# Level AI Reviews **Vendor:** Level AI **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.7/5.0 **Total Reviews:** 199 ## About Level AI Level AI is the intelligence and orchestration layer for customer experience. We analyze 100% of customer interactions across voice, chat, email, and messaging to turn unstructured conversations into measurable insights and automation. From Voice of Customer and journey insights to automated quality, real-time coaching, and AI agents, Level AI helps teams improve customer outcomes, operational performance, and profitable growth. ## Level AI Pros & Cons **What users like:** - Users find Level AI to be **user-friendly and customizable** , enhancing their daily productivity and interaction quality. (78 reviews) - Users find Level AI **very smooth and helpful** , efficiently supporting QA processes and enhancing customer interactions. (55 reviews) - Users value the **efficient insights** from Level AI, significantly enhancing coaching and understanding of customer conversations. (43 reviews) - Users value the **accuracy** of Level AI, benefiting from consistent daily stats and automated quality assurance processes. (37 reviews) - Users praise the **intuitive and clean interface** of Level AI, making it easy to analyze performance efficiently. (34 reviews) - Insights (27 reviews) - Artificial Intelligence (26 reviews) - Users value the **exceptional customer support** from Level AI, highlighting its effectiveness in setting up for success. (26 reviews) - Time-saving (17 reviews) - Simple (16 reviews) **What users dislike:** - Users find the **inaccuracy** of Level AI's insights frustrating, affecting their evaluations and overall experience. (23 reviews) - Users experience **slow performance** with Level AI, facing lag in assist features and delayed call ingestion impacting efficiency. (17 reviews) - Users experience **accuracy issues** with AI QA scores, leading to complications and delays in their evaluations. (15 reviews) - Users often face **AI inaccuracy** issues, leading to unreliable transcripts and a lack of trust in the system. (13 reviews) - Users find that **translation accuracy** is inconsistent, leading to misunderstood insights and reliance on manual checks. (13 reviews) - Users experience significant **call issues** , including delays, missing audio, and unreliable AI responses that hinder effectiveness. (10 reviews) - Inaccurate Data Analysis (10 reviews) - Notification Issues (9 reviews) - Poor Understanding (9 reviews) - Scoring Issues (9 reviews) ## Level AI Reviews ### 1. AI Flags Are Helpful, But Global Data Extraction Is Still Manual and Complex **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2026 **What do you like best about Level AI?** The intrgration of AI helps me to be more efficient when conducting reviews. Though it is not always correct, the infromation it flags is helpful and helps me to be more efficient. **What do you dislike about Level AI?** Extracting data is difficult, especially when the account is global. There are a lot of parameters to select in order to extrapolate the information you need, and that is the most difficult part of the process. On top of that, much of the data we need to provide insight has to be pulled manually. **What problems is Level AI solving and how is that benefiting you?** Audits are required and is timecomsuming however with the integration of AI into the software it helps me to complete the audits in a faster time. I am able to access transcripts of the and can exreact various data to assess my agents. ### 2. Efficient QA Notifications, But Needs Scoring Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Tarrick W. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2026 **What do you like best about Level AI?** I appreciate the notifications at the top that let me know once I've gotten a new score. It helps me by letting me know once a review is ready. The initial setup was quite easy with the SSO login. **What do you dislike about Level AI?** AI QA scores at times are not accurate, and they need to be more tailored towards our company's score sheets. **What problems is Level AI solving and how is that benefiting you?** I use Level AI to review QA results and it provides details on my performance in interactions. I appreciate the notifications alerting me when a review is ready, which adds to its value. ### 3. My Level Ai Experience! Very Efficient! Room for **Rating:** 3.5/5.0 stars **Reviewed by:** Stacey-Ann C. | Snr. Customer CARE & Marketing Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2024 **What do you like best about Level AI?** The tool is now being used for quality evaluations within my organization which make contacts easier to evaluate and allows frequent use without issues. It is very easy to use. Level AI helps to capture real time interactions across different channels such as email, chat and phone support. It is most times accurate and very efficient! It gives you the opportunity to add detailed feedback to support the growth of agents. It is a great QA tool and I like the concept. Never had the need to contact customer support. **What do you dislike about Level AI?** While Level AI is efficient, there are a few areas that could be improved. The notification of an evaluation seems to be delayed. The layout can be revised to make it easier to find information as it feels overcrowded and may cause confusion. I also noticed that scoring isn't always accurate due to language barrier within the system which results in an inaccurate score. **What problems is Level AI solving and how is that benefiting you?** Ai helps with increasing the number of contacts being evaluated and this increases productivity which is extremly good for business. The tool helps with providing feedback frequently to aid in the growth and development of agents as we continue to learn the new score card requirements. ### 4. Level AI is a game changer to a modern work environment. **Rating:** 5.0/5.0 stars **Reviewed by:** Arianne V. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Level AI?** As agents, having access to our call recordings and QA audit details is an invaluable resource. These tools not only allow us to assess where we currently stand in terms of call quality, but also provide insights on how we can continuously improve. Reviewing our calls helps us identify strengths and areas for growth, particularly in enhancing our communication skills and refining our approach during customer interactions **What do you dislike about Level AI?** AI evaluation is a helpful tool, and I understand that this feature in Level AI is still evolving. As with any new technology, there’s ongoing development to make it more accurate and effective. At present, AI tends to evaluate calls in a very literal manner. For example, in the hold etiquette rubric, if the system does not detect the exact word "hold," it may mark the agent down even if the agent clearly asked permission using alternative phrases such as, "Can you stay on the line while I try to reach out to your caterer?" This shows how the current AI model may not yet fully capture context or variations in language. Also, AI sometimes flags calls that go beyond 12 minutes, regardless of complexity. In reality, certain calls involve uncontrollable factors or intricate issues that naturally require more time. For this reason, it might be more effective if AHT (Average Handle Time) is not strictly used as a markdown criterion, as each interaction varies depending on the situation. I believe with continuous refinement, AI evaluation will become more flexible and accurate in recognizing context, tone, and intent, helping both agents and quality teams achieve more balanced assessments. **What problems is Level AI solving and how is that benefiting you?** While Level AI currently has some limitations in terms of how it detects and evaluates certain aspects of a call, these challenges have also given us the opportunity to adapt. As a result, we’ve become more flexible and mindful in our interactions, which helps us continuously deliver quality calls. By understanding how AI evaluates conversations, we’re able to adjust our approach in real time—ensuring clarity, compliance, and a better overall customer experience ### 5. A Smart Tool for QA Insights and Coaching **Rating:** 4.0/5.0 stars **Reviewed by:** Anne T. | Trainer, Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Level AI?** Level AI provides a smart and efficient way to evaluate customer interactions with features like sentiment analysis, conversation tagging, and coaching tools. It’s intuitive and helps save time by highlighting key trends and areas of opportunity across multiple conversations. It also makes it easier to track agent performance and identify where additional training or support is needed. **What do you dislike about Level AI?