Three in a Row: Leader in the 2026 CMP Research Prism™ for Agent Assist

We are thrilled to announce that in our official debut appearance, Level AI has been recognized as a Leader in the 2026 CMP Research Prism™ for Real-Time Agent Assist. Pushing past the standard industry trajectory of slow, incremental vendor growth, Level AI’s debut directly in the highest tier of the marketplace signals an immediate shift toward true frontline dominance in the customer experience (CX) ecosystem.

This independent recognition validates a major market transition: enterprise contact centers are moving away from passive desktop widgets and toward unified, context-aware co-pilots that operate under a single quality standard. At Level AI, we believe that real-time agent enablement can no longer function as an isolated, keyword-bound overlay. Achieving true operational dominance requires an intelligence layer where human capability and artificial intelligence work as one.

What is the CMP Research Prism for Real-Time Agent Assist?

Solution providers are evaluated across ten rigorous investment criteria, including: AI Accuracy, User Experience (UX), Integration Depth, Customization and Flexibility, Implementation, Time-to-Value, and Future Strategy and Innovation.

The resulting evaluation framework is designed to eliminate vendor spin, providing enterprise technology buyers and customer experience (CX) leaders with an objective benchmark to guide critical procurement decisions. Landing firmly in the LEADER quadrant in our debut appearance proves Level AI's readiness to deliver mature, production-grade enterprise software that satisfies demanding global brands.

How Level AI is Enabling Enterprises to Boost Agent Productivity with Real-Time Agent Assist

Achieving Leader status in the Real-Time Agent Assist Prism is a powerful validation of our strategic vision. For too long, the contact center industry has accepted a broken status quo forcing frontline agents to manage a multitude of disconnected widgets that increase cognitive load and spike hold times.

By replacing these disjointed desktop alerts with an active, intent-driven co-pilot architecture, our platform is able to unify real-time guidance, supervisory oversight, and automated post-call workflows onto a single intelligence layer. This unified approach ensures that every agent performs like a seasoned star from Day 1.

Slashing Hold Times by 40% with Contextual Guidance

Instead of forcing agents to place customers on hold, while manually searching through rigid databases, Level AI automatically surfaces relevant Knowledge Cards at the precise millisecond they are required. This proactive guidance layer slashes customer hold times by 40% and cuts overall call handling times by up to 20%.

See how OpenTable deployed this real-time desktop guidance architecture to boost operational efficiency. → 

Cutting Search Friction by 25% via AgentGPT natural language lookup

Standard search engines often fail agents for complex queries, forcing them to scan lengthy handbooks mid-call. AgentGPT eliminates this friction via a secure, natural language interface. Agents can instantly query internal documentation and logs for summarized solutions, accelerating decision-making and reducing hold times.

Read how Empyrean cut data search friction for frontline support teams. →

Mitigating Compliance Risk through Automated Compliance Checklists

Ensuring compliance is critical when managing complex interactions in a regulated industry. By monitoring live streams, cross-referencing agent statements against regulatory guidelines in real-time and surface compliance steps as calls progress, Level AI prevents deviations, stops violations before they occur, and eliminates costly regulatory penalties.

Slashing Call Wrap-Up Timelines by 50% with Automated Summaries and CRM Writeback

Manual after-call work consumes 30% of an agent’s capacity, creating inconsistent notes that delay resolution. Level AI eliminates this overhead by generating precise, brand-aligned summaries and writing them directly to your CRM, freeing agents to focus entirely on the next customer.

Eliminating Blind Spots and Preventing Churn via Real-Time Manager Assist

Manager Assist eliminates post-call QA blind spots, with a live floor-monitoring layer. By tracking sentiment drops and churn risks in real-time and sharing access to live transcripts and summaries, managers can intervene or whisper advice to agents just-in-time, ensuring relationships are saved before the call ends.

Read the ezCater study to see how supervisors use live indicators and sentiment tracking to support frontline agents mid-call. →

Consistently Defining the Enterprise Standard

This recognition marks the third consecutive evaluation where CMP Research has placed Level AI in its highest tiers, validating our platform across separate evaluations for Quality Assurance, Customer Analytics, and now Real-Time Agent Assist.

For enterprise CX leaders, this consistent validation across separate product categories underscores a clear market shift. True operational efficiency cannot be achieved by stitching together fragmented point solutions from legacy vendors whose underlying architectures do not natively communicate. Level AI's ability to consistently lead across conversation analytics, automated quality management, and real-time guidance proves the maturity and scale of our unified intelligence layer. This architectural advantages translate directly into the high-volume operational outcomes required by demanding enterprise contact centers. 

As the CX ecosystem faces intensifying demand for absolute operational precision and definitive efficiency, we are committed to a singular quality standard: redefining the frontier of performance where human expertise and artificial intelligence work as one.

See Level AI in action!

Discover how our complete, award-winning platform architecture can transform your frontline execution.

Schedule a demo