Level AI Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.