Level AI builds AI-native customer intelligence and service automation software for contact centres. Its platform processes 100% of customer interactions in real time using proprietary, domain-specific AI models, turning what has traditionally been a sampled, retrospective function into a continuous stream of structured data on customer experience and agent performance.
The company's technical work spans natural language processing and conversational AI, machine learning, and real-time analytics. Products include the Level AI Platform itself; Automated Quality Management, which applies QA monitoring across customer interactions and is reported to cut QA time by 90%; CX Intelligence Analytics, covering the full customer journey; and Live Agent Assistance, a real-time tool for contact centre agents associated with a 45% lift in agent satisfaction. The stated aim is to unify quality, insights and agent support across the customer journey.
Reported outcomes include a 25% increase in customer satisfaction and a 90% reduction in QA monitoring time. Named enterprise customers include Carta, Penske, Vista Print, OpenTable and Swiss Re, spanning financial services, logistics and transportation, printing, hospitality and reservations, and insurance. The company describes its work as oriented towards measurable results, tracking metrics such as CSAT, agent satisfaction and efficiency gains.
