--- title: Level AI Reviews meta_title: 'Level AI Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 219 reviews by the users' company size, role or industry to find out how Level AI works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 219 scale: '5' date_modified: '2026-07-18' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Level AI Reviews **Vendor:** Level AI **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.6/5.0 **Total Reviews:** 219 ## 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 appreciate the **ease of use** of Level AI, enjoying its uncluttered interface and intuitive dashboard. (60 reviews) - Users value the **helpfulness** of Level AI, enhancing customer service with quick, accurate information and user-friendly features. (39 reviews) - Users value the **enhanced efficiency** of Level AI, enabling quicker access to insights and streamlined processes. (32 reviews) - Users praise the **intuitive user interface** of Level AI, finding it easy to learn and navigate effectively. (29 reviews) - Users value the **accuracy** of Level AI, which enhances customer interactions with prompt and precise information delivery. (27 reviews) - Insights (26 reviews) - Artificial Intelligence (25 reviews) - Users value the **exceptional customer support** from Level AI, highlighting its effectiveness in setting up for success. (21 reviews) - Feature Updates (15 reviews) - Affordable (13 reviews) **What users dislike:** - Users experience **inaccuracies** in AI QA scores and face issues with delayed evaluations and visibility of scores. (17 reviews) - Users experience **slow performance** , which hampers timely updates and complicates monitoring and coaching efforts. (14 reviews) - Users highlight **accuracy issues** in Level AI, affecting evaluations, scores, and overall reliability of monitoring. (11 reviews) - Users find the **translation accuracy lacking** due to occasional misinterpretations of accents and context, affecting insights. (11 reviews) - Users report **AI inaccuracy** affecting scores and monitoring, with significant delays and issues capturing conversations accurately. (8 reviews) - Users experience significant **call issues** , including delays, missing audio, and unreliable AI responses that hinder effectiveness. (8 reviews) - Poor Understanding (7 reviews) - Limited Customization (6 reviews) - Missing Features (6 reviews) - Poor Interface Design (6 reviews) ## Level AI Reviews ### 1. 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. ### 2. 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. ### 3. 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. ### 4. 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 ### 5. 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. ### 6. 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. ### 7. 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. ### 8. 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. ### 9. 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. ### 10. 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. ### 11. 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. ### 12. 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. ### 13. 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. ### 14. 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. ### 15. 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 ### 16. 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. ### 17. 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. ### 18. 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. ### 19. 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. ### 20. 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 ### 21. 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. ### 22. 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. ### 23. 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. ### 24. 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. ### 25. 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 ### 26. Nice Product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Level AI?** What I like most about using Level AI in our contact center is how much it helps our agents perform better in real time. The real-time agent assist feature is a game changer. It gives our team contextual guidance during live calls and chats, which has noticeably reduced our average handle time and improved compliance. For our newer agents especially, it's like having a coach whispering the right answers at just the right moment. It builds confidence and reduces pressure. That said, I am mindful of not letting the team become too dependent on it—I still want them to think critically and not just follow prompts blindly. **What do you dislike about Level AI?** One thing I really dislike about Level AI is the manual screen recording feature. From my perspective, it feels outdated and unnecessarily tedious. In a platform that’s otherwise built around automation and real-time intelligence, having to manually start or manage screen recording just doesn’t make sense. It slows down workflows and adds an extra task to the agent's plate—especially during peak hours when every second counts. **What problems is Level AI solving and how is that benefiting you?** It helps to identify gaps in our customer experience ### 27. Level AI experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** What I like best about Level AI is how it makes it super easy to spot coaching moments and understand what’s really happening in customer conversations. It saves time and gives smarter insights than just tracking keywords. **What do you dislike about Level AI?** What I don’t like about Level AI is that sometimes it can misread the tone or context of a conversation, which makes some insights less accurate. Also, it can feel a bit overwhelming at first with so many features. **What problems is Level AI solving and how is that benefiting you?