** At times, the sentiment detection or tagging can be slightly off, especially with nuanced conversations or complex cases. There can also be occasional lag when navigating large volumes of data or switching between features, but it’s manageable overall. **What problems is Level AI solving and how is that benefiting you?** Level AI helps solve the challenge of efficiently and accurately evaluating large volumes of customer interactions. It automates key parts of the QA process through sentiment analysis, auto-tagging, and conversation insights, which significantly reduces manual workload. This allows me to focus more on coaching opportunities and agent development rather than spending hours reviewing tickets. It also helps identify recurring customer issues, process gaps, and training needs quickly—ultimately leading to better service quality and team performance. ### 6. Miko Borja's Honest Review of Level AI **Rating:** 5.0/5.0 stars **Reviewed by:** Mhikeleonie B. | Training Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Level AI?** What I like the best is the accessibility of Level AI. It's so easy to navigate it. The accurate captioning of every recorded phone call is a highlight too. Our customers are so happy because we can easily review every interaction and we use this Level AI everyday. Liberty has been integrated to our tool and it's very easy. We have implemented a lot of processes and Level AI was able to cover it. We supported our customers a lot better now because of Level AI. **What do you dislike about Level AI?** As of now, I don't see anything wrong with Level AI but it would definitely be a lot better if Level AI will have a dark mode version for aesthetic and visual health too. But nonetheless everything is good. **What problems is Level AI solving and how is that benefiting you?** It is solving our difficulties to uncover a lot of recordings from our associate's conversation. Even the hardest of slang can be understood by Level AI it has an automatic deletion of customer's personal information too. No names, no numbers, and no card details on every recording. We are doing our weekly Quality Audit Calibration in Level AI and it's really a one-stop-shop for everyone. ### 7. Absolutely thrilled to share my experience with Level AI! **Rating:** 5.0/5.0 stars **Reviewed by:** Suzan M. | Quality Assurance Rep, Mid-Market (51-1000 emp.) **Reviewed Date:** September 24, 2024 **What do you like best about Level AI?** This generative AI tool has completely transformed the way our organization handles scoring across all communication channels—calls, chats, and emails. The accuracy is nothing short of impressive, consistently hitting near 100% across our custom scorecards. It’s like having a super-efficient team member who never misses a detail! What I love most is the seamless integration into our existing workflows. It saves us countless hours of manual scoring, allowing our team to focus on what really matters—providing exceptional service to our customers. Plus, the insights generated help us identify areas for improvement and celebrate our wins. **What do you dislike about Level AI?** While Level AI is impressive, there are a few areas where it could improve. Occasionally, the AI might struggle with nuanced conversations or context-specific scoring, which can lead to minor inaccuracies. **What problems is Level AI solving and how is that benefiting you?** Before using Level AI, our team spent countless hours manually scoring calls, chats, and emails. Now, the AI automates this process with near-perfect accuracy, allowing us to save time and reduce human error. ### 8. Level Ai **Rating:** 5.0/5.0 stars **Reviewed by:** Marc F. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** One of the standout features of Level AI is its powerful AI-driven conversation intelligence that allows quality assurance and customer experience teams to work more efficiently and insightfully. What I like best is how the platform automates and streamlines QA audits at scale, providing a high degree of accuracy in detecting intent, sentiment, and compliance issues across customer interactions. The user-friendly interface makes it easy to filter, search, and analyze call or chat transcripts, helping teams pinpoint coaching opportunities or policy violations without combing through endless recordings. Its customizable scorecards and AI recommendations also make evaluations consistent while offering flexibility for different team standards. Another strong point is the real-time insights that allow teams to react quickly to emerging trends, whether it's a product issue or a gap in agent training. The integration capabilities with CRM and ticketing systems further enhance its functionality, making it a central hub for operational and customer intelligence. Lastly, Level AI continuously improves its models based on feedback and use cases, making it a dynamic tool that evolves with the needs of growing support or sales teams. **What do you dislike about Level AI?** While Level AI offers impressive capabilities in conversation intelligence and QA automation, there are areas where it could improve to provide a smoother and more complete user experience. The reporting and analytics dashboards, while informative, could benefit from deeper drill-down options and more customizable views. For teams that rely heavily on data slicing, this can sometimes limit actionable insights without additional manual work. Despite these challenges, Level AI remains a strong platform—but with further refinement, especially in usability and accuracy, it could become even more powerful for teams at scale. **What problems is Level AI solving and how is that benefiting you?** Level AI addresses one of the biggest challenges in customer support operations: scaling quality assurance without sacrificing accuracy or insight. Traditionally, QA teams could only manually review a small sample of customer interactions, often missing critical trends or performance issues. Level AI solves this by enabling automated, AI-powered auditing of 100% of interactions, whether through chat, email, or voice. This helps in multiple ways. First, it saves significant time and resources, allowing QA teams to focus more on coaching and less on manual scoring. Second, it ensures consistent, unbiased evaluations, removing subjectivity that often varies across human auditors. It also helps in identifying compliance risks and policy violations in real-time, improving both operational efficiency and customer trust. Another key problem Level AI solves is the lack of visibility into agent performance and customer sentiment. With smart tagging, intent detection, and trend analysis, the platform uncovers patterns that would be hard to spot manually—like frequent customer frustrations, recurring product issues, or training gaps. This allows leaders to make data-driven decisions faster. In summary, Level AI helps us improve quality, consistency, and speed in evaluating customer interactions. This directly supports better coaching, increased customer satisfaction, and overall stronger team performance. ### 9. Efficient. Accurate. Level AI. **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle R. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** What I like best about Level AI is how it combines AI-driven insights with human-level understanding. It doesn’t just flag issues — it highlights trends, sentiments, and coaching opportunities in a way that’s actionable and easy to digest. The interface is intuitive, and the ability to customize QA rubrics, auto-score interactions, and dig into call transcripts has made our quality assurance process faster, smarter, and more consistent. It's like having a tireless QA analyst working 24/7. **What do you dislike about Level AI?** Level AI’s been super helpful, but it’s not perfect. Sometimes the sentiment analysis misses the mark, especially in tricky or sarcastic conversations. It also took a bit of time to get the hang of some features. Still, overall, it gets the job done pretty well. **What problems is Level AI solving and how is that benefiting you?** With auto-scoring and smart search features, we’re able to catch patterns, coach agents faster, and actually focus on quality instead of just checking boxes. It’s also great for spotting customer pain points we might’ve missed before. Basically, it’s making our QA process way more efficient and insightful. ### 10. Level AI Feedback **Rating:** 5.0/5.0 stars **Reviewed by:** Grace L. