Learn How Kastle Systems Revolutionized Quality Assurance with Level AI

In the heart of the security industry, Kastle Systems stands as a guardian of safety for commercial properties across the U.S. For over 40 years, Kastle has specialized in remote access control, video surveillance, and 24/7 alarm monitoring. Their mission? To make buildings safer, smarter, and more convenient for clients. But behind the scenes, Kastle faced a growing challenge: ensuring quality across hundreds of thousands of monthly customer interactions—calls that were often brief, transactional, and mission-critical.

The Breaking Point: Manual QA Couldn’t Keep Up

Kastle’s monitoring center handled over 150,000 monthly calls, many lasting less than a minute. In those calls, agents delivered urgent alerts about security breaches, access issues, or fire alarms—calls where clarity and protocol adherence were non-negotiable. Yet, their quality assurance (QA) process was not up with the modern technological advancements to highlight any discrepancies.

A small team manually reviewed 1–3% of calls, a method riddled with gaps. “Imagine trying to catch errors in a flood of 50-second calls,” explains Thomas Tardiff, Kastle’s VP of Monitoring Services. “It was monotonous, prone to human error, and turnover in QA roles was high.” Post-pandemic, customer satisfaction scores began slipping. Kastle’s JD Power rating—a benchmark for excellence—dropped below the coveted 800 mark. The team needed a solution that could scale without drowning in IT complexity.Kastle Systems could not rely on generic AI tools because their agents use industry-specific terminology. Phrases like “cancel the alarm” or “disregard” (routine in Kastle’s world) could not have been flagged as “negative sentiment,” creating false alarms.

A Partnership Forged in Precision

Kastle turned to Level AI, drawn by its ability to analyze 100% of the conversation for QA. The goal was clear: replace manual sampling with AI that understood Kastle’s unique language.

The Level AI team worked side-by-side with Kastle to train custom models. They taught the AI to recognize industry-specific terms (like “Castle” with a “K”) and contextualize phrases that would baffle generic tools. For instance, “cancel” in Kastle’s world wasn’t a complaint—it was part of standard protocol. Six tailored rubrics were built to grade different call types, from voicemails to live alerts.

Implementation was swift. Within three months, Level AI was analyzing 100% of calls, flagging misses in real time: Did the agent state the company name correctly? Was the building’s address clearly shared? Did they follow escalation protocols? Supervisors now had instant access to transcripts, sentiment analysis, and compliance metrics.

Results That Transformed the Business

The impact was immediate and profound.

Customer Trust Restored

Kastle’s JD Power score rebounded to 800+ within months. “Consistency became our trademark,” says Tardiff. “Every call, every message, every interaction met the same high standard—no exceptions.” With 90% of calls scored automatically, Kastle eliminated guesswork. Agents received real-time feedback, and supervisors could spot trends (like repeated customer complaints) before they escalated.Cherry on the cake? Attrition dropped 30%: Agents valued transparent, data-driven coaching over subjective reviews.

Effortless QA: 100% Automation Cuts 200+ Hours of Manual Work

The manual QA team was phased out, saving costs and reducing turnover. “AI doesn’t get bored reviewing voicemails,” Tardiff laughs. “It just gets better.” Agents, now empowered with data-driven coaching, improved compliance rates. Even a 2-second efficiency gain per call added up across 150,000 monthly interactions.

60% QA Cost Savings & a Stronger Customer-Facing Team

Today, Kastle is exploring AI’s next frontier: automating routine outbound alerts and expanding conversational intelligence to customer service teams. This allowed them to cut QA team costs by 60%, with staff redeployed to customer-facing roles.“This isn’t just about fixing calls,” Tardiff reflects. “It’s about evolving how we protect people. Level AI didn’t just solve a problem—it reshaped our vision.”

A New Era of Intelligent Security

Kastle Systems’ story is a testament to the power of AI when it’s tailored to real-world needs. By embracing Level AI, they didn’t just streamline QA—they redefined excellence in an industry where every second counts.

As Tardiff puts it: “We’re not just answering calls anymore. We’re building trust, one AI-optimized interaction at a time.”

Level AI and Kastle Systems: Where innovation meets vigilance.