Why choose Level AI over Cresta?

Cresta built its name on AI agents — but today’s enterprises need more than that. They need a platform that unifies automation, quality, and customer intelligence end to end. That’s why they choose Level AI over Cresta.

One AI platform for the entire CX pipeline vs fragmented, disconnected tools
Explainable QA, iCSAT, and VoC analytics vs black-box intent and keyword scoring
100% QA automation with proactive insights vs limited "metric oriented" QA that that breaks on complex interactions

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Trusted by customer service leaders across the world

The results with Level AI

25%

increase

in CSAT

45%

increase

in ASAT (Agent Satisfaction)

90%

time

saved in QA monitoring

100%

better

insights into the business

Beyond Traditional AI: How Level AI Outperforms Cresta

Unified CX, Not Fragmented Tools

Level AI connects the entire CX journey — QA, Coaching, VoC, Analytics, Agent Assist, and Virtual Agent — into one intelligent platform while Cresta focuses on helping agents in the moment

Continuously improving AI Agents

Level AI’s native Voice + Chat Virtual Agents are built into the same AI stack, so every conversation feeds continuous improvement. Cresta has AI Agents, but they operate separately from QA and VoC.

100% Auto-QA with explainable AI, not keyword setups

While Level AI’s QA-GPT scores 100 % of conversations with reasoning, evidence, and human-like accuracy Observe AI automates only 20–30 % of scorecard questions using keyword “moments"

Explainable AI That Builds Trust

Every automated decision includes full traceability—sources, policies, reasoning. While Cresta provides dashboards, Level AI shows you exactly why each decision was made, making audits and compliance reviews effortless

Unified CX Stack

One AI stack for all of CX: Auto-QA, VOC, Coaching, Analytics, Agent Assist, and Virtual Agent.

Primarily AI agents & conversation intelligence; add-ons for others

Quality Management

Automates 100% of QA with QA-GPT; explainable, human-level accuracy

Automates fewer scorecards; relies on manual keywords; struggles with open-ended QA

Voice of Customer (VOC)

Discover both pre defined and new topics, Level AI uses AI generated 3rd/ 4th level detection of concerns for root cause analysis at interaction level

Topic and subtopic detection limited to predefined topics, with no discovery of new topics.

Inferred CSAT

iCSAT on 100% of conversations; sentiment-enriched, no survey dependency

No inferred CSAT; depends on post-call CSAT (<3% response)

Virtual Agent

Native Voice + Chat AI built on Level AI’s stack; fully integrated with QA, VoC, CI

AI Agent for real-time assist; limited integration with QA/VoC

Analytics & Insights

Intuitive, visual, proactive CX insights for leaders

Behavior/outcome-based but less flexible and user-friendly

Redaction in Screen Recording

Automated real-time redaction using computer vision

Rule based, non-dynamic PCI/PII redaction on text only

What people are saying about Level AI on G2

Amazing Partnership and Product!

Level AI has been one of the best AI companies I've worked with. Their product speaks for itself and they are amazing at delivering and setting your business up for success. Most of the time when you onboard a new product into your call center there's always something negative about it but we have been with Level for a year now and I can't say anything negative about it.

Kelley Diaz

Administrator

Source:

AI-powered insights for great CX!

LevelAI is a transformative platform that offers insights into how we can improve the employee and customer experience by identifying areas of opportunity. It scores ~100% of interactions across channels and provides data around sentiment, trending topics/sub-topics, and more. This allows us to easily decide where we should focus our human resources to get the most value when conducting VoC and coaching analysis.

Corinne Flanagan

Administrator

Source:

Efficient. Accurate. Level AI

My team's needs focused on quality and CX improvement while reducing cost. LevelAI is helping us to automate repetitive tasks for our agents and their managers - allowing them to focus on the "human touch" and process tasks more quickly. With automated Instascore, call transcription, "tags", etc. we will be able to dramatically improve both the quantity and depth of QA feedback with significantly less manual effort.

Josh Douglas

Executive Director, Contact Center Ops

Source:

Why choose Level AI over Cresta?

The results with Level AI

Beyond Traditional AI: How Level AI Outperforms Cresta

Unified CX, Not Fragmented Tools

Continuously improving AI Agents

100% Auto-QA with explainable AI, not keyword setups

Explainable AI That Builds Trust

Level AI vs. Cresta: A closer look

What people are saying about Level AI on G2

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