What is Level AI?
Level AI offers contact center QA software powered by AI & NLU. Level AI helps quality assurance teams to automatically monitor and evaluate agent conversations. Additionally, Level AI's Real-time Agent Assist™ understands customer intent, according to the vendor with more accuracy than keyword-based systems and provides agents with guidance using the best resources for each scenario.
Quality Assurance
While keyword-based (NLP) systems can require constant updates and result in false positives, Level AI uses NLU to understand customer intent. The vendor states that provides 2X the accuracy, and minimal maintenance. Level AI’s semantic intelligence engine analyzes, scores and tags key moments in every agent conversation. And Level AI's Rubric Builder™ allows QA teams to create custom grading systems to evaluate all support conversations. Customize grading questions, categories, scores, weightage, and more for different user roles and support channels. And its InstaReview™ feature automatically picks out the most important conversations and tags them with color-coded labels for QA teams to identify.
Agent Assist
Quality Assurance
While keyword-based (NLP) systems can require constant updates and result in false positives, Level AI uses NLU to understand customer intent. The vendor states that provides 2X the accuracy, and minimal maintenance. Level AI’s semantic intelligence engine analyzes, scores and tags key moments in every agent conversation. And Level AI's Rubric Builder™ allows QA teams to create custom grading systems to evaluate all support conversations. Customize grading questions, categories, scores, weightage, and more for different user roles and support channels. And its InstaReview™ feature automatically picks out the most important conversations and tags them with color-coded labels for QA teams to identify.
Agent Assist
Real-Time Agent Assist™, from Level AI, helps to accelerate agent onboarding, surface 2X more accurate information in real-time and enable autonomous learning for support agents. The vendor states real-time Agent Assist™ understands customer intent with 2X the accuracy of keyword-based systems and provides agents with guidance using best resources for each scenario. Level AI enables autonomous learning for agents by evaluating every interaction across voice calls, email and chat. Agents can review their scores, keep track of their most important metrics, and learn how to improve performance without 1:1 human coaching. They can also train Level AI by providing feedback. Its models learn and provide better results over time. If Agent Assist™ doesn’t help with a customer issue, agents can flag it. Level AI integrates with a variety of knowledge bases.
Analytics
Level AI provides a unified view of everything happening across the contact center with native dashboards and custom reports for QA teams and agents. Level AI allows admins to build custom reports from both outside data sources and newly captured data in Level AI.
Features of Level AI's Analytics include:
Analytics
Level AI provides a unified view of everything happening across the contact center with native dashboards and custom reports for QA teams and agents. Level AI allows admins to build custom reports from both outside data sources and newly captured data in Level AI.
Features of Level AI's Analytics include:
- Omnichannel CX Insights - See what’s happening across voice calls, email, and chat conversations – from agent performance to QA scores of individual agents or teams.
- Uncover Critical Insights With Custom Reports - Generate custom reports, track important metrics, apply filters, group data, and more with Level AI’s Query Builder™.
- Keep Stakeholders On The Same Page - Level AI is focused around VoC (Voice of Customer) and can automatically deliver custom reports to contact center leaders, as well as other business teams, such as product and compliance.
- Integrate With Other Data Analytics Tools - Combine contact center data with preferred analytics and business intelligence tools. The Level AI API allows users to push large amounts of data to and from the platform.
Categories & Use Cases
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Technical Details
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FAQs
What is Level AI?
Level AI, headquartered in Mountain View, offers contact center QA software powered by AI & NLU.
Level AI helps quality assurance teams to automatically monitor and evaluate agent conversations. Additionally, Level AI's Real-time Agent Assist™ understands customer intent, according to the vendor with more accuracy than keyword-based systems and provides agents with guidance using the best resources for each scenario.