** Level AI helps solve the problem of manually reviewing tons of conversations by automatically analyzing them for quality, sentiment, and key moments. That saves me a lot of time and helps me focus on coaching and supporting the team more effectively. ### 28. A Game-Changer for Support Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Level AI?** Level AI has been a huge win for our support team. The thing I love most is how smart it is at understanding conversations — not just keywords, but actual intent and context. That makes it way easier to figure out where agents need coaching or which issues are coming up over and over. It’s super helpful for us customer service agents. The scorecards are easy to set up, and I don’t have to spend hours listening to calls. It allows me to check on areas I can improve on. I can spot trends, track performance all from one place. It’s also pretty intuitive — the interface is clean, and it didn’t take long to get the hang of it. **What do you dislike about Level AI?** It’s not perfect. Some of the customization options (especially around dashboards and reports) are a little limited. I’d love more flexibility there. **What problems is Level AI solving and how is that benefiting you?** It helps me by listening to my calls and follow my performances. Also, I know the AI is reviewing everything fairly. And because the system looks at all my conversations, not just a random few, I feel like the scores reflect my work more accurately. ### 29. Very user friendly and interactive. **Rating:** 4.5/5.0 stars **Reviewed by:** Bryan M. | Training Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Platform easy to understand with very helpful resources. The features that includes provide valuable insights to the company and has helped to integrate better with the needs of the team. **What do you dislike about Level AI?** Sometimes can be a lit laggy and the Instascore feature will take some time to be fully trained to be consider as a no brainer solution. **What problems is Level AI solving and how is that benefiting you?** Analize better those interactions that due to scope we're not available to audit but still need information at a glance when needed. ### 30. Promising AI-Driven Platform for Contact Centers – Great Potential, Limited Direct Experience **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI stands out for its innovative use of artificial intelligence to drive agent coaching, conversation analytics, and workflow automation for contact centers. The user interface appears modern and intuitive, and the feature set—like omnichannel support and intent detection—looks robust. I also appreciate the company’s commitment to regular product updates and its focus on security and data privacy. For leaders looking to uplevel agent performance through actionable insights, Level AI seems to offer compelling capabilities. **What do you dislike about Level AI?** Since my experience with Level AI is mostly observational and not in an “in production” environment, I can’t speak to ease of onboarding, speed of support, or how well the platform integrates with existing tech stacks in practice. Some users have mentioned a learning curve with advanced AI features and occasional false positives in automated QA reviews. Pricing structure is not totally transparent from what I’ve seen; more clarity would be helpful for potential buyers. **What problems is Level AI solving and how is that benefiting you?** While I haven’t deployed Level AI professionally, my research and demo exploration suggest the product is designed to streamline quality assurance, extract customer insights at scale, and help contact center leaders act on trending issues faster. This could mean more coaching opportunities for agents and less time spent on manual QA. If implemented well, these improvements might result in higher customer satisfaction and operational efficiency. ### 31. Innovative AI Solutions That Consistently Exceed Expectations **Rating:** 4.5/5.0 stars **Reviewed by:** Sharita H. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2025 **What do you like best about Level AI?** Excellent AI company with innovative solutions and a strong focus on customer success. Their technology is reliable, efficient, and continues to exceed expectations. **What do you dislike about Level AI?** Limited customization options, I wish there was more could be done on this program for free. **What problems is Level AI solving and how is that benefiting you?** Helps with work task. ### 32. Renee's Level AI Review **Rating:** 5.0/5.0 stars **Reviewed by:** Renee R. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** October 28, 2024 **What do you like best about Level AI?** It consistency and accuracy. I like the fact that I can get my stats on a dailiy basis, which is always accutrate. Ease of use, the support, ease of integration, it is wonderful **What do you dislike about Level AI?** I don't dislike anything so far about Level AI. I appreciate this app. **What problems is Level AI solving and how is that benefiting you?** Level AI gives me my scores daily, I used it mostly for quality assurrance. ### 33. leveling up **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah E. | Retention Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Level AI?** being able to go back and listen to calls **What do you dislike about Level AI?** the transcript of a call is sometimes hard to understand **What problems is Level AI solving and how is that benefiting you?