Level AI

Level AI offers a comprehensive, AI-first solution designed to transform modern contact centers from cost centers into hubs of growth and business intelligence. By leveraging cutting-edge generative AI and semantic intelligence, the platform analyzes every customer interaction across all channels, including calls, chats, and emails. This provides an unprecedented level of insight into customer needs, sentiment, and behavior, empowering businesses to deliver exceptional experiences at scale.

The platform is built as a single, unified solution for contact center intelligence, quality assurance (QA), and automation. It eliminates the need for multiple disjointed tools, streamlining operations and providing a holistic view of the customer journey. With features like automated screen recording and redaction, Level AI ensures security and compliance while offering deep context into agent workflows. Trusted by global leaders in industries like finance, insurance, and retail, Level AI has a proven track record of driving significant business outcomes, including increased customer satisfaction, higher agent performance, and substantial cost savings.

How to use Level AI

1. Integration: Begin by integrating Level AI with your existing contact center infrastructure, such as your CCaaS, UCaaS, and CRM systems. The platform supports seamless integration with major providers.
2. Configure Scorecards: Customize the automated QA scorecards to match your organization's specific quality standards and compliance requirements. The AI will use these to evaluate every interaction.
3. Automated Analysis: Let Level AI's engine run automatically in the background. It will transcribe, analyze, and score 100% of your customer interactions, identifying trends, sentiment, and key moments.
4. Leverage Insights: Access the centralized dashboard to review analytics. Uncover root causes of customer issues, identify product feedback, and track agent performance metrics.
5. Empower Agents: Utilize the real-time Agent Assist to provide live guidance during calls. Use the AI-generated coaching module to create personalized development plans with evidence-based feedback from actual interactions.
6. Automate Workflows: Deploy Naviant, the AI virtual agent, to handle routine customer queries. Automate post-call work like summaries and disposition notes to free up agent time.

Core Features of Level AI

• Automated Quality Assurance (Auto QA): Analyzes 100% of customer interactions against custom scorecards with near-human accuracy, saving 90% of manual QA time.
• Naviant AI Virtual Agents: A sophisticated virtual agent that understands, acts, and adapts across voice, chat, and other digital channels to automate service.
• Real-time Agent Assist: Provides agents with live, contextual guidance, next-best-action suggestions, and instant access to information, reducing onboarding time by 50%.
• AI-Powered Coaching & Performance Management: Automatically generates personalized coaching plans, tracks progress, and facilitates evidence-based feedback to make every agent a top performer.
• Conversational & Customer Intelligence: Extracts actionable insights, customer sentiment, emerging trends, and anomalies from all conversations in real-time.
• Agent Screen Recording & Redaction: Captures agent screen activity alongside audio to provide full context, with automated redaction of sensitive information for PCI/PII compliance.
• End-to-End Automation: Automates manual tasks such as call disposition, interaction summaries, and compliance checks.
• Actionable Business Analytics: Delivers out-of-the-box dashboards for customer analytics, product insights, and operational performance.

Use Cases for Level AI

Improving Service Quality and Reducing Costs: A multinational marketing firm used Level AI to standardize its global QA process. By implementing an automated scorecard to monitor unwarranted refunds and credits, they reduced these instances from 30% to 7%, saving over $30 million in the first year and increasing average QA scores from 60% to 88%.

Scaling Operations Efficiently: Companies like QuinStreet transitioned from manually reviewing 1-2% of calls to automatically scoring 100% of them with Level AI. This provided complete visibility into customer interactions and enabled them to make process changes that converted more calls.

Boosting Sales and Conversion Rates: A fundraising organization, Globalfaces Direct, empowered its sales team with Level AI's insights and coaching tools, resulting in a 50% increase in conversion rates while simultaneously doubling the productivity of their QA team.

Enhancing Agent Performance and Satisfaction: By providing real-time assistance and automated, fair performance feedback, Level AI helps reduce agent ramp-up time and improves agent satisfaction (ASAT) by up to 45%, leading to lower attrition and a more skilled workforce.

Advantages of Level AI

Level AI stands out as a comprehensive, AI-first platform. Its key advantages include being an end-to-end solution that combines intelligence, QA, and automation, eliminating tool fragmentation. The platform is built with secure, enterprise-ready Generative AI that is customizable to specific business needs. It provides actionable, real-time intelligence rather than just data, enabling proactive decision-making. Finally, it delivers a proven and significant return on investment, as demonstrated by numerous customer success stories highlighting dramatic improvements in efficiency, cost savings, and revenue growth.

Pricing and Plans

Level AI offers customized pricing plans tailored to the specific needs and scale of each organization. Pricing information is not publicly listed and is available upon requesting a demo with their sales team. This approach ensures that the solution is configured to provide maximum value for your contact center operations.