Level AI —
Contact Center QA, Agent Assist & Analytics
Level AI's customer intelligence platform automates quality assurance for 100% of contact center conversations — using GPT-based scoring with near-human accuracy to evaluate every voice, chat, and email interaction. Real-time Agent Assist surfaces knowledge and guidance during live calls, while Voice of Customer Analytics provides 100% visibility into conversation trends. Deployed at Affirm, Brex, Carta, and Toast with documented 30% agent churn reduction and 25% CSAT improvement.
Portfolio
Level AI Platform Capabilities
AI-powered QA for 100% of conversations, real-time agent assist, coaching analytics, and voice-of-customer intelligence — a complete contact center quality and performance platform.
AI-Powered Quality Assurance
Level AI's GPT-based QA platform scores 100% of contact center conversations across voice, chat, and email — using semantic NLU (2X more accurate than keyword-based NLP) to evaluate every interaction against existing scorecards with no integration effort. QA auditors get automatic conversation assignment for manual review, with explanation quotes and context for every AI score.
Real-Time Agent Assist
Level AI's real-time Agent Assist surfaces relevant knowledge articles, response hints, and call summaries during live customer interactions — reducing the time agents spend searching for answers and improving first-call resolution. AgentGPT auto-generates expert answers to customer questions, self-learning from enterprise knowledge continuously.
Agent Coaching & Performance
Level AI provides personalized coaching plans based on AI-analyzed conversation data — identifying specific coachable moments, tracking performance improvement over time, and enabling QA managers to focus on high-impact coaching rather than manual scoring. Documents 30% reduction in agent churn across customer deployments.
Voice of Customer Analytics
Level AI's Voice of Customer Analytics provides 100% visibility into customer conversation trends, sentiment, intent, and emerging topics — enabling contact center leaders and business stakeholders to act on the full customer conversation corpus rather than sampled QA data.
Ideal For
Who Level AI Serves Best
Contact Centers Scaling QA
Operations with large conversation volumes where manual QA evaluation covers less than 5% of interactions — Level AI scores 100% automatically, providing complete quality visibility at scale.
High-Turnover Contact Centers
Contact centers with agent churn challenges benefit from Level AI's coaching analytics — identifying performance gaps early, providing personalized coaching plans, and creating a feedback loop that documents 30% churn reduction.
Financial Services & Fintech
Organizations like Affirm, Brex, Carta, and MoneyLion use Level AI to maintain quality at high contact volumes — with 100% QA coverage supporting compliance monitoring and regulatory conversation review.
Businesses Investing in AI-Powered CX
Companies wanting to leverage AI for contact center improvement without replacing existing CCaaS platforms — Level AI layers over any existing infrastructure and integrates with current scorecards.
Why Level AI
Key Strengths
What sets Level AI apart from traditional QA tools — and where 100% conversation coverage and semantic NLU deliver the most measurable impact for contact centers.
Level AI scores every single conversation — not a sample. GPT-based scoring with near-human accuracy evaluates all voice, chat, and email interactions against existing scorecards, eliminating QA sampling bias.
Level AI's semantic engine uses true natural language understanding rather than keyword matching — enabling nuanced evaluation of complex QA criteria and 2X accuracy over traditional NLP-based scoring tools.
AgentGPT provides real-time, AI-generated expert answers during live calls and self-learns from enterprise knowledge continuously — reducing new agent ramp time and improving first-call resolution.
Level AI's outcomes are verified by enterprise customers: 5x faster QA evaluations, 30% agent churn reduction, 25% CSAT increase, and 20% contact center efficiency gain — documented across Affirm, Brex, Toast, and other deployments.
Why Use Fibi
Level AI Direct vs. Level AI Through Fibi
Your contract is with Level AI either way. The difference is the advisory, platform comparison, and independent support layer around it.
| Aspect | Level AI Direct | Level AI Through Fibi |
|---|---|---|
| Pricing | Standard list rates | Volume-negotiated — equal or better |
| Platform comparison | Level AI portfolio only | Level AI vs other QA, coaching & analytics platforms |
| Quote turnaround | 3–10 business days | 24–48 hours across all relevant platforms |
| Contract support | Level AI account executive | Independent advisor representing you |
| Post-go-live support | Level AI support only | Fibi escalation + Level AI support |
| Advisory fee | N/A | $0 — vendor-funded |
| Use case fit | Level AI AE assessment | Independent requirements analysis across QA options |
Fit Guide
Is This the Right Provider for You?
Best For
- Contact centers with large conversation volumes where manual QA covers less than 5% of interactions
- Operations with high agent turnover wanting AI-driven coaching to improve retention and performance
- Financial services and fintech organizations needing 100% QA coverage for compliance conversation monitoring
- Contact center leaders wanting Voice of Customer analytics across the full conversation corpus
May Not Be Ideal If
- Very small contact centers (under 10 agents) where manual QA review is still manageable
- Organizations not ready to act on coaching insights or invest in agent development programs
FAQ
Common Questions About Level AI
Source Level AI Through Fibi
Fibi will evaluate Level AI alongside other contact center QA, coaching, and analytics platforms for your specific conversation volume, scorecard requirements, and agent performance goals — side-by-side at no cost.
Compare Level AI against other contact center platforms
Fibi is an independent technology advisor comparing 300+ providers. We recommend what fits your business — not what pays us more.