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Level AI

Available through IT Raven

  • Contact Center and CX

Level AI is a contact-center AI platform that automatically scores every conversation, assists agents in real time and surfaces customer insights. At its center is a semantic engine that uses natural-language understanding, rather than keyword matching, to read all of a contact center's conversations across calls, chats and email, categorizing them by topic, identifying key moments and intent, and analyzing sentiment. On top of that it runs automated quality assurance: its QA-GPT scores every conversation against a company's own scorecards and explains each score with supporting quotes, then assigns conversations for manual review by criteria such as topic, score or sentiment. It also assists agents live during interactions, records agent screens, and mines conversations for Voice of the Customer insights. The goal is to replace sampled, manual QA and guesswork with analysis of every interaction. For a contact center that wants to measure and improve quality at full coverage, Level AI is an AI layer over its conversations.

Best for

  • Contact centers that want to score every conversation automatically rather than a small manual sample.
  • Quality teams buried in manual auditing that want automated scoring with explanations they can trust.
  • Operations that want real-time agent assistance and coaching grounded in actual conversations.
  • Teams that want to mine customer conversations for insight into experience and business drivers.

A very small support team with low volume and simple quality needs may not need a dedicated conversation-analytics platform.

What they offer

CX and Conversational AI. A semantic intelligence engine that uses natural-language understanding to analyze all conversations across calls, chats and email for topic, intent and sentiment, plus real-time agent assistance during interactions and Voice of the Customer insights that mine conversations for drivers of customer experience.

Workforce Engagement Management. Automated quality assurance through QA-GPT, which scores every conversation against a company's own scorecards, explains each score with context quotes, assigns conversations for manual review by configurable criteria, and reports on QA and agent performance, alongside agent screen recording and coaching.

Good to know

  • Level AI analyzes conversation data, so its value depends on connecting to your contact-center channels and giving it your own scorecards. Confirm the integrations and setup involved.
  • Automated scoring aims for near-human accuracy but still benefits from oversight. Confirm how manual review fits your quality program.
  • Product names here are the company's own material.

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How buying works

The store is the easy part. Staying on the account is the job.

Anyone can show you logos. The reason to buy here is what happens on install night, and on the ticket you open nine months later.

  1. 01

    Build your quote list

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  2. 02

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  3. 03

    We handle the order and install

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  4. 04

    We stay on your account

    Same team for moves, adds, tickets and the next renewal. That is the part everyone else drops.