Level AI – Intelligence System for the Modern Contact Center

Level AI is a Mountain View, CA and Delhi, India based startup innovating in the Voice AI space.

The team has experience from Amazon Alexa, Google, and other leading AI organizations.

Level AI empowers contact center quality assurance teams to automatically monitor and evaluate 100% of agent conversations, making them 5X as efficient with 20X the accuracy of legacy systems.

Features and Capabilities

• Advanced AI-Driven QA Automation – Level AI enables the automation of several QA processes in your organization, such as evaluating 100% of your agent conversations, surfacing insights on critical conversations, condition-based routing of conversations to members of your QA team, pre-trained models to identify and tag key moments, and a lot more.
• Build Complex QA Scorecards – 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.
• 3-5X Faster QA Case Selection – No more searching for needles in a haystack. InstaReview automatically flags conversations that might warrant extra attention from your Quality Assurance team, and intelligent workflows let you route them based on topics, or other conversation triggers directly to the appropriate.
• Automate QA Evaluations With AI – Set up our AI engine to pick up on the various elements of your company’s custom scorecard, and our industry-leading InstaScore will automatically grade your agents’ performance.
• Agent Performance Monitoring And QA Dashboard – When agents log into their accounts, they land on their individual performance dashboards. They can drill down into the scores of any scorecard to learn what to improve. Similarly, QA managers can see trends, track process adherence, identify gaps, and drill down to any granular level of details they wish—all the way down to a particular conversation they’d like to review.