Level AI Product Overview
Level AI is a cutting-edge conversational intelligence platform designed to transform and optimize contact center operations through advanced AI technologies, including natural language understanding (NLU) and semantic intelligence.
Key Functionality
- Real-Time Interaction Analysis: Level AI processes 100% of contact center interactions in real time, enabling the automation of quality management, generation of customer experience (CX) intelligence analytics, and live assistance to contact center agents. This ensures that no interaction is missed, and data loss during customer interactions is prevented.
Core Features
- Automated Quality Assurance: Level AI’s QA-GPT feature auto-scores nearly 100% of an organization’s custom scorecards across all channels (calls, chats, emails) with near-human accuracy. It tags key moments in each conversation to surface critical agent behaviors and meaningful customer sentiments, providing comprehensive visibility into the customer-agent experience.
- Agent Performance and Coaching: The platform offers coaching modules that assess agent performance, identify areas for improvement, and create personalized coaching plans. This includes action items, screen recordings, and automatic case selection to enhance agent skills and provide better customer service.
- Generative AI Assistance: Level AI’s AgentGPT is a generative AI system trained on a client’s proprietary customer conversational data. It helps agents handle complex questions in real time, augments internal knowledge bases, and continuously improves based on agent feedback. This tool is designed to enhance agent productivity and decision-making without replacing human agents.
- Customer Sentiment Analysis and Compliance: The platform analyzes customer interactions to identify pain points, decode contact center best practices, and provide actionable insights on customer sentiment. It ensures compliance with company standards and regulatory requirements through detailed analytics and reporting.
- Advanced Analytics and Dashboards: Level AI provides rich, persona-specific dashboards that give leaders full visibility into agent workflows and behaviors. It offers custom analytics to understand team performance, QA scores, and critical conversation insights across various support channels (voice calls, email, chat).
- Integration and Implementation: The platform is designed to integrate seamlessly with various contact center systems, including CRM platforms, ticketing systems, and communication tools. The implementation process involves data integration, configuration, and agent training, supported by Level AI’s customer success team.
Benefits
- Enhanced Customer Experience: Level AI has been shown to increase end-customer satisfaction by 25% and agent satisfaction by 45%. It also achieves a 90% time savings in quality assurance monitoring, allowing for more efficient and effective customer service operations.
- Strategic Insights and Revenue Opportunities: By analyzing contact center interactions, Level AI helps businesses identify additional revenue opportunities and make more informed decisions. This leads to improved operational efficiency and strategic growth.
- Cost Reduction and Productivity: The platform reduces operational costs by accelerating agent productivity, reducing training time, and eliminating post-conversation work. It also handles complex inquiries more efficiently with real-time AI assistance.
Level AI is adopted by leading companies across various verticals, including Carta, Penske, Vista Print, OpenTable, and ezCater, and is backed by prominent investors such as Battery Ventures, ENIAC, and Village Global. The platform is poised to revolutionize customer service by empowering contact centers with advanced AI-driven solutions.