Why choose Level AI over Cresta?

Level AI implements first-of-its-kind proprietary QA-GPT, intent technology to assess each conversation against your custom scorecard, achieving near-human accuracy. Moreover, the intent modeling plus GPT-based models tag key behaviors in the conversation.

Cresta provides the most basic QA experience that misses essential features like auto-scoring and auto-tagging crucial conversation moments. This results in QA auditors overseeing critical conversation moments. Moreover, Managers have to manually attach snippets to back their manual scores to the conversation.

Level AI’s unique semantic intent engine is capable of accurately tagging hundreds of variations in which intent can be phrased. The setup of the CI and QA system takes minutes vs. days/weeks.

Cresta deploys a keywords-based AI logic creator where users have to manually define triggers in a conversation. This approach is very manual in nature and tends to give false positives.

• QA Case Assignment, to audit cases based on criteria and setup automation
• Calibration capabilities to grade the grader
• Specialized QA reporting

• Calibration not offered
• QA Case Assignment not offered (automated sampling methodology)
• Real-time coaching but no specialized posthoc coaching suite

Contact center quality coaches can 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.

Cresta’s coaching module lacks key features such as periodic sessions, custom action items, continuity, and tracking agent victories, limiting quality coaching opportunities.

Level AI allows QA managers and auditors to review on-screen activities performed by agents during the conversation. Auditors can record multiple screens and wrap up time post-conversation. Using Computer Vision, we also offer dynamic PCI/PII redaction.

Cresta’s limited screen recording capability hinders their ability to differentiate their best agent from the rest of the team. We understand that they might offer a solution, which will require extensive setup configuration to stitch audio and video, and may not support non-voice channels.

Leverage Generative AI to mine 100% of interactions to deliver a deep view of the customer experience, and wants without any setup required. It also unveils proactive real-time hidden trends and emerging themes, getting to the root cause of issues to drive CX and business transformation.

VoC is a unique capability of Level AI. Cresta does offer more generic service intelligence but is not focused on product, sales, operations linked customer insights.