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** As a Team Lead, what I like best about Level AI—aside from having access to all of my associates' interactions—is the Analytics feature. I particularly appreciate the summary view of my team's monthly QA performance, which includes both Manual scores and Instascore. It gives me a clear and efficient way to monitor trends, identify coaching opportunities, and recognize top performers. Level AI also helps streamline our quality assurance process by allowing us to pinpoint recurring issues and improve our call handling efficiency. The ability to filter by category or sentiment makes it easier to drill down into specific areas of concern. Overall, it empowers me to make data-driven decisions, provide more targeted feedback, and drive continuous improvement across the team. **What do you dislike about Level AI?** There’s nothing I can specifically say that I dislike about Level AI—it’s been a great tool overall. However, there is one area I believe could be improved. Adding more customization options for reports or dashboards would make it even more powerful, especially for team leads who need quick, tailored insights to manage performance more effectively. **What problems is Level AI solving and how is that benefiting you?** One of the biggest challenges we used to face was the time-consuming process of manually reviewing interactions. With Level AI, we can now access all agent interactions in one place and easily monitor quality through both Manual QA scores and Instascore. ### 11. Beyond the Platform: A Partnership That Powers Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Emerson F. | Customer Support Associate II, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** Level AI has significantly enhanced our QA and coaching processes, providing a platform that is both robust and adaptable. What truly sets Level AI apart is their exceptional responsiveness and their commitment to customizing the solution to meet our unique requirements. From tailored scorecards and workflow configurations to controlled feature access, their collaborative approach fosters a genuine sense of partnership. **What do you dislike about Level AI?** The user interface is intuitive, the AI models demonstrate high accuracy, and their product roadmap clearly reflects an ongoing commitment to customer feedback and long-term success. While the core analytics and dashboards are valuable, there are moments when the data reporting feels somewhat rigid—particularly when attempting to drill down in more nuanced or customized ways. However, the Level AI team has been consistently open to feedback and is actively working to enhance the flexibility of their reporting tools. **What problems is Level AI solving and how is that benefiting you?** Level AI is helping us solve some real pain points we faced in our QA and coaching workflows. Before, reviewing calls was a manual, time-consuming process that made it hard to keep up as we scaled. It was easy to miss patterns or coaching moments, and feedback sometimes felt delayed or inconsistent. With Level AI, we’re able to quickly surface the conversations that matter, identify where agents need support, and deliver feedback that’s timely and actionable. The AI is accurate, the platform is easy to use, and it’s helped us create a more consistent and fair experience for our team. Overall, it’s made our QA process more efficient and helped us support our agents in a much more meaningful way. ### 12. Level Ai **Rating:** 5.0/5.0 stars **Reviewed by:** Nicola S. | Learning Professional, Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Level AI?** One of the things I like best about Level AI is how intuitive and user-friendly the platform is. It makes it easy to review customer interactions, identify trends, and gain insights without having to go through hours of manual work. The smart tagging and AI-driven insights help pinpoint coaching opportunities and areas for improvement much faster. It also allows teams to focus on quality and customer experience by saving time on routine tasks. Overall, it supports better decision-making and helps teams become more efficient and data-driven. **What do you dislike about Level AI?** While Level AI is a helpful tool, one area I believe could be improved is the accuracy of intent recognition and tagging. At times, the system may miss the context of a conversation or tag interactions incorrectly, which can affect the quality of insights. Additionally, it would be helpful if the platform offered more customization options for dashboards and reports to better match team-specific goals. These are not major issues, but improvements in these areas would make the tool even more effective. **What problems is Level AI solving and how is that benefiting you?** Level AI helps solve the problem of manually reviewing large volumes of customer interactions. Before using the tool, it was time-consuming to identify trends, coaching opportunities, or quality issues. Now, Level AI automatically analyzes conversations, highlights key themes, and flags potential concerns. This saves time, increases accuracy, and allows us to focus more on coaching and improving the customer experience. It also helps us track performance more effectively, making it easier to support team development and meet business goals. ### 13. How Level AI has been a huge help in my daily task. **Rating:** 5.0/5.0 stars **Reviewed by:** Amielyn M. | Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Level AI?** As a QA Analyst, Level AI has been a game-changer in my daily tasks. It helps me quickly review interactions, identify key quality issues, and streamline the entire QA process. The platform is user-friendly, accurate, and saves me a lot of time. If you're looking for a tool that improves efficiency and supports continuous improvement, I highly recommend giving Level AI a try. **What do you dislike about Level AI?** As a QA Analyst, Level AI has been a huge help in streamlining my daily tasks. It makes reviewing interactions more efficient, helps identify quality gaps, and ensures we maintain high standards across the board. The AI accuracy and insights have definitely improved my workflow. One thing I would like to see improved is the system speed — at times, it can lag, especially when handling larger data sets. However, despite that, the overall benefits far outweigh the occasional delays. If you're looking for a reliable QA tool that boosts efficiency and supports continuous improvement, I definitely recommend trying Level AI. **What problems is Level AI solving and how is that benefiting you?** Level AI is solving several key challenges in the QA process, especially around efficiency, consistency, and visibility. Traditionally, reviewing customer interactions and identifying areas for improvement is time-consuming and prone to human error. Level AI simplifies this by automatically analyzing conversations, flagging quality concerns, and providing actionable insights. ### 14. Powerful platform with strong customization and partnership **Rating:** 4.5/5.0 stars **Reviewed by:** Anastasia L. | Director of Global Support Services, Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2025 **What do you like best about Level AI?** Level AI has elevated our QA and coaching workflows while offering impressive flexibility and support. What stands out most about Level AI is their team’s responsiveness and willingness to tailor the platform to fit our specific needs. Whether it's customizing scorecards, workflows, or feature access, their collaborative approach makes it feel like a true partnership. The interface is clean, the AI models are accurate, and their roadmap clearly reflects customer feedback. It’s clear they are invested in our long-term success. **What do you dislike about Level AI?** Some aspects of the data reporting can feel a bit rigid or complex when trying to drill down in the exact way I want. While the dashboards are helpful, I occasionally find myself wishing for more flexibility in how I slice and filter data to tell the right story. That said, the Level AI team is receptive to this kind of feedback and has been continuously improving their analytics capabilities. **What problems is Level AI solving and how is that benefiting you?** Level AI is helping us solve several key business problems around quality assurance, consistency, and scalability. By automating a large portion of our conversation reviews, we're no longer limited by manual QA bandwidth. This means we can evaluate a much higher volume of interactions, giving us a more accurate picture of agent performance and customer sentiment. The platform also helps surface coaching opportunities that might otherwise go unnoticed, allowing us to provide targeted, timely feedback. This improves both individual performance and overall customer experience. From a leadership perspective, Level AI’s insights have made it easier to identify systemic issues, track progress on key metrics, and align our QA practices across regions and teams. It's reduced time spent on manual tracking and increased our ability to make data-informed decisions at scale. ### 15. Far better than our last system and very user friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Meagan F. | Supervisor I, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Level AI?