Level AI Reviews & Product Details

AI workers is incredible—it's been a huge help for me. It has saved me so much time to sift through data, identify trends for our customers and internal employees alike. Also, meeting with our TAM weekly and being able to ask Ketan ALL my questions has been a magical experience. The knowledge I gain from those sessions is incredible, and I cannot thank him enough for the support he offers without judging how naive I am in the LAI product. Review collected by and hosted on G2.com.

Coaching feature hasn't served us as a company very well. There has been slow adoption based on how the coaching feature is set up and the AI options available. It has not been very accurate with how we coach our agents, and it has not been used/adopted. Review collected by and hosted on G2.com.

What stands out most about Level AI is its intuitive visual design and clean user interface. Compared to traditional QA auditing methods, the platform significantly streamlines the evaluation workflow, making it much easier and more efficient to navigate through interactions and complete thorough audits Review collected by and hosted on G2.com.

At times, the analytics dashboard can be somewhat ambiguous. It is occasionally unclear how certain metrics are being calculated or visualized, which can make it difficult to fully trust the data without secondary validation. Increasing the transparency of the reporting would greatly improve confidence in the insights Review collected by and hosted on G2.com.

I really like the transcription feature on Level AI. It's very helpful when listening to calls because if certain words can't be made out, the transcription is there to verify what has been said. Being able to visually see what's being said by a person when it can't be made out audibly while listening to a specific call is great. Review collected by and hosted on G2.com.

In some cases, all the case details when looking on a specific call, is not always there. For example, the name and address of a donor would be in the case details sometimes, but not all of the time. That's something I would like to see improved to have all complete case details when going into a specific call. Review collected by and hosted on G2.com.

What I like best about Level AI is how it lets us understand and improve customer conversations at scale without adding more manual work for our teams. The AI-driven conversation analytics, smart tagging, and auto-QA scores make it easy to spot patterns across queues, drill into specific calls, and quickly coach agents on what matters most. Instead of sampling a handful of calls by hand, we can now review trends across thousands of interactions and immediately pull up the exact examples we need for training or root-cause analysis. This has made our QA and analytics workflows faster, more consistent, and much more actionable for both front-line teams and leaders. Review collected by and hosted on G2.com.

One thing that can be challenging with Level AI is that configuring labels, categories, and dashboards to match our evolving business structures takes more clicks and trial-and-error than we’d like, especially when we’re iterating quickly on new queues or use cases. When filters or hierarchies aren’t set up just right, it can take extra time for analysts to find the exact slice of conversations they want, and it’s not always obvious which setting is driving a particular view. More guided setup templates, clearer in-product explanations, and bulk-edit options for configurations would make it even easier to keep the platform perfectly aligned with how our teams operate. Review collected by and hosted on G2.com.

Level AI provides great insights into customer sentiment. With heavy use of conversation tags, we can refine agent behaviors and get an extremely calibrated, zeroed-in view of what’s happening in our interactions. The agentic AI is also very helpful for surfacing trend insights in ways that would otherwise be too tedious to uncover through traditional dashboarding. Review collected by and hosted on G2.com.

My organization's data is very messy. I would more highly recommend Level AI for an organization with more stable data, and/or if Level AI had better alarms and alerts in place for data ingestion issues.

Level AI has frequent updates and improvements, we frequently discover them because of bugs they cause, and have to get our account rep involved for the support ticket engineer to understand that it is not just a user issue. Review collected by and hosted on G2.com.

I love that I can express my needs and ideas and Level AI understands my direction. It helps with reducing entry time for purchase orders and helps eliminate errors. For SOPs, it helps write and develop my ideas concisely. Level AI helps reduce my workload, allowing me to use my time to learn other sectors of the business. I provide Level AI with my ideas of how I want my sheets to interact with each other, and it understands how I prefer to keep my Excel sheet simple enough for all employees to use. The initial setup was a pretty easy process. Review collected by and hosted on G2.com.

I think that because Level AI is always a work in progress things are expected to not always work well initially but once I provide my idea in great detail, Level AI is able to function as needed. Review collected by and hosted on G2.com.

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 has added many new features making it easier to find specific information and then place that information into a shareable power point file. Being able to set up coaching is easier now with the ability of using their Ask AI. It shows us areas that need improvement and also the agents strong areas. We are able to assist our agents in giving our customers the best service. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Level AI Analytics and QA Builder

Both of these things together form one of the most compelling intelligence stacks available for enterprise contact centers today. The Auto QA is a game changer evaluating calls automatically, something we were trying to achieve for a long time. Review collected by and hosted on G2.com.

The reporting and analytics dashboards, could benefit from deeper drill-down options and more customizable views and graphs. I would also love to see dashboard embedding to take them out of LevelAI for other stakeholders. Review collected by and hosted on G2.com.

Level AI makes it easier to review interactions, identify trends, and find coaching opportunities quickly. It saves time by giving clear insights that help improve the customer experience and agent performance. Review collected by and hosted on G2.com.

Nothing at the moment, I haven't encountered any issues or anything I dislike so far. Review collected by and hosted on G2.com.

I like how well-designed it is for providing feedback to agents and how it integrates with all the other tools we use at the company I work for. How efficient is this program in identifying trends and areas of improvement? Review collected by and hosted on G2.com.

One of the things that I dislike about Level AI is the limited access to AutoQA Library tags. Sometimes my team and I would like to make big adjustments using these tags, but because of their limited visibility and scope, we encounter difficulties. Review collected by and hosted on G2.com.