of different interactions between support agents and consumers.Interestingly, QA metrics can vary significantly by industry, since they reflect performance as defined by that industry.For contact centers, common quality assurance metrics include:ASA = Average Speed of AnsweringFCR = First-Call ResolutionAHT = Average Handle TimeCSAT = Customer Satisfaction ScoreNPS = Net Promoter ScoreSMCES = Customer Effort ScoreWhat is AI for Quality Assurance?How do you incorporate AI and machine learning into quality assurance (QA)? AI now plays a major role in the most advanced QA teams. The key areas where AI technology plays a role in a contact center include:Quality assuranceAgent monitoring and trainingContact center analyticsThe most advanced contact center software platforms for QA and agent training are using NLU (natural language understanding), as opposed to NLP (natural language processing) alone.For example, Level AI is using NLU to uncover customer intent and to provide support agents the information they need to communicate accurate information to customers in real-time.In fact, in 2022, the best AI-powered contact center software outperforms legacy systems, which rely entirely on keyword matching (text mining), with an average 2X (+100%) lift in accuracy.The most advanced AI and NLU powered platforms for contact center QA teams will quickly learn how to best handle nearly any scenario your customer support agents encounter.What is Call Center Automation?Call center automation software is a call center technology that automates elements of what call center agents and QA (quality assurance) teams would otherwise have to do manually on a day-to-day basis. Ultimately, call center automation software helps in improving call center productivity and compliance.Some the main ways call center automation is utilized today include:Customer interactions are automatically reviewed based on real scenarios and QA rubrics.Contact center agents can review their own performance and learn autonomously, which allows for continuous improvement and shorter onboarding times.Agents and QA managers can easily search topics, scenarios, actions, flags, or FAQs which are tagged for QA teams.Automatically score or grade agent interactions with customers based on predefined rubrics.Quickly identify key moments in any interaction with your contact center. 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