Meet Naviant: Elevating Customer Experience with Agentic AI

Today marks a major leap forward for contact centers and customer experience teams around the globe. At Level AI, we're proud to unveil Naviant—our revolutionary AI virtual agent designed to deliver truly human-like conversations and transform how organizations engage with their customers.

Global brands face a constant challenge: balancing human empathy with the efficiency of AI. Level AI is uniquely positioned to support them across the full spectrum—from insight and augmentation of human agents to full automation with AI Agents—helping them transform every step of the customer journey. This unified approach ensures consistent quality and efficiency across hybrid contact centers.

Level AI has built a closed-loop CX system that proactively uncovers customer concerns and agent behavior using Voice of the Customer insights and AI-powered Quality Assurance. This drives targeted coaching and continuous improvement for human agents. Now, we're extending the same intelligence and feedback loop to virtual agents, enabling unified performance management and ever improving human and AI Agents. The result is higher CSAT, greater efficiency, and a consistent, customer experience at scale.

Level AI already delivers an industry-leading Customer Experience Intelligence and Augmentation platform—powering Voice of the Customer, Automated QA, Screen Monitoring, Conversation Intelligence, and Agent Assist. With the launch of Naviant, Level AI expands its capabilities to offer a next-generation automation solution for both voice and chat interactions.

The Current State of Customer Experience with Virtual Agents

When we talked to customer experience leaders there were three key problems which we repeatedly heard:

Voice and chat bots take too long to deploy and maintain : Legacy bots are built on brittle workflows which take forever to set up and require constant maintenance. This leads customers to experience rigid dialogue routing, high implementation times and low automation rates.

Conversing with an AI system is highly robotic and workflow based : Current bots lack human-like dialogue ability, they follow a rigid conversation path, don't understand conversation well and do not have human-like voice capabilities. This severely limits customer experience and leads to high call abandonment rates.

CX leaders do not have visibility into the quality of AI agents and if the bot is learning from past experience : Finally, CX leaders are looking for peace of mind that AI Virtual Agents are not hallucinating and are delivering world class customer experience. Without reviewing 100% of bot conversations for CSAT and quality, this goal can never be met.

Watch the Launch Video

What Makes Naviant Different?

While many solutions in the market today claim to offer "AI-powered support," they're often bolt-on tools that fall short of real autonomy. Naviant, on the other hand, is built on Level AI's comprehensive customer intelligence and automation platform, unifying customer insights, analytics, and QA in a single loop. Naviant is built on three powerful underlying technology foundations:

AgentIQ: Build and maintain workflows with ease while achieving high action completion — resulting in over 50% better customer resolution

DialogIQ: Enable natural, emotionally aware dialogue that feels human, with fully brand-customizable agent personas.

EnlightIQ: Monitor the quality and experience of 100% of conversations—closing the loop with continuous learning and improvement.

Here's what sets Naviant apart:

AgentIQ

Fast to Deploy, Built to Adapt

Agent IQ powers the core intelligence behind every Naviant interaction—engaging users, retrieving the right information, and taking action on their behalf. You can launch in days with intuitive setup: define your goal, add instructions, and connect your knowledge base. Naviant integrates seamlessly with your existing tech stack—CRMs, ticketing systems, knowledge bases, and more—and can be quickly customized to match your brand and use cases, all without complex coding or AI expertise.

Beyond Conversations: Real Action at Scale

Naviant doesn’t just handle conversations—it acts. Powered by Agentic AI, it reasons, plans, and executes complex tasks, handling both informational and transactional use cases in a single interaction. From modifying orders and updating CRM records to sending customer notifications, Naviant resolves issues end-to-end. It integrates seamlessly with tools like Salesforce, Zendesk, and more—triggering real actions through pre-built connectors or your own APIs.

DialogIQ

Natural, Empathetic Conversations That Build Trust

Naviant listens with empathy, understands context and emotion, and adapts its tone in real time—whether detecting frustration, joy, or confusion. Powered by advanced natural language processing and detects context, nuance and intent. It goes beyond rigid decision trees to deliver fluid, human-like conversations for complex issues that feel personal, on-brand, and genuinely helpful.

Enterprise-Ready, Built for Complex Conversations

Naviant is built for scale, security, and global teams—handling high volumes across voice, chat, email, and social channels with consistent quality and compliance. Designed for the complexity of real dialogue, it gracefully manages interruptions, topic shifts, and back-and-forth exchanges to keep conversations on track.

EnlightIQ

End-to-End Quality You Can Trust

Naviant’s built-in testing framework simulates hundreds of conversations to ensure accuracy, relevance, and reliability across scenarios. Combined with Level AI’s review of 100% of interactions—including AI CSAT scoring and journey mapping—brands gain full visibility into customer experience, with the confidence to scale automation without compromising quality.

Deep Insights that Unlock Automation opportunities

We analyze thousands of past human and AI interactions to uncover high-volume, repeatable queries—unlocking smarter automation, higher containment, and better customer experiences.

Powerful closed-loop CX system: At Level AI, we’ve built a powerful closed-loop CX system that goes beyond monitoring—it proactively surfaces customer concerns via Voice of the Customer insights and identifies agent behavior patterns through AI-driven Quality Assurance. This enables targeted coaching and continuous performance improvement.

Now, we’re extending this learning loop to AI virtual agents, applying the same proactive feedback, quality management, and performance tuning to both human and virtual teams. This unified approach ensures consistent quality and efficiency across hybrid contact centers.

As virtual agent adoption grows, fragmented management strategies fall short. Level AI provides a cohesive framework to optimize performance across all agent types—delivering higher CSAT, operational efficiency, and a seamless, customer-first experience at scale.

What Our Customers Are Saying

"Working with Level AI was a breath of fresh air after a miserable 'failure to launch' with another vendor. We made more progress in four weeks with Level AI than we had in six months before. The experience has been stellar, and the feedback from our users has been incredible. I would highly recommend Level AI to anyone serious about taking their CX to the next level." – Ben Huber, Director, Professional Services at Topcon.

Addressing Concerns About AI in Customer Experience

We understand that the adoption of AI in customer service raises important questions. Here's how Naviant addresses common concerns:

1. Data Privacy: Our platform is built with privacy and security at its core, featuring advanced redaction capabilities and compliance with industry standards like PCI and GDPR.
2. AI Bias: Naviant's training data and decision-making processes are regularly audited to identify and mitigate potential biases, ensuring fair treatment for all customers. Our AI actions are explainable, configurable, and aligned with your organization's policies and ethical standards.
3. Loss of Human Touch: While Naviant can handle many interactions autonomously, it's also designed to seamlessly escalate to human agents when needed, preserving the human element in your customer service.
4. Complexity of Implementation: Our team provides comprehensive onboarding and support to ensure a smooth integration of Naviant into your existing workflows.

Let's Build the Future Together

Naviant is more than a product launch—it's a new way of working. If you're ready to explore how an AI virtual agent purpose-built for customer experience can elevate your team, we'd love to show you what's possible.

Request a Demo of Naviant

Join us in revolutionizing customer experience with the power of Agentic AI. Together, we can create more efficient, empathetic, and effective interactions that drive customer satisfaction and business growth. You can also call (716) 588-4326 to try it out today.