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“Level AI's Agent Assist has been a game-changer for our customer service team. With real-time support and instant access to vital information, our agents can resolve issues faster and deliver exceptional service. It's like having a personal assistant guiding our agents through every conversation.”

Contact Center Leader, ezCarter

“Level AI's Agent Assist has been a game-changer for our customer service team. With real-time support and instant access to vital information, our agents can resolve issues faster and deliver exceptional service. It's like having a personal assistant guiding our agents through every conversation.”

Contact Center Leader, ezCarter

“Level AI's Agent Assist has been a game-changer for our customer service team. With real-time support and instant access to vital information, our agents can resolve issues faster and deliver exceptional service. It's like having a personal assistant guiding our agents through every conversation.”

Contact Center Leader, ezCarter

FAQ

Frequently Asked Questions

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1. How does Level AI agent assist software improve agent performance in a contact center?

Level AI agent assist software acts as a real-time co-pilot, directly boosting agent performance by delivering the right information and guidance at the exact moment of need. The AI agent assist reduces cognitive load by automatically surfacing relevant knowledge base articles and provides in-the-moment coaching with contextual hints. This empowers agents to resolve issues faster and more accurately, leading to significant improvements in key metrics like First Call Resolution (FCR) and Average Handle Time (AHT).

2. What are the key features to look for in agent-assist software for a contact center?

Agent assist software gives contact center managers visibility into performance both in the moment and over time. In real time, a live dashboard surfaces ongoing conversations with sentiment signals and automated alerts, so managers can step in when it matters. For reporting, the platform aggregates data across conversations into trend and performance dashboards, covering metrics like resolution time, sentiment trends, topic/intent breakdowns, agent adherence to suggested responses, and QA scoring. This helps managers track team performance over time, spot coaching opportunities, and measure the impact of agent assist on outcomes like handle time and CSAT.

3. Can the Level AI agent assist software integrate with our existing CRM and contact center platforms?

Yes, seamless integration is a cornerstone of our design. The Level AI agent assist software includes a highly configurable widget that can be embedded directly into the user interface of leading CRM and CCaaS platforms, including Salesforce, Zendesk, Five9, and more. This allows your agents to access our powerful real-time agent assist capabilities within the familiar environment they already use every day

4. How does Level AI's real-time agent assist work for voice and chat in a contact center?

Our real-time agent assist provides a consistent, omnichannel experience. For voice calls, our engine transcribes the conversation in real-time, analyzes the text for intent, and instantly pushes relevant guidance to the agent's screen. For chat, the AI agent assist analyzes the text as it unfolds, providing the same immediate, contextual support and recommendations to help the agent navigate the interaction effectively.

5. What is the ROI of implementing Level AI agent assist software in a large-scale contact center?

The return on investment from our agent assist software is both substantial and multifaceted. Our customers realize significant value through measurable improvements in operational efficiency. Key ROI drivers include a marked reduction in agent ramp-up time, lower Average Handle Time (AHT) due to faster access to information, and higher First Call Resolution (FCR) rates. Automating tasks like call summaries alone frees up thousands of agent hours, allowing them to focus on serving more customers

6. How easily does Agent Assist integrate with existing systems?

Unlike rigid, keyword-based tools that require heavy admin effort to set up, Level AI integrates easily with knowledge bases, ticketing systems, and CRMs using natural language understanding and semantic intelligence — dynamically surfacing relevant information without manual rule-building.

7. How does the Level AI agent assist software for contact centers handle compliance and script adherence?

Level AI agent assist software helps you build a culture of compliance with proactive, real-time tools. It uses "Compliance Flags" to instantly alert an agent if they deviate from policy, helping them self-correct in the moment. It also provides dynamic checklists to guide agents through mandatory scripts and procedures, ensuring critical steps like identity verification or reading required disclosures are never missed.

8. What kind of analytics and reporting does agent assist software provide for contact center managers?

Level AI's platform provides supervisors with a powerful command center. The manager dashboard offers a live view of all ongoing conversations, including real-time agent assist sentiment analysis and trend tracking. Managers can see which topics are being discussed and receive automated alerts for critical events, allowing them to proactively monitor team performance and intervene precisely when and where they are needed most

9. What are the best agent assist software solutions for a multilingual contact center?

For a multilingual contact center, the most critical factor is the underlying AI engine. Many solutions rely on simple keyword matching, which fails across different languages. Level AI’s agent assist software was built with a sophisticated, intent-based AI engine that understands the meaning behind words. This makes our AI agent assist exceptionally well-suited to handle the complexities of a multilingual environment, ensuring guidance is accurate and relevant, regardless of the language.