What is Level AI?

Level AI is an AI‑driven platform that enhances contact center operations by automating quality assurance, providing real‑time agent assistance, and generating actionable insights from every customer interaction. The suite includes a virtual agent that resolves routine requests, a scoring engine that applies consistent rubrics to all calls, and an agent coaching module that tracks performance gaps and improvement over time.

Voice‑of‑Customer analytics surface sentiment shifts and recurring themes across 100 % of interactions, enabling teams to identify root causes quickly. Screen‑recording and redaction features capture full call context for compliance and review, while the Agent GPT component delivers contextual knowledge to agents during live calls.

Users in sales, regulatory compliance, and service roles can leverage these tools to increase first‑call resolution, reduce manual QA workload, and uncover upsell opportunities through AI‑generated prompts. The platform integrates with existing contact center stacks through standard APIs, supporting a range of industry use cases from financial services to retail and healthcare.

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Level AI's key features

AI virtual agent handles intent
Automated QA scoring with rubrics
AI-driven agent coaching from conversations
Sentiment analysis across all interactions
Unstructured data converted to insights
Real-time agent assistance with context

Level AI use cases

Ensure regulatory compliance by automatically reviewing screen‑recorded calls and giving agents real‑time compliance prompts, reducing audit risk and training overhead
Elevate customer satisfaction with real‑time call scoring and sentiment alerts, enabling agents to address pain points instantly while leveraging upsell prompts from Agent GPT
Cut onboarding time and improve agent performance by using automated coaching analytics that surface common theme gaps and tailored improvement suggestions