Level AI vs. Observe AI

Discover why leading enterprises choose Level AI’s all-in-one AI platform over Observe.AI’s narrow speech analytics and “moment-based” QA tools.

One unified CX platform vs isolated QA and analytics modules
Fully automated QA with explainable AI vs manual, keyword-based scorecards that need constant setup and maintenance

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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 Observe AI

Unified Quality Across All Channels

Level AI applies one quality framework across human agents, agent assist, and virtual agents. This means consistent standards, no quality drift, and audit-ready compliance from day one which is a transformative shift from Observe AI’s separate tools

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"

Proactive Root cause analysis of new issues

While Level AI analyzes every interaction to deliver a complete and authentic view of the customer experience right out of the box with AI generated multi-level categories and customer concerns, Observe AI limits topic detection to predefined themes and does not identify unknown issues.

Explainable AI That Builds Trust

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

End to End CX Platform

One AI stack: Auto-QA, VoC, Coaching, Analytics, Agent Assist, Virtual Agent

Strong in speech analytics & QA “moments,” but not end-to-end

QA & Coaching

QA-GPT (100% Auto QA coverage) with explainable scores & coaching module

Keyword/intent tagging (~40% accuracy); gaps in QA, no robust coaching, manual upkeep

Advanced Voice of the Customer

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 interactions with sentiment trends; no survey dependency

No iCSAT; relies on sparse survey CSAT

Virtual Agent

Native Voice + Chat AI built on genAI stack; fully integrated with QA & VoC

VoiceAI + ChatAI agents, but disconnected from QA & VoC

Analytics & Insights

Intuitive visual analytics; proactive trends + “query builder”

Manual “moment”-based reporting; less proactive

Agent Assist

Real-time summaries, sentiment, contextual guidance

Use cases limited to offline assistance like call notes, No live summary or sentiment in supervisor assist

Ease of Use

Modern, intuitive interface; quick adoption & clear insights

Dashboards often overloaded, harder to navigate

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:

Level AI vs. Observe AI

The results with Level AI

Beyond Traditional AI: How Level AI Outperforms Observe AI

Unified Quality Across All Channels

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

Proactive Root cause analysis of new issues

Explainable AI That Builds Trust

Level AI vs. Observe AI: A closer look

What people are saying about Level AI on G2

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