** I like that it's easy to get the transcript and also hear the contact at the same time. I like that it's really easy to change the speed so I can skip through a call fast if the customer is speaking slowly. I like all the different filters and ways to search for contacts. **What do you dislike about Level AI?** Wish we had screen recordings. I miss that from Calabrio, I need to see where they are clicking around. Also sometimes the order number is hidden! I need to pop out the side tray to access the order number **What problems is Level AI solving and how is that benefiting you?** It helps me filter down to customers that don't have a positive sentiment so I can see how the agents are handling more escalated calls. I can also search for profanity, or specific key words. I can also search just by order number and that's so handy because then I can listen to all the calls the customer made about that order- not just about the one agent I've searched for. ### 16. Efficient and helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Rowan H. | Quality Assurance Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI allows our team to efficiently review sales calls and provide quality feedback to sales representatives in a timely manner. Our sales team has also found value in the integrated training features of Level AI, such as coaching sessions and the call library. Overall, the platform is very user friendly and is easy to train new employees on. **What do you dislike about Level AI?** There are sometimes data transfer issues, and it seems like lately with the patch updates there are unintended consequences that can break something we have set up. Luckily we're able to get any issues reported quickly to our Level AI contact and they are dealt with promptly. **What problems is Level AI solving and how is that benefiting you?** Level AI allows us to solve efficiency problems. The system decreases time spent on QA reviews. Also, we're able to have multiple different types of reviews kept in one platform in order to make it easier for our sales reps to review feedback across call evaluations. ### 17. Excellent Tool to Perform QA on Our Business Calls **Rating:** 5.0/5.0 stars **Reviewed by:** John G. | Senior Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI excels in automating QA solutions for our contact center. Its platform has allowed us to address both rep and customer issues much more efficiently through use of the audio/video capture as well as transcripts. In addition, QA is now performed on 100% of our calls and captured in easy-to-use rubrics. We've built out a variety of reports and graphs to help monitor trends and other performance-related stats on our reps. The accuracy of the transcripts is amazing, exceeding 95% overall. The staff at Level is very collaborative and open to new ideas to improve the platform. Additionally, updates and system enhancements are communicated clearly and contain links for gain more information as needed. **What do you dislike about Level AI?** No downsides to speak of. Its been an amazing tool to us since it was implemented. Its provided insights that we would have had no knowledge of previously. **What problems is Level AI solving and how is that benefiting you?** It performs analysis of every conversation that occurs in our contact center. The graphs have provided us insights into call disposition accuracy, talk time, use of rebuttals, sentiment and a host of other areas. Everything is organized on clean dashboards that can be filtered in a variety of ways to help sort the outputs. Also, the coaching and calibration tools are very useful in helping us stay organized in these areas. Its nice to have everything stored in one place. ### 18. Made coaching way easier and more effective! **Rating:** 5.0/5.0 stars **Reviewed by:** Matt W. | Inbound Business Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Running a sales team that takes upwards of 200-300 calls a day makes for difficult coaching. While call reviews have always been an important part of the development of our reps, the time spent to find "good" coaching calls was strenuous. Since we have had Level, it has made finding the best and worse calls to coach on way easier. Going hand in hand, being able to set up easy coaching sessions to cover calls with reps makes for effective and organized coaching. **What do you dislike about Level AI?** Sharing calls with reps could be smoother. There are ways to do it, but I was really hoping to be able to listen to a call, share that call with the rep and have them reply to my feedback. There is a work around for this though. **What problems is Level AI solving and how is that benefiting you?** AI is helping us identify the calls where coaching can have the biggest impact. The rubrics make it easy to pinpoint where specific reps are doing or not doing what we know brings results. ### 19. Informative **Rating:** 5.0/5.0 stars **Reviewed by:** Shanoy C. | Care Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** It is very easy to use and navigate. The information is easy to understand and provides valuable feedback to enhance customer support. What I like most about Level AI is its powerful conversation intelligence tools — the ability to analyze customer interactions in detail helps improve service quality and team performance. The user interface is also intuitive, making it easy to navigate and gain insights quickly. **What do you dislike about Level AI?** What I like least is that some features, like call tagging or sentiment analysis, may require fine-tuning to match specific use cases or industries more accurately. There can also be occasional delays in processing large volumes of data. **What problems is Level AI solving and how is that benefiting you?** Level AI is solving the problem of manual quality assurance and limited visibility into customer interactions. By automating conversation analysis, it helps identify coaching opportunities, track compliance, and spot trends across support teams. This saves time, improves agent performance, and ensures a more consistent customer experience — all of which directly benefit me in delivering better service and making data-driven improvements. ### 20. Game-Changer for Our QA Process! **Rating:** 5.0/5.0 stars **Reviewed by:** Novel P. | Customer Support Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** It automates our QA process without compromising quality in each of its scans. Instascore accurately flags calls that needs urgent attention for coaching. It saves me hours of manual work and makes my coaching more data-driven. This tool is also very easy to use and the UI is very intuitive, I don't have much knowledge going into LevelAI but it took me no time to be familiar with most of the features. **What do you dislike about Level AI?** The transcription accuracy sometimes struggles with background noise or if there's overlapping voices. **What problems is Level AI solving and how is that benefiting you?** I have 13 associates and I admit that it's challenging to scan each of their calls to have a fruitful idea of my team's overall call quality. This is where LevelAI helps me truly. It solves the problem of reviewing large number of calls and giving accurate results by identifying key behaviours such as policy adherence, soft-skills, and other areas in need of coaching. ### 21. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Jed R. | Customer Support Specialist II, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2025 **What do you like best about Level AI?** What I appreciate most about Level AI is its powerful combination of advanced AI capabilities and user-friendly interface. It does an excellent job at surfacing actionable insights from customer interactions, helping our team improve agent performance and enhance customer experience. The intent detection and sentiment analysis are especially accurate, and the customizable dashboards make it easy to track KPIs. I also value how responsive their support team is and how frequently the platform receives thoughtful updates based on customer feedback. **What do you dislike about Level AI?