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4.7 (200+ reviews)

The GenAI-native alternative to Playvox's manual QA

Playvox operates primarily as a traditional QA and WFM tool anchored in post-call manual evaluations. Level AI runs quality, voice of the customer, coaching, and virtual agents on one intelligence layer.

Score 100% of interactions with explainable AI models

Score 100% of interactions with explainable AI models

Guide agents mid-conversation with Agent Assist

Guide agents mid-conversation with Agent Assist

Unify QA, coaching, & VoC without manual templates

Unify QA, coaching, & VoC without manual templates

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Why CX teams choose
Level AI over Playvox

Why CX teams choose
Level AI over Playvox

Level AI

Playvox

end to end cx platform

end to end cx platform

Proprietary GenAI-native unified stack with auto QA, voice of customer insights, agent assist and AI agents in one platform

Proprietary GenAI-native unified stack with auto QA, voice of customer insights, agent assist and AI agents in one platform

Traditional QA and workforce optimization point solution; relies heavily on manual processes

Traditional QA and workforce optimization point solution; relies heavily on manual processes

100% AUTOMATED QA,

personalized coaching

100% AUTOMATED QA,

personalized coaching

100% auto QA coverage on both human and AI agent interactions, with 95%+ accuracy.

Personalized coaching plans based on QA scores.

100% auto QA coverage on both human and AI agent interactions, with 95%+ accuracy.

Personalized coaching plans based on QA scores.

Anchored in manual, template-based QA workflows; depends on evaluator rules and limited sampling

Anchored in manual, template-based QA workflows; depends on evaluator rules and limited sampling

REAL TIME INSIGHTS ON 100% INTERACTIONS

REAL TIME INSIGHTS ON 100% INTERACTIONS

Supervised models track trends in known issues + unsupervised models discover new/emerging concerns automatically

Supervised models track trends in known issues + unsupervised models discover new/emerging concerns automatically

Relies on post-call dashboards and manual categorization; lacks unsupervised cross-channel theme discovery

Relies on post-call dashboards and manual categorization; lacks unsupervised cross-channel theme discovery

Native virtual agent

Native virtual agent

Native Voice + Chat AI; seamlessly integrated with QA & VoC

Native Voice + Chat AI; seamlessly integrated with QA & VoC

Provides zero native generative AI virtual agents; focuses purely on tracking human agent performance

Provides zero native generative AI virtual agents; focuses purely on tracking human agent performance

Dynamic agent assist

Dynamic agent assist

Real-time guidance, manager dashboards, live summaries, sentiment alerts

Real-time guidance, manager dashboards, live summaries, sentiment alerts

Relies on post-call coaching dashboards and evaluations; lacks real-time conversational guidance for live agents

Relies on post-call coaching dashboards and evaluations; lacks real-time conversational guidance for live agents

One platform across the entire customer journey

One platform across the entire customer journey

Manage all CX operations on a single platform of shared intelligence

Manage all CX operations on a single platform of shared intelligence

Turn every interaction into action

Connect every customer signal into one intelligence layer for resolution, quality, and CX improvement.

Omnichannel Interactions

Surveys

Customer 360 Data

Support Tickets

CRM Data

Screen Recordings

  • Voice Agent

    resolved

    Internal fund transfer

    Mar 3 · 2:22 PM

    Interactions analyzed

    100%

    full coverage

    iCSAT

    4.2/5

    12.6%

    First Contact Resolution

    34.7%

    20%

    Voice of Customer

    iCSAT

    Customer effort rising

    Recommended Action

    completed

    Duplicate charge identified

    Refund initiated

    Case logged

    Coaching Plan

    live

    Suggested response:

    124313

    Acknowledge customer concern before moving to resolution.

    play_arrow

    0:10

    I understand your concerns, and I'm here to help. Let’s work through this together.

    Virtual Agent

    refund initiated

    I’d like to exchange the blue shirt from my recent order #123

    Got it. I’ve initiated the exchange for a large blue shirt instead of medium. You’ll receive a prepaid return label via email and your replacement will ship as soon as we receive the original item.

    Customer Effort Score

    2.3/5

    14.9%

    Average Handle Time

    8.2m

    5.90%

    Sentiment Score

    8.7/10

    16%

    Auto-QA

    scored

    85%

    PASS

    Empathy

    Professionalism

    Policy disclaimer

    View full coaching plan

    Building Coaching Plan

    AI worker

    AI Summary

    Resolved

    56s

"The rollout of automated QA and optimizing our rubrics and models is big. There's a flywheel of how we are using QA scores to actually influence business and improve our overall customer support ecosystem."

Operations Technical Program Manager

Leading Fortune 500 Fintech & Payments Player

"The rollout of automated QA and optimizing our rubrics and models is big. There's a flywheel of how we are using QA scores to actually influence business and improve our overall customer support ecosystem."

Operations Technical Program Manager

Leading Fortune 500 Fintech & Payments Player

"The rollout of automated QA and optimizing our rubrics and models is big. There's a flywheel of how we are using QA scores to actually influence business and improve our overall customer support ecosystem."

Operations Technical Program Manager

Leading Fortune 500 Fintech & Payments Player

Helping teams improve

Financial Services

Healthcare

Retail

Insurance

Consumer Tech

Enterprise SaaS

Contact Centers

Ecommerce

Financial Services

"In the past... we had to download all of the results and go through call by call... But in Level, I'm doing something similar now and can do it in a couple of hours."

  • "That's been the power of Level for us. It's no longer just debating. These are facts. These are customers' words. It's been incredibly effective and powerful that way."

  • "With Level AI, we were able to save hundreds of thousands of dollars. But the bigger impact is we’ve expanded entry points with customers, and those interactions are delivering revenue through CARE to the business."

  • "In the past... we had to download all of the results and go through call by call... But in Level, I'm doing something similar now and can do it in a couple of hours."

  • “I love how it provides specific examples of the trend that it’s calling out—sometimes that’s incredibly helpful to say, ‘Here’s what customers are saying, and here’s an example call to listen to.’ That’s been really impactful for us.”

  • "We’re not just a service center anymore. With Level AI, we’re proactive, we’re efficient, and above all—we’re compassionate,"

College hunks logo

"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, College Hunks

Corinne Flanagan
Smartsheet logo

"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, Smartsheet

Josh Douglas
Sharecare logo

"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, Sharecare

College hunks logo

"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, College Hunks

Corinne Flanagan
Smartsheet logo

"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, Smartsheet

College hunks logo

"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, College Hunks

Corinne Flanagan
Smartsheet logo

"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, Smartsheet

Josh Douglas
Sharecare logo

"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, Sharecare