Quality Assurance for World Class Customer Service

Your agents are your most important brand ambassadors – but quality review and analytics practices lack the sophistication required to effectively review the thousands of calls flooding in per week. 65% of customers cite an agent’s access to knowledge and attitude as the key factors in a good experience, but agents failed to provide an […]

COVID-19 Emergency Unemployment Helpline: First Look

Challenge When government unemployment offices were hit by unprecedented waves of claims following COVID-19 lockdown measures, it became nearly impossible for those in need to get through to an agent. Seeing so many vulnerable people struggle to speak to a human and receive information, Level AI decided to set up an independent unemployment helpline to […]