** Problem: Traditionally, QA teams evaluate only ~1–5% of interactions, leading to limited visibility, human bias, and inefficient use of resources . solution: Their platform—powered by proprietary AI and NLU—automatically scores 100% of calls, chats, and emails, generating unbiased feedback with real call quotes and clear explanations ### 34. Integration of phone call transcription and customer experience. **Rating:** 5.0/5.0 stars **Reviewed by:** William E. | Customer Service, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Using Level AI allows you to simply identify the main issues with the customer experience. This is a multifunctional system that allows both for informing the team of previous issues and allows for training opportunities. **What do you dislike about Level AI?** Some of the functions of this application do not work as well as others. In particular, the AI functions are limited, and some are not very accurate. I find that some of the AI functions, like transcribing phone calls, are not as good as they could be. Some of the transcripts are incomplete, and the AI often misses important information. However, it will still be useful for certain purposes. **What problems is Level AI solving and how is that benefiting you?** Note taking ### 35. Working with LEVEL AI has been a great experience. **Rating:** 5.0/5.0 stars **Reviewed by:** Shantoy C. | Customer Advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** I really appreciate the email notifications—they’re a great touch! The suggestions for improving customer experience are especially helpful and thoughtful. Keep up the excellent work! **What do you dislike about Level AI?** "I’ve had a fantastic experience—everything has been seamless so far, and I’ve never encountered any issues. **What problems is Level AI solving and how is that benefiting you?** This tool not only enhances the quality of the agent experience but also goes above and beyond in meeting customer expectations. It’s a win-win! ### 36. Very convenient all-in-one platform. **Rating:** 4.0/5.0 stars **Reviewed by:** Jennilyn A. | Quality Assurance Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 08, 2025 **What do you like best about Level AI?** User-friendly and includes transcript on call recording. **What do you dislike about Level AI?** It doesn't have a screen capture on the recordings. **What problems is Level AI solving and how is that benefiting you?** When we need a specific recording for Quality purposes and for different types of reports that we need. ### 37. Love Level AI! **Rating:** 5.0/5.0 stars **Reviewed by:** Kristian B. | Customer Care Expert, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** I like how convenient and easy to use Level AI is. I can see everything I need all in 1 place and I don't have to look at multiple reports. The color coding makes it easy as well. **What do you dislike about Level AI?** I don't see any downsides at all, I've run into nothing but ease and simplicity of use. If there's ever been an issue, it's just not one I've seen. **What problems is Level AI solving and how is that benefiting you?** It's helped me identify my own behaviors that can be perceived in a particular fashion from a contact center quality perspective. It's helped me become more consistent and improve my overall skills as an agent. ### 38. Helps to improve my conversations **Rating:** 4.0/5.0 stars **Reviewed by:** Robin H. | Outbound Retention Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** I like that it shows the types of sentiment for each part of the conversation - where the tone is happy, or seems to be heading into an issue. I also like that it points out when I've forgotten to state my opening correctly. **What do you dislike about Level AI?** Sometimes it doesn't get things correct, but that's to be expected with machine learning/AI **What problems is Level AI solving and how is that benefiting you?** Consistent levels of customer support ### 39. Level AI Review **Rating:** 4.0/5.0 stars **Reviewed by:** Glazel V. | Quality Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** I like the dashboard, that it has all feature we access right away. **What do you dislike about Level AI?** As of now the issue I experience is having issue with saving the view, I always need to put the filters everyday when downloading data. **What problems is Level AI solving and how is that benefiting you?** I guess the dashboard that is easy access to all features and it benefit me from saving time. ### 40. Great Call Features, But Slow Loading Times **Rating:** 5.0/5.0 stars **Reviewed by:** Jenay G. | Care, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2025 **What do you like best about Level AI?** Get to listen and improve my calls and how I approach calls **What do you dislike about Level AI?** It’s nothing I really Dislike about Level Ai I haven’t fully used it it. **What problems is Level AI solving and how is that benefiting you?** It’s solving how I handle all of my calls . ### 41. Powerful Conversation Intelligence Platform with Great AI Capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI offers incredibly accurate conversation analytics and AI-driven summarization that help reduce manual QA effort significantly. The platform is intuitive once you're familiar with it, and the AI insights (especially around call themes and sentiment) are quite reliable. We’ve been able to scale our quality assurance process and coach agents more effectively using its features. **What do you dislike about Level AI?** The initial learning curve is slightly steep, especially for new users unfamiliar with such platforms. Some parts of the UI can feel a bit clunky at times, and while support is responsive, documentation could be more detailed in certain areas (like custom setup or calibration workflows). **What problems is Level AI solving and how is that benefiting you?** Level AI helps us automate QA by analyzing 100% of customer interactions, saving manual effort and improving agent coaching. It also provides insights into customer pain points, helping reduce escalations and improve service quality. ### 42. Level AI Review **Rating:** 5.0/5.0 stars **Reviewed by:** Ana N. | CSA, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** The Level AI is easy to use, user-friendly, and beneficial to us as an agent when it comes to providing call reviews. **What do you dislike about Level AI?