Level AI
Scores every contact-centre conversation instead of a sample, with real-time agent assist and automatic call summaries.
Highlights
- Generative AI platform for contact centers: automated QA, real-time agent assist, call summarization
- Founded in 2019 by Ashish Nagar and Wesly Joseph
- Approximately $65M Series C in 2024; led by Battery Ventures with Eight Roads participation
- AutoQA evaluates 100% of calls automatically (vs ~2% manual sampling industry standard)
- Real-time agent assist surfaces next-best-actions during live calls
- Native integrations with major contact-center platforms — Genesys, Five9, NICE, Salesforce
- Used by mid-market and enterprise BPOs and in-house contact centers
External link — opens thelevel.ai in a new tab. Level AI is a third-party product; we are not affiliated with it.
About Level AI
What it is
Level AI applies generative AI to contact centres: automated quality assurance across every interaction rather than a sampled few, real-time assistance while an agent is on a call, and automatic summaries afterwards. It has raised around $65M with Battery Ventures among its backers.
Why it's different
The quality assurance half is the strongest argument. Traditional contact-centre QA means a supervisor listening to perhaps two per cent of calls, which is too small a sample to manage anyone fairly and far too small to spot a pattern early. Scoring everything changes what the function can do. The caution is that automated scoring has to be calibrated against what your business actually considers a good call, and an uncalibrated model rewards script adherence over resolving the problem. Agents also know when they are being scored by a machine, and a QA system nobody trusts produces gaming rather than improvement.
How people use it
It is used in contact centres large enough that sampling was never representative, with the summaries saving the after-call work that otherwise inflates handling time. The pattern that works is calibrating the scoring against calls your supervisors have already graded by hand, and showing agents their own scores rather than only reporting upward. Real-time assist earns its place most on complex products where the answer is genuinely hard to hold in your head.
Written by the n3os team. We are not affiliated with Level AI.
This listing was written from public information, without Level AI’s involvement. If you own it and something here is wrong — or you would rather not be listed at all — email us and we will correct or remove it.
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