Why choose Level AI over Callminer?

Level AI’s underlying technology leverages advanced semantic intelligence and Generative AI, surfacing insights on critical conversations. It can take entire conversations into context rather than relying on matching key words and phrases, allowing it to reason and understand like a human. The AI provides reasoning for auto scores with contextual quotes resulting in an Auto-QA that’s 10x more accurate and trustworthy.

The key criteria for selecting an Auto-QA and conversation analytics platform is the quality of the underlying AI technology. CallMiner, founded in 2002, relies on an outdated tech stack and legacy keyword-based system that predates modern AI. This outdated tech stack cannot support Natural Language Understanding or Generative AI. As a result, customers face burdensome keyword maintenance and experience inaccurate results in auto-qa scores, business insights, and call topic categorization.

Level AI comes with a revolutionary GenAI powered-Auto-QA solution, QA-GPT, that evaluates your conversations on nearly every metric and standard on your scorecard with near-human accuracy. With QA-GPT, setting up Auto-QA is as simple as typing in your existing scorecard questions.QA-GPT understands and evaluates the scorecard questions just like a QA manager would.

Callminer’s Auto-QA solution scores agents on empathy rather than the exact criteria and questions in your scorecards. With little in the way of customization or automation, the user is left maintaining an ever-growing list of keywords and phrases. All to just evaluate conversations on limited metrics that may not be in line with your business needs.

Level AI’s Agent Coaching module allows contact center quality coaches to analyze agent performance, identify gaps, set up action plans, select customer conversations for review and coaching, schedule coaching sessions, track progress, and more — all from one place. Agents can view their QA and autoscores for greater transparency. They can also dispute a coaching session or score with their QA manager.

CallMiner’s Auto-QA solution does not support custom scorecards, preventing QA managers from truly evaluating conversations for coaching agents on anything beyond the basic objective parameters like silence and sentiment. Manual conversation selection also leaves many poor customer interactions uncoached.

Level AI offers a comprehensive understanding of “voice of the customer” using generative AI. Insights are available at a granular level for every conversation and a high level with topics and subtopics trending over time.

Callminer AI offers wordclouds of prelabeled topics. This is an old text-analytics solution that predates modern AI and is not a true “voice of the customer” solution. They don’t offer AI that can pick up new topics that are raised by customers or show their trend over time, or provide actionable insights.

Provides knowledge assist and real-time guidance on the next best actions to drive down AHT and solve customer problems faster. AgentGPT answers agents’ questions in real-time with AI leveraging its own proprietary LLMs trained on your contact center’s past conversations and knowledgebases.

Callminer’s new in-call guidance is limited to prompts that are configured when certain keywords (and not based on the actual meaning of a sentence) are detected. It doesn’t leverage your knowledgebases or past conversations to deliver useful guidance to the agents beyond predefined prompts.

Easy to use multi-screen recording that intelligently records every conversation and post-call wrap up automatically with customizable PSI and PII redaction. Moreover, Level AI’s semantic engine leverages NLU to highlight critical moments of conversations on screen capture for QA managers.

CallMiner offers a screen recording solution that can help QA managers but doesn’t offer redaction of customer information resulting in privacy issues that may not be in adherence to your industry standards and laws like HIPAA and GDPR.