Level AI is an artificial intelligence platform designed to enhance the performance of contact centers. It’s especially beneficial for improving customer service and agent productivity. The tool is developed by a Mountain View, CA and Delhi, India based startup founded in 2018. It focuses on using speech AI, NLP, and information retrieval systems to augment worker capabilities and improve customer-business interactions.
Key Features and Use Cases:
- Omnichannel CX Insights: Level AI provides detailed insights across different channels like voice calls, emails, and chat conversations. This includes agent performance analysis and QA scores.
- Custom Reports and Analytics: It allows generating custom reports, tracking key metrics, and applying filters for data analysis.
- Integration with Data Analytics Tools: Level AI can integrate with various analytics and business intelligence tools, making it versatile for different business environments.
- GPT Model Utilization: Incorporates GPT models for generating natural and engaging responses, aiding in customer interaction and task automation.
- Real-Time Agent Assistance: Offers real-time support and guidance to agents, enhancing their performance and overall productivity.
Pros:
- Advanced AI Capabilities: Its AI engine can understand customer intent with high accuracy, providing real-time guidance.
- Autonomous Learning for Agents: Evaluates interactions and offers feedback and improvement suggestions.
- Versatile Integration and Support: Supports various document formats and integrates with many knowledge base tools.
- Customizable Metrics and Reporting: Tailored reporting and metrics based on individual business needs.
Cons:
- New Market Player: Being a relatively new startup, it may lack the extensive track record of established competitors.
- Investment Requirements: Implementation and effective use may require significant time, financial investment, and training.
- Potential Compatibility Issues: May not be compatible with some legacy systems used in the contact center industry.
- Privacy and Security Concerns: Handling sensitive customer data across channels could pose security risks.
- Limitations in Handling Complex Issues: Might struggle with complex customer issues requiring human judgment or expertise.
Pricing:
Level AI does not provide upfront pricing information on its website. However, users can request a demo to learn more about the tool and its pricing details. The tool offers features like expedited case selection and review, real-time agent assistance, and comprehensive conversation intelligence.
Alternatives:
There are several alternatives in the market, each offering unique features and capabilities. It’s important for businesses to compare these against their specific requirements.
In conclusion, Level AI stands out for its advanced AI features, especially in enhancing contact center operations. Its real-time assistance, omnichannel insights, and integration capabilities make it a valuable tool for businesses looking to leverage AI for customer service and agent productivity. However, considerations regarding its newness in the market, investment requirements, and compatibility with existing systems are important factors for businesses to consider.