** None so far since Level AI is a great tool for us. **What problems is Level AI solving and how is that benefiting you?** Level AI is essentially making our contact center smarter, faster, and more customer-centric — with less human overhead. ### 43. Great product **Rating:** 5.0/5.0 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?** I love how easy it is to navigate the platform. It's easy to understand and very user friendly. Level AI breaks down conversations and highlights specific moment. Which can be a very helpful learning tool. It helps me to tweak my conversational flow and my relationships with customers. **What do you dislike about Level AI?** Understanding time and intent a bit better would be helpful. Understanding sarcasm or more complex sentiments. This could make feedback a bit more reliable. **What problems is Level AI solving and how is that benefiting you?** It helps with feedback. It analyzes the calls and provides regular helpful feedback, which helps with personal growth and customer satisfaction. ### 44. Great app once you get the hang of it **Rating:** 5.0/5.0 stars **Reviewed by:** Camilo O. | Lead, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** After a few tries and once the AI learns what it needs from you, it is very smooth and helpful. **What do you dislike about Level AI?** Learning to use it and the first reviews to train the AI are a little difficult at times. **What problems is Level AI solving and how is that benefiting you?** Level AI helped automatize the QA process for us, making it very simple and providing accurate feedback. ### 45. Customer Analytics **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Furniture | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** I like the set up of Level AI because it allows me to easily filter through contacts based on the criteria of my choice making it easy to pinpoint where issues occur in the customer journey. **What do you dislike about Level AI?** I wish Level AI could implement old data such as calls that happened in the past so I could do analysis from a year to year point of view. **What problems is Level AI solving and how is that benefiting you?** Makes it easy to identify issues in the customer journey that we once had to have a whole team manually go through and listen to calls. ### 46. Level Ai Next Generation Analytical Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Michael A. | CARE Operations Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** April 11, 2023 **What do you like best about Level AI?** It's easy to use, has a sleek user interface and saves time in evaluating customer interactions. **What do you dislike about Level AI?** Nothing I can think of. I like all the features **What problems is Level AI solving and how is that benefiting you?** It provides real-time conversation monitoring and AI assistance and offers 100% coverage of interactions and quality feedback for our support agents. ### 47. Efficient but more room for improvement. **Rating:** 4.0/5.0 stars **Reviewed by:** Brian B. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2025 **What do you like best about Level AI?** Intuitive, feature-rich, and great support. **What do you dislike about Level AI?** Occasional bugs and limited customization options. **What problems is Level AI solving and how is that benefiting you?** Level AI helps us monitor and analyze customer interactions efficiently, allowing us to identify coaching opportunities, improve agent performance, and enhance overall customer experience. This leads to better quality assurance, faster issue resolution, and more informed business decisions. ### 48. User friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Umit A. | Quality Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** Easy to use.it is very fast adaptable to updates **What do you dislike about Level AI?** Accuracy can be better by time. and also percentage of the questions can be different from each other. **What problems is Level AI solving and how is that benefiting you?** The scores are very accurate with our own KPIs. ### 49. very nice **Rating:** 4.5/5.0 stars **Reviewed by:** Jacent B. | Customer Service Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2024 **What do you like best about Level AI?** Level AI is very user-friendly, and very detailed. **What do you dislike about Level AI?** It is okay, just can improve the good it has now. **What problems is Level AI solving and how is that benefiting you?** It helps to improve on customer service and call quality. ### 50. It is a useful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Michel R. | Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** The fact that things are organized, it gives comparative data. Easy to use and very intuitive. **What do you dislike about Level AI?** I may not know how but I would love to be able to pull reports and see interactions in real time. **What problems is Level AI solving and how is that benefiting you?** It solves the storage, review of contacts and contact evaluations. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+21%3A06%3A07+-0500&secure%5Bsession_id%5D=76ef7ac4-f17b-4e5e-92f8-33ec70166f43&secure%5Btoken%5D=967fefb0fe0dda4f25b0df25b9027c81df6a134e4679ae1ad8476bff87ae9558&format=llm_user) ## Level AI Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) - [Liberty](https://www.g2.com/products/liberty/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/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 **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 (223 reviews) - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (578 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)