** Sometimes it's latency, but I totally understand that it needs time to update. But over-all its efficient. **What problems is Level AI solving and how is that benefiting you?** Level AI is helping us solve key challenges in understanding and improving customer interactions at scale. Before using the platform, it was difficult to analyze 100% of our support conversations, which meant we were missing critical insights. With Level AI, we can now automatically evaluate interactions, identify coaching opportunities, and detect emerging issues in real time. This has led to improved agent performance, faster resolution times, and a more consistent customer experience. It's also reduced the manual workload on our QA team significantly, allowing them to focus on strategic initiatives rather than routine auditing. ### 22. Friendly LevelAI **Rating:** 4.0/5.0 stars **Reviewed by:** Ivana R. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 02, 2025 **What do you like best about Level AI?** It is easy to understand and to navigate. It is also making my life easier to generate a report for our audits. I just need to make sure my filter is correct and levelAI will generate the data/reports true analysis and I will be able to use it for my reporting. Additionally, it is easy to export data that I need to accomplish my daily task and also give us filters in what we want to see in our data when we export it. **What do you dislike about Level AI?** Sometimes, the export took too much time to receive in our email. Additionally, it is always asking me to sign in every now and then. **What problems is Level AI solving and how is that benefiting you?** The levelAI is providing transcripts on interactions so if it is hard to understand the transcript is very useful. Additionally, it is hiding any sensitive informations. ### 23. AMAZING IA TOOL THAT WILL SIMPLIFY YOUR LIFE AND WORK! **Rating:** 5.0/5.0 stars **Reviewed by:** Elmer D. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Level AI?** I work in the call center industry, and it helps me to transcribe the conversation I'm handling with the customer. Also, provide me details or suggestions of what to do in every task. This tool is amazing and helps me to make the thing easier. **What do you dislike about Level AI?** I like the tool now, so there is no issue with it at all. **What problems is Level AI solving and how is that benefiting you?** It helps us to have a better idea of what the customer, in the other side of the call, is requesting. Due to the AI feature, the conversation is being shown and give us a better idea of what the person is saying. Also, it is giving us some ideas of how to solve the issue while the customer is giving info. ### 24. Wonderful experience **Rating:** 5.0/5.0 stars **Reviewed by:** Daniela B. | Customer Service Operation, Mid-Market (51-1000 emp.) **Reviewed Date:** September 25, 2025 **What do you like best about Level AI?** The design is clean and user-friendly, making it easy to navigate through the site. One of the standout features is how straightforward the steps are. Whether accessing features or completing tasks, each step is clearly outlined and easy to follow. The intuitive layout ensures that even first-time users can get started without any confusion. We were pleased with the overall experience. **What do you dislike about Level AI?** Sometimes there are issues in the application and you can't check the task. **What problems is Level AI solving and how is that benefiting you?** It is to check the quality of my work or conversation with customers. ### 25. Level AI: Smart QA and Insights That Drive Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Quennie G. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** What I like best about Level AI is its AI-powered conversation analysis. It automatically highlights coaching moments, flags issues, and provides deep insights without needing to manually review every interaction. Saving time and making quality assurance more effective. **What do you dislike about Level AI?** What I dislike most about Level AI is that its AI accuracy can vary, sometimes misidentifying sentiment or key moments, meaning manual review is still necessary. Also, the setup process can be complex, especially when integrating with multiple communication platforms, requiring extra configuration and time. **What problems is Level AI solving and how is that benefiting you?** Level AI solves the problem of manual and time-consuming quality assurance by using AI to automatically analyze customer conversations, detect issues, and highlight coaching opportunities. This helps us save time, improve agent performance, and ensure consistent service quality, all while scaling QA efficiently. ### 26. How Level.ai Transformed Our QA Process **Rating:** 4.5/5.0 stars **Reviewed by:** Greg W. | Director of Quality, Compliance and Survivability, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level.ai has drastically reduced the need for time-consuming, manual quality assurance processes. It automatically flags conversations for review based on configurable criteria, improving both speed and accuracy. The platform identifies high-risk or low-quality interactions, allowing the team to prioritize what matters most. **What do you dislike about Level AI?** No ability to bulk-add conversations to a library PCI masking in spanish can have errors **What problems is Level AI solving and how is that benefiting you?** Level.ai has significantly streamlined our QA operations. By automating large portions of our quality assurance workflows, we've not only improved consistency in our evaluations but also drastically reduced the time spent on manual audits. The platform’s intelligent capabilities have helped our team focus on higher-impact areas while maintaining a high bar for quality and compliance. It's become a core part of how we ensure excellence at scale. ### 27. Great tool to Utilize **Rating:** 4.5/5.0 stars **Reviewed by:** Jamila H. | CSR, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Time-Saving Automation: QA tasks that took hours can now be done automatically, freeing up QA teams. Rich, Actionable Insights: Managers get data-backed insights for training and operational improvements. Improved Agent Performance: Real-time assist and feedback loops lead to better customer outcomes. Scalable & Customizable: Works well for growing teams and can be tailored to different industries. **What do you dislike about Level AI?** Steep Learning Curve: New users may take time to adapt to the dashboards and feature set. Integration Gaps: May require custom development for niche CRM or legacy systems. Premium Pricing: Could be expensive for small teams or startups with limited budgets. Niche Focus: Primarily useful for customer support—not a cross-departmental tool. **What problems is Level AI solving and how is that benefiting you?** Makes Contact Qaulait easier to grade ### 28. Level AI work smarter, improve performance, and deliver better service. **Rating:** 5.0/5.0 stars **Reviewed by:** Mara T. | Customer Service Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** eal-Time Agent Assist Agents love having real-time help during calls or chats — it pulls up relevant knowledge base articles or scripts instantly based on the conversation. It reduces the need to put customers on hold or escalate. **What do you dislike about Level AI?** Latency or Performance Issues Occasionally, users report that real-time assist or search results lag, especially during high-volume periods, which affects the agent experience. **What problems is Level AI solving and how is that benefiting you?** Level AI helps us work smarter, not harder. It removes guesswork, speeds up coaching, and gives both agents and managers the tools to constantly improve. ### 29. A Valuable Performance Tracking Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** Level AI has been easy to implement within our workflow, and the integration into our existing systems was seamless. I use it frequently—almost daily—to monitor my team's performance. It offers a rich set of features such as chat and call reviews, saved filtered data, and cross-site performance comparisons, which have proven essential for my coaching sessions and spot checks. I especially like that I don't have to input the same filters repeatedly—this convenience significantly boosts my efficiency. Additionally, customer support has been responsive the few times we’ve reached out, which adds to the overall positive experience. **What do you dislike about Level AI?** Although it's packed with great features, Level AI occasionally faces minor technical issues, such as missing columns or temporary unavailability of service. These hiccups can be inconvenient, especially when I need to review data on short notice. Still, considering how well it integrates with our processes and how much we rely on it, I believe these are areas for improvement rather than deal-breakers. **What problems is Level AI solving and how is that benefiting you?