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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.

Level AI vs. Observe AI: A closer look

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:

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