G2 logo

4.7 (200+ reviews)

A smarter alternative to Observe AI

Observe AI automates 20 to 30 percent of scorecard questions using keyword moments. The rest stays with your QA team. Level AI scores the full scorecard with QA-GPT and shows the evidence behind every result.

Automate QA across all interactions (>95%+ accuracy)

Automate QA across all interactions (>95%+ accuracy)

Resolve 65%+ of contacts with voice and chat agents

Resolve 65%+ of contacts with voice and chat agents

Surface customer intelligence from every interaction

Surface customer intelligence from every interaction

Request Demo

Why CX teams choose
Level AI over Observe AI

Why CX teams choose
Level AI over Observe AI

Level AI

Observe AI

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

Strong in speech analytics & QA “moments,”

but not end-to-end

Strong in speech analytics & QA “moments,”

but not end-to-end

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.

Limited coverage with low accuracy from keyword based scoring.

Manual coaching.

Limited coverage with low accuracy from keyword based scoring.

Manual coaching.

NATIVE VOICE AND CHAT AI AGENTS

NATIVE VOICE AND CHAT AI AGENTS

Native voice and chat AI agents with <2s latency, fully integrated with QA and VOC

Native voice and chat AI agents with <2s latency, fully integrated with QA and VOC

Siloed bolt-on Virtual agent with limited integration with rest of the CX stack

Siloed bolt-on Virtual agent with limited integration with rest of the CX stack

REAL TIME INSIGHTS ON 100% INTERACTIONS

REAL TIME INSIGHTS ON 100% INTERACTIONS

AI-discovered themes and concerns down to the 3rd/4th level for root-cause analysis

AI-discovered themes and concerns down to the 3rd/4th level for root-cause analysis

Topic detection limited to predefined topics, with no discovery of new ones

Topic detection limited to predefined topics, with no discovery of new ones

ENTERPRISE INTEGRATION

ENTERPRISE INTEGRATION

Live in weeks, seamless integration with existing contact center stack

Live in weeks, seamless integration with existing contact center stack

Months to go-live, engineering heavy complex implementation

Months to go-live, engineering heavy complex implementation

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

"We had seen similar features in Observe AI, but the results they were returning were incorrect. So that was a massive red flag. Observe AI's offering is not as intelligent as what we saw in Level AI."

Operations Technical Program Manager

Leading Fortune 500 Fintech & Payments Player

"We had seen similar features in Observe AI, but the results they were returning were incorrect. So that was a massive red flag. Observe AI's offering is not as intelligent as what we saw in Level AI."

Operations Technical Program Manager

Leading Fortune 500 Fintech & Payments Player

"We had seen similar features in Observe AI, but the results they were returning were incorrect. So that was a massive red flag. Observe AI's offering is not as intelligent as what we saw in Level AI."

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

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