** Key issues with coaching consistency and performance tracking are resolved with Level AI. Instead of requiring manual labor or several tools, it enables me to effortlessly monitor associate interactions—both phone and chat—across various platforms. With centralized access to QA scores, conversation history, and sentiment analysis, I’m able to quickly identify coaching opportunities, performance trends, and recurring issues. It also solves the problem of data accessibility and accuracy by storing filtered and categorized insights, which saves time and removes the need to reconfigure filters during every session. As a result, it supports more efficient QA reviews, better-informed coaching conversations, and faster turnaround on feedback—all of which benefit my team’s growth and performance. ### 30. BEST CALIBRATION SOFTWARE **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** QA scores and agent performance metrics are tracked automatically. It helps QA teams scale massively while still being fair, data-driven, and consistent. **What do you dislike about Level AI?** Use Call Data to Inform Enablement Don’t just use LevelAI for QA—use insights to design targeted training sessions, playbooks, or talk tracks. Example: If agents struggle with pricing objections, create a micro-module around it based on real conversations. **What problems is Level AI solving and how is that benefiting you?** Manual QA Limitations Before Level AI, QA was time-consuming, subjective, and covered only a small % of total interactions. Now, Level AI auto-scores and flags 100% of conversations, dramatically improving QA coverage and consistency. Visibility into Customer Experience Trends It was difficult to spot patterns like repeat product complaints, policy confusion, or churn risk early. Level AI’s tagging and sentiment tools help surface emerging CX issues in real-time. Delayed Feedback Loops Agent feedback and coaching often came too late to be impactful. With Level AI, feedback can be delivered quickly and backed by concrete examples, improving coaching effectiveness. Lack of Standardization Different managers had different interpretations of “quality.” Level AI enforces standardized rubrics and evaluations, making scoring fairer and easier to scale. Missed Opportunities for Training Identifying knowledge gaps across teams was manual and reactive. Level AI highlights common agent errors or misunderstood policies, helping build more targeted enablement plans. ### 31. A Must-Have for Coaching at Scale **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** Level AI’s ability to surface coaching opportunities automatically is a total game-changer. The platform doesn't just transcribe — it understands intent, sentiment, and even compliance misses without me having to dig through endless call recordings. The Smart QA features save hours each week, and I love how I can set custom rubrics that reflect our team’s actual KPIs. The search function is also incredibly intuitive — whether I’m looking for a specific call, keyword, or trend, Level AI makes it easy to drill down and take action. It’s like having a supercharged QA analyst on the team 24/7. **What do you dislike about Level AI?** While the platform is powerful, the learning curve can be a bit steep at first — especially when setting up custom QA forms or diving into the analytics dashboards. Some filters can feel a little clunky or overly sensitive, pulling in calls that don’t quite match the intent. Also, while the transcription is generally strong, it occasionally misinterprets customer accents or agent names, which can throw off accuracy in scoring or tagging. It would be helpful if there were a quicker way to correct or flag these in-platform. **What problems is Level AI solving and how is that benefiting you?** Level AI makes it incredibly easy to find calls that match specific behaviors we want to coach — like empathy, process adherence, or de-escalation. Instead of spending hours digging through calls manually, I can surface the exact examples I need in minutes. This has significantly streamlined my coaching process. I'm now able to give more targeted, behavior-specific feedback backed by real interactions, which helps agents improve faster. On average, I’ve cut my call review time by over 50%, and we’ve seen noticeable improvements in QA scores and agent confidence across the board. ### 32. An amazing tool that can be used by everyone in any business small to large! **Rating:** 4.0/5.0 stars **Reviewed by:** aviva c. | Animal Care Associate, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI is super intuitive and easy to use and really helps me come up with real life and helpful solutions to better my business and the life of my customers as well as our communications! I am really grateful something like this exists because as a small business owner it can be hard enough tackling business on my own. I highly recommend anyone in business or thinking of starting their own business to get this tool! **What do you dislike about Level AI?** I would say it takes a little time to learn your style and communication preferences there is a bit of a learning curve. **What problems is Level AI solving and how is that benefiting you?** It’s solving how I communicate with my customers And respond to their inquiries as well as concerns. It helps and benefits me because not only does it save me time but also headaches so if my initial response isn’t super effective or clear or respectful the tool helps me to be more professional. ### 33. Great product and team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** We implemented Level AI for our mid-market sized customer service team in 2024 and have been throughly satisfied. The solution has enabled our QA's to concentrate their efforts where needed, allowed us to keep QA headcount level and improved performance insights. The Level AI team has been a true partner and adapts to changing needs without pushback.Two specific examples were when we changed phone systems and later changed elements of the Salesforce integration source. We currently have Level AI integrated with Genesys Cloud and Salesforce. **What do you dislike about Level AI?** Some words specific to our industry have been difficult for the AI to learn which sometimes result in a missed rubric point and our team needs to manually override. The AI is however, constantly learning and improving. **What problems is Level AI solving and how is that benefiting you?** Level AI has succeeded in our three main goals for using it: 1. Grow our team at scale. QA is a central component our service delivery and industry reputation. Utilizing Level AI has reduced our need to hire additional QA's, while providing a powerful tool for the people we have. 2. Proactive QA. Our QAs are now alerted to the customer service interactions that need their attention, as opposed to previously searching random calls to review. 3. Reporting for the management and agent levels is more clear and accessible. ### 34. Amazing Tool and exceptionally helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Gopal R. | Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** The best thing is, it automatically does the work of all the QA team and also helps me that I can calculate and find out how the agents are performing and how they are able to present the data. **What do you dislike about Level AI?** I felt the tool is bit difficult to navigate and search. We need to have a proper training on that. How about it has a auto help option and guide what is needed. or let us know how to find if we need anything from the data. **What problems is Level AI solving and how is that benefiting you?** It helps to know how the agents are doing and how they are able to do better and tells me how they are doing. ### 35. Great Solutions for Customer and Internal Facing AI **Rating:** 5.0/5.0 stars **Reviewed by:** Chad M. | Solution Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI provides outstanding solutions for customer facing AI Chat and Voice. The ability to leverage 100+ languages and the ability to translate is amazing. I have presented Level AI for both customer facing and internal HR applications. The Level AI team does an fantastic job of presenting and demoing their products. Most importantly the customers love the flexibility and quick go to market, all supported with tremendous customer service. **What do you dislike about Level AI?