Level AI Conversational Intelligence Software

Level AI specializes in providing artificial intelligence (AI) solutions designed specifically for call centers. With a range of applications and backed by a team with substantial industry experience, Level AI is on a mission to transform how call centers operate.

The company offers a suite of AI-powered products and services targeted at improving various aspects of call center operations. One of its core offerings revolves around Contact and Call Center Analytics, which encompasses a spectrum of analytics tools, including Customer Analytics, Speech Analytics, and Predictive Analytics. These tools empower contact centers with the capability to analyze standard metrics, identify trends, and make data-driven decisions that enhance customer service performance. Level AI's technology utilizes advanced natural language processing (NLP) and natural language understanding (NLU) to provide deep insights into customer interactions. This enables contact centers to deliver personalized customer experiences, improve agent performance, and anticipate future consumer behaviors, thereby improving customer satisfaction scores (CSAT), first-call resolution rates (FCR), and overall operational efficiency.

Level AI specializes in providing cutting-edge artificial intelligence solutions tailored specifically for call and contact centers, focusing on enhancing operational efficiency and customer experience. The software harbors several key features that make it stand out in the competitive landscape of AI tools for customer service operations.

1. **Omnichannel Customer Experience (CX):** Level AI supports an omnichannel approach, ensuring that businesses can maintain a consistent and seamless customer experience across various channels. This feature allows businesses to interact with their customers through multiple platforms without losing context or the quality of service.

2. **Voice of Customer (VoC) Analytics:** The software focuses on VoC analytics, enabling automatic delivery of custom reports to contact center leaders and other business teams. VoC analytics provide invaluable insights by analyzing customer interactions, identifying trends, and measuring customer sentiment, helping businesses to understand and enhance customer experiences effectively.

3. **Contact Center Analytics:** Level AI offers comprehensive analytics across four major areas: Customer Analytics, Speech Analytics, Predictive Analytics, and Contact Center Team Analytics. These analytics involve measuring critical metrics such as Average Handle Time (AHT), First-Call Resolution (FCR), Customer Satisfaction Score (CSAT), and more. Advanced speech analytics, powered by natural language processing (NLP) and understanding (NLU), provide deeper insights into customer conversations.

4. **Quality Assurance (QA) Software:** The platform empowers quality assurance teams in contact centers by enabling the monitoring and evaluation of agent conversations more efficiently and accurately. It accommodates different QA frameworks (Tactical QA, Operational QA, and Strategic QA) and offers flexibility through a Rubric Builder for customized grading systems. This ensures that customer service quality is maintained across all interactions.

5. **Secure and Customizable AI:** Level AI prioritizes security in its operations, meeting the requirements for various compliance standards like GDPR, HIPAA, SOC 2, PCI, and ISO 27001. The platform also features PII redaction and penetration testing, ensuring that data is handled securely. Its generative AI framework is customizable, allowing businesses to tailor the AI's operations to their specific needs, thus ensuring a secure and personalized experience.

6. **Real-Time Intelligence:** The platform is designed to deliver real-time insights and intelligence, enabling businesses to make informed decisions swiftly. This feature is crucial for adapting to customer needs and market trends promptly.

Level AI provides a robust solution for call and contact centers seeking to employ AI to enhance their customer experience, operational efficiency, and quality assurance processes. Level AI focuses on secure, real-time, and omnichannel customer experiences, combined with advanced analytics and customizable AI.

Level AI does not publish their pricing.

Level AI's software and services are utilized by various contact and call centers, focusing on enhancing the quality assurance processes and improving customer interactions through advanced AI technologies. The information does not specify direct customers or users by their company names. However, it implies that their solutions are designed to serve contact centers across different industries, aiming to keep quality consistent across all customer touchpoints and underlining the importance of understanding and adapting to emerging trends and procedural changes in performance. Level AI's tools, including their quality assurance frameworks and AI-powered analysis for omnichannel customer experiences, suggest their clientele could range from businesses looking to monitor and evaluate agent conversations more efficiently and accurately than legacy systems, to organizations seeking to integrate AI solutions to provide excellent customer service across various communication channels.