Level AI —
Full-Coverage Contact-Center QA, Real-Time Agent Assist & AI Coaching
Level AI is positioned for contact-center operating models whose QA, agent coaching, and customer-experience analytics have been bottlenecked by sample-based QA — where 1–5% of calls are reviewed manually and the other 95–99% remain unanalyzed. AI-powered Quality Management auto-scoring 100% of conversations, AgentGPT real-time agent assist grounded in the customer's knowledge base, AI insights and analytics, AI coaching and performance management, and AI voice agents under one platform purpose-built for contact-center QA, coaching, and CX analytics. Fibi sources and negotiates Level AI on your behalf, at no cost to your business.
Portfolio
Auto-QA + AgentGPT + Insights + Coaching + Voice + Digital + AI Voice Agents
AI-powered Quality Management auto-scoring 100% of conversations, AgentGPT real-time agent assist, CX insights and analytics, AI coaching and performance management, voice and digital channel coverage, and AI voice agents — under one platform purpose-built for contact-center QA, coaching, and analytics.
AI-Powered Quality Management — 100% Conversation Auto-Scoring
AI-powered Quality Management auto-scoring 100% of conversations against the customer-defined QA rubric — fitting contact-center operating models whose compliance posture, coaching cadence, or CX-improvement program requires full-coverage QA rather than statistical inference from sample-based manual review of 1–5% of calls.
AgentGPT — Real-Time Agent Assist Grounded in Knowledge Base
AgentGPT delivers real-time agent assist grounded in the customer's knowledge base — surfacing relevant policies, procedures, and answers inside the conversation as it happens rather than after-the-fact coaching, fitting operating models whose AHT, FCR, and quality posture depends on agents having the right information at the moment of the call.
AI-Powered Insights & Customer-Experience Analytics
AI-powered insights and CX analytics across the full conversation corpus — surfacing emerging issues, root-cause patterns, agent coaching opportunities, and CX blind spots that sample-based QA misses, fitting operating models whose CX maturity has outgrown sample-QA and channel-specific reporting.
AI Coaching & Performance Management
AI coaching and performance management workflows tied to QA scoring and conversation analytics — replacing the disconnected QA-rubric / coaching-spreadsheet / performance-review posture that most contact-center operating models default to, fitting operating models whose coaching cadence requires data-driven prioritization rather than manager intuition.
Voice & Digital Coverage Across Conversation Channels
Coverage across voice, chat, email, and digital channels under one platform — fitting contact-center operating models whose channel mix spans voice and digital and whose QA / coaching / analytics posture needs to be consistent across channels rather than running separate voice-QA and digital-QA programs with different rubrics.
AI Voice Agents — Inbound Voice Automation with Hand-Off
AI voice agents handling inbound voice automation with seamless hand-off to human agents — fitting contact-center operating models whose contact-volume mix has a containable AI-handleable tier and whose human-agent capacity is constrained or whose after-hours and overflow posture needs automated coverage with human escalation.
Ideal For
BPO, Financial Services, Healthcare & Retail Contact-Center Operations
BPO & Outsourced Contact Centers
BPO and outsourced contact-center operating models whose volume makes manual sample-QA economically infeasible at coverage rates that satisfy client SLAs and whose CX delivery posture depends on data-driven coaching across distributed agent populations.
Financial Services
Banking, insurance, lending, and fintech contact-center operating models whose compliance posture requires full-coverage QA across regulated conversations and whose agent-coaching cadence depends on real-time assist grounded in policy-and-procedure knowledge bases.
Healthcare & Healthcare Services
Healthcare-system, payer, and healthcare-services contact-center operating models whose compliance posture (HIPAA-aligned) and clinical-accuracy expectations require full-coverage QA and real-time agent assist grounded in clinical and member-services knowledge bases.
Retail & Consumer Services
Retail, e-commerce, and consumer-services contact-center operating models whose CX maturity has outgrown sample-based QA and whose multi-channel mix (voice, chat, email) requires a single QA rubric and analytics layer rather than channel-specific programs.
Why Level AI
Where Level AI Stands Out as a Contact-Center QA & AI Coaching Platform
Structural advantages that justify Level AI over sample-based manual QA, generic conversation-intelligence vendors, or CCaaS-bundled QA features.
Sample-based QA programs review 1–5% of calls manually and infer agent and program performance from that sample. Level AI auto-scores 100% of conversations against the customer-defined QA rubric — fitting contact centers whose compliance posture, coaching cadence, or CX-improvement program requires full-coverage QA rather than statistical inference from a sample.
Generic conversation-intelligence vendors deliver post-call analytics; CCaaS-bundled QA delivers basic scoring. AgentGPT delivers real-time agent assist grounded in the customer's actual knowledge base — fitting operating models whose AHT, FCR, and quality outcomes depend on agents having the right answer at the moment of the call rather than after-the-fact coaching alone.
Level AI is purpose-built for contact-center QA, coaching, and CX analytics — rather than generic conversation-intelligence retrofitted to contact-center operations or CCaaS-bundled QA features added as a checkbox. Fits operating models whose QA / coaching / analytics maturity is the differentiator and whose CCaaS provider's bundled QA is insufficient.
Channel-mix consistency under one QA rubric replaces the disconnected voice-QA and digital-QA program posture that most multi-channel contact centers default to — fitting operating models whose channel mix spans voice and digital and whose QA / coaching / analytics posture must be consistent across channels rather than running channel-specific programs.
Why Use Fibi
Level AI Direct vs. Level AI Through Fibi
Your contract is with Level AI either way. The difference is the comparison, sourcing, and ongoing support layer around it.
| Aspect | Level AI Direct | Level AI Through Fibi |
|---|---|---|
| Pricing | Standard Level AI rates | Volume-negotiated — equal or better |
| Vendor comparison | Level AI only | Level AI vs sample-based manual QA, generic conversation-intelligence platforms, and CCaaS-bundled QA features |
| Quote turnaround | 5–10 business days | 24–72 hours across multiple options |
| Architecture review | Level AI solution architects | Independent advisor representing your interests |
| Post-go-live support | Level AI support only | Fibi escalation + Level AI support |
| Advisory fee | N/A | $0 — provider-funded |
FAQ
Choosing Level AI for Full-Coverage Contact-Center QA & AI Coaching
Get a Level AI Quote Through Fibi
Fibi will scope your contact-center QA / coaching / analytics objective against Level AI and the most relevant alternatives — including sample-based manual QA, generic conversation-intelligence platforms, and CCaaS-bundled QA features — so you see how Level AI's full-coverage posture compares before signing, with no obligation and no sales pressure.
Compare Level AI against other CCaaS QA, coaching, and conversation-intelligence platforms