** Level AI is designed for the Mid-Market and Enterprise customer. Smaller customers are currently priced out of the ability to use Level AI. **What problems is Level AI solving and how is that benefiting you?** Level AI solved an issue for a manufacturing company that needed to support customers installing their product. The manufacturer had a database of installation guides and videos that Level AI was able to use in conjunction with their chat AI. This significantly reduced the time needed to support calls by the customer service team. ### 36. Constantly Improving Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2025 **What do you like best about Level AI?** We are able to review and capture all of our conversations compared to the few we audited manually in the past. Being able to have a much larger scope of how our agents are doing in different areas and tasks. Level AI is always working to improve the experience and how to access information. Making it more user friendly to management and our team. We are able to see areas that need improvement to help our agents help our customers. **What do you dislike about Level AI?** One issue I have is that some of our calls are hang ups or wrong numbers and we would love to be able to N/A these calls and be able to remove the insta scores that are given on these types of calls. During our busiest times our scores have been slow to generate do to large number of calls received, but the team as made improvements for us. **What problems is Level AI solving and how is that benefiting you?** The amount of calls we are able to audit ### 37. A Great tool for Organizations to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Erick H. | Retention Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI is really helpful in my day to day scope. I appreciate the various features and capabilities and I really like the user interface as well. Making it a powerful and easy tool to use. **What do you dislike about Level AI?** I will say some of the nuances are very small, like having to wait a few hours for some of the recordings to be available. I also wish the search capabilities were a bit more robust in terms of filters etc. **What problems is Level AI solving and how is that benefiting you?** AI is s great tool that can help streamline business operations and also add value to the teams who can benefit from this type of product. ### 38. Level AI **Rating:** 5.0/5.0 stars **Reviewed by:** Jodie H. | Retention Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** One of the things I like best about Level AI is its intuitive interface and powerful AI capabilities. The platform makes it easy to review and analyze customer interactions, helping teams identify trends, track agent performance, and improve the overall customer experience **What do you dislike about Level AI?** The dashboard and reporting features, while functional, could be more customizable and user-friendly. It would be helpful to have more flexibility in building reports or visualizing data based on specific metrics or filters. **What problems is Level AI solving and how is that benefiting you?** Level AI is solving the problem of manually reviewing and analyzing customer interactions by using advanced AI to automatically detect intent, sentiment, and areas of improvement. ### 39. Nice Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Tiffany H. | Customer service rep, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** I love Level AI is help us be able to listen to our calls and be able to see what he did wrong and what we did good! It also let us communicate with our managers doing our coaching and I side by side and we are able to leave comments so over manager can see it! **What do you dislike about Level AI?** Getting notification when we have one a open when have a new coaching or side by side **What problems is Level AI solving and how is that benefiting you?** Letting us be able to listens to our call and see what our manger is pointing out what we are doing right and what we are doing wrong ### 40. Game Changer! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Level AI?** It automates our quality assurance process, giving us insights across all customer interactions. It allows agents to listen and re-listen to previously taken calls to better themselves. It has also been so helpful as a training specialist to pull client-specific calls for classes and workshops to build better quality of calls. **What do you dislike about Level AI?** It is somewhat difficult to navigate with the manager's account when working with multiple agents, and I think that is because we have not been provided proper training on the system. The transcripts are inaccurate much of the time, the sentences are incomplete or do not make sense. **What problems is Level AI solving and how is that benefiting you?** It is providing our agents the ability to learn from their mistakes made during calls. It gives our quality assusrance team a leg up in call reviews, making their efforts more effecient. ### 41. Game Changer so far **Rating:** 5.0/5.0 stars **Reviewed by:** Jason E. | Customer Care Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** I use Level AI every day, and it’s been quite an upgrade from what we had before. As our support team is way more efficient using Level AI. It helps us review customer conversations way faster and with a lot more accuracy than doing it manually. **What do you dislike about Level AI?** Right now, there is nothing to dislike; however, if you're new, it will take a bit of getting used to. **What problems is Level AI solving and how is that benefiting you?** Monitoring my contacts on a daily basis, which helps my support to track my progress better and suggest better ways for me to improve. ### 42. Quick, Accurate and now my 1st Go-To! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** July 14, 2025 **What do you like best about Level AI?** Love how accurate it locates answers, whether it is a recommendation based of the callers summary or a directed question. Also love that it helps generate personalized emails when we are very short on time, the emails are perfectly worded to reflect our empathy and resolution in a professional manner. **What do you dislike about Level AI?** I do not like when I need to scroll up in the conversation for a detail that was missed, the conversation will constantly auto scroll back down to the very end and not let me scroll up until the conversation has ended. Please fix this! **What problems is Level AI solving and how is that benefiting you?** Making it very quick to find an article related to the conversation topic, which results in a quicker handle time. ### 43. Help improve every customer call! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** I work as an outbound retention specialist and use Level AI all the time. Level AI has been a complete game changer in how I review and improve my outreach to my customers! I love that I can easily play back my calls and use the smart search filters to find the exact call I'm looking for. The ability to view both positive and negative segments helps me to spot areas where I can grow quicker. **What do you dislike about Level AI?** The only downside to me is the design. I found it a bit hard to navigate the site when first starting, it can be a bit more user friendly. **What problems is Level AI solving and how is that benefiting you?** Level AI has solved lack of visibility from past conversations, time consuming review processes, and improved feedback for development. ### 44. Overall LEVEL AI Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Dhana V. | Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** The platform makes evaluations incredibly easy to manage. I appreciate how seamless it is to write comments and navigate through interactions. Being able to read transcripts directly and build my own data dashboards adds a lot of flexibility and control to the QA process. **What do you dislike about Level AI?** Creating a dashboard feels unnecessarily complex. There’s no built-in option to auto-update the data, and it lacks the ability to easily filter or count markdowns specific to a certain team. These limitations make it less efficient and more time-consuming to generate meaningful insights. It would be helpful to have dynamic features such as auto-refreshing data and team-based filters or counters. These enhancements could significantly streamline dashboard management and improve overall usability. **What problems is Level AI solving and how is that benefiting you?** Automation of some parameters ### 45. Easy Implementation and Great Value for Contact Centers **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** December 16, 2025 **What do you like best about Level AI?