Level AI

Level AI is a customer experience intelligence platform that leverages semantic AI to analyze and optimize every stage of the customer journey, from initial contact to post-interaction follow-up. Its primary function is to transform raw call center conversations—both voice and digital—into structured, actionable data that drives performance improvements across support, sales, compliance, and operations teams. The platform’s core technology, called AI Core, uses full-stack artificial intelligence with specialized modules for voice recognition and speech-to-text transcription, enabling accurate processing of natural language in real time. This semantic intelligence goes beyond simple keyword detection; it understands intent, sentiment, and context, allowing the system to surface insights that human supervisors might miss. Level AI offers a suite of products under two main categories: CX Delivery and CX Strategy. Under CX Delivery, the Agent Assist tool provides live guidance during calls or chats, automatically suggesting responses, knowledge base articles, or next-best actions based on the customer’s current issue. Agent Screen Recording captures and indexes agent desktop activity alongside conversation audio, making it easy to review specific moments for coaching. The AI Virtual Agent functions as a conversational bot that can handle routine inquiries, schedule callbacks, or route complex issues to human agents, all while maintaining a natural dialogue flow. Agent GPT is a generative AI capability that helps agents draft replies, summarize interactions, or generate post-call notes automatically. Under CX Strategy, Auto-QA replaces manual quality assurance by automatically scoring 100% of interactions against customizable criteria—such as compliance, greeting, empathy, o