** Level AI has proven to be a valuable partner for our contact center representatives. The reporting features and implementation process were straightforward, and we continue to receive excellent value from using the platform. **What do you dislike about Level AI?** There are limited integrations with some of our internal applications, but the support from Level AI has been excellent in helping us address these limitations. **What problems is Level AI solving and how is that benefiting you?** This tool supports our contact center representatives by offering AI-driven guidance and assistance throughout their workflow. ### 46. Ease Of Exploration & Data Review All In One Place **Rating:** 4.0/5.0 stars **Reviewed by:** Don D. | District Manager - Market Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Ease of function, comprehensive offerings of data and analytics, while visually not overwhelming the user - its prompts, and suggestions make this a partner tool rather than just a solo functional admin process. LevelAI will make suggestions and then put the right information at your fingertips to review, share and coach. **What do you dislike about Level AI?** Losts of features, and sometimes views dont always stay pinned where you need them **What problems is Level AI solving and how is that benefiting you?** Vast number of calls and identifying which are ideal for coaching and reviewing to ensure quality assurance and satisfaction. ### 47. Level Ai is one of the best Ai on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Jermaine S. | Senior Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Level AI?** Level Ai is my Analytics Home. It helps me keep my performance progress all in one place which helps me with any opportunities that I would need to perform efficiently. Thank you to the makers of Level Ai. I did not know a software like this existed. **What do you dislike about Level AI?** I was actually looking for a dislike for Level Ai and unable to at this time. **What problems is Level AI solving and how is that benefiting you?** I use Level Ai to monitor my interactions with each customer and receive their feed back all in one place. This allows me to study the best customer solutions for my business. ### 48. Impressive Product with a Lot of Potential **Rating:** 5.0/5.0 stars **Reviewed by:** Astha Mehra G. | Senior Analyst Service Delivery ITSM, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Although we haven’t used Level extensively yet, we’ve explored the platform and are genuinely impressed by its clean interface, thoughtful features, and user-friendly design. It’s clear a lot of attention has gone into building something that solves real problems teams face. We’ve been keeping an eye on the updates, and it’s exciting to see how the product is evolving. Definitely something we’re considering more seriously for future use, and we’d recommend others check it out too if they’re looking for a modern, well-built solution. **What do you dislike about Level AI?** Nothing, I’m quite impressed with the product. **What problems is Level AI solving and how is that benefiting you?** Insights from Conversations Level AI helps extract key trends and customer sentiments from conversations. This can be used to improve products, fix broken processes, or even help with compliance. ### 49. Level AI is a great App **Rating:** 5.0/5.0 stars **Reviewed by:** Heather S. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** It is easy to access my evaluation, review them and provide feedback where necessary and accept them. Great features as well. **What do you dislike about Level AI?** At this time, I currently do not have any downside or dislike for Level AI **What problems is Level AI solving and how is that benefiting you?** Level AI is helping us solve key challenges around call quality monitoring, agent performance insights, and customer sentiment analysis. By leveraging AI to automatically analyze and categorize customer interactions, we’ve been able to significantly reduce the time spent on manual QA reviews while increasing the consistency and accuracy of our evaluations. The platform helps us identify coaching opportunities faster, uncover recurring customer pain points, and ensure compliance with internal standards. This has not only improved agent performance but also enhanced our overall customer experience. ### 50. Overall a wonderful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Christie P. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Level AI?** - It captures data in various areas, allowing for thorough information to be pulled quickly - The ability to personalize your own dashboard with graphs and other information specfic to your role is fantastic. This allows you to create permanent visuals and reports for various areas of the business, allowing for increased efficiency each time that information is needed. - It will analyze data for any time periods and is very user-friendly - We are able to align our quality standards across teams and partners in a large organization. - The transcripts are easy to navigate, and clicking on various parts will take you immediately to that part of the communication. - Tech issues are handled quickly, their customer services is wondeful **What do you dislike about Level AI?** - It is delayed with picking up the start of phone calls, so it doesn't capture the first minute of conversation on inbound calls. Due to the delay, it consistently grades incorrectly for the first couple of rubric questions. - There is also a significant delay with data filtering into Level AI - It would be nice to allow calibrations to have more than one moderator, allowing for calibration across departments. Right now you can only have one moderator, and the "correct answers" don't stick once you leave the calibration. - During calibrations, the moderator will share their screen so participants can view their answers, but the screen is crowded and makes it difficult to see for those working remotely. - If anyone has even a minor accent, the transcript is incorrect the majority of the time. **What problems is Level AI solving and how is that benefiting you?** Consistency across departments, access to data/information quickly, ability to monitor trends over time ## Level AI Discussions - [What is LevelAI used for?](https://www.g2.com/discussions/what-is-levelai-used-for) - 1 comment - [View Level AI pricing details and edition comparison](https://www.g2.com/products/level-ai/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+20%3A36%3A07+-0500&secure%5Bsession_id%5D=a62a2a18-acbb-43b8-a204-4549f6a6bae9&secure%5Btoken%5D=d44ef3a9242c6d6c39e1e393b98fef01710b765be98290f563bf02c8a753ce68&format=llm_user) ## Level AI Integrations - 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[Snowflake](https://www.g2.com/products/snowflake/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Verint Workforce Management](https://www.g2.com/products/verint-workforce-management/reviews) - [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) - [ZoomInfo Sales](https://www.g2.com/products/zoominfo-sales/reviews) ## Level AI Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Quality Assurance** - Evaluation - Calibration - Reports **Algorithm** - Part of Speech Tagging - Summarization - Named Entity Recognition - Sentiment Analysis - Emotion Detection - Language Detection **Data Ingestion** - Big Data Processing - Unstructed Data Processing - Processing of Various File Types **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Agentic AI - Sales Coaching** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Decision Making **Training** - Knowledge Base - Coaching Materials - Playbook Creation - Video Record **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **System** - Data Ingestion & Wrangling - Programming Language Support - Drag and Drop - Pre-Built Algorithms - Customizable Models **Presentation** - Report Creation - Charts and Graphs - Tailored Content **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Automation** - Ticket Resolution - Customization - Intelligent Routing **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Feedback** - Review - Scorecard - Coaching Card - Leaderboard - Real-Time Updates - Notifications - Competition **Performance** - Integrations - Compliance **System** - Programming Language Support - Drag and Drop - Pre-Built Algorithms - Customizable Models **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Generation **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Level AI Alternatives - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) - 4.6/5.0 (217 reviews) - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (574 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,451 reviews)