# 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 value the **ease of use** of Level AI, appreciating its intuitive interface and customizable features for efficiency. (78 reviews) - Users find Level AI **smooth and helpful** , streamlining quality assurance with insightful analytics and actionable tips. (55 reviews) - Users value the **efficiency** of Level AI, appreciating its insights that streamline coaching and analytics for better performance. (43 reviews) - Users commend the **accuracy** of Level AI, benefiting from precise daily stats and efficient quality assurance processes. (37 reviews) - Users appreciate the **intuitive and clean interface** of Level AI, making it easy to navigate and use effectively. (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 face issues with **inaccuracy** in AI QA scores and insights, impacting the reliability of evaluations. (23 reviews) - Users experience **slow performance** with laggy results and delayed call ingestion, hindering reliability and efficiency. (17 reviews) - Users experience **accuracy issues** with AI QA scores, requiring additional effort for reliable evaluations and monitoring. (15 reviews) - Users report concerns about **AI inaccuracy** , with transcripts often being incorrect and delayed, impacting reliability. (13 reviews) - Users report **translation accuracy issues** , noting missed keywords and misinterpretation of tone, which affect insights. (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. 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 ### 2. 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. ### 3. 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. ### 4. 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. ### 5. 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. ### 6. 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. ### 7. Level AI makes it easy!! **Rating:** 5.0/5.0 stars **Reviewed by:** Taina V. | Outbound Retention Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** I love being able to revisit old conversations, listen to phone calls, and re-read transcripts using this software **What do you dislike about Level AI?** It takes some work to dig into and find a specific call when using the filters provided. The customer range filter is a little confusing. **What problems is Level AI solving and how is that benefiting you?** Level AI is able to distinguish happy conversations from the tougher ones which offers an opportunity for you to review the calls they flag for you. ### 8. 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 ### 9. 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 ### 10. 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! ### 11. 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. ### 12. 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. ### 13. 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 ### 14. 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. ### 15. 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 . ### 16. 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. ### 17. 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. ### 18. 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. ### 19. 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. ### 20. 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. ### 21. 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. ### 22. 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. ### 23. 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. ### 24. 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. ### 25. 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. ### 26. Thorough evaluations, reliable metric results **Rating:** 5.0/5.0 stars **Reviewed by:** Kat L. | sales manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** Levels ability to review so many calls each month, the accuracy and ability to pick up on diverse conversations **What do you dislike about Level AI?** some times it misses key words and scores a call negatively **What problems is Level AI solving and how is that benefiting you?** review many calls in a shorter time than we could ever listen to in a month ### 27. Its easy to use and its helpful for us associates to review our call. **Rating:** 5.0/5.0 stars **Reviewed by:** Junessa A. | CSA, Enterprise (> 1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** Empowers teams to focus more on coaching and customer experience, not just audits. **What do you dislike about Level AI?** Maybe it can improve on faster time for the calls to be uploaded/visible in level AI. **What problems is Level AI solving and how is that benefiting you?** Agents get fair, real-time, and targeted feedback, which helps improve performance faster. ### 28. 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. ### 29. Level AI Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2025 **What do you like best about Level AI?** I love the fact that specialists have the ability to be involved in the evaluation process. They have the opportunity to dispute evaluations and ask questions using the comment section to get clarity. **What do you dislike about Level AI?** Changes to one aspect of the platform often times impact other areas, resulting in downtime and negatively impacting our productivity. **What problems is Level AI solving and how is that benefiting you?** It benefits me by providing me with a one-stop shop for contact identification, evaluation, and coaching. ### 30. New generation of working **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2025 **What do you like best about Level AI?** I really appreciate how intuitive the software is. There's so much functionality packed in, yet it's still easy to use. We’re able to gather valuable data from the reports we create without hassle. I also like how the team is always working to improve the software and how they readily address feedback—it shows real commitment to the users. **What do you dislike about Level AI?** I wish the software had a built-in spell check feature. Also, whenever there's an update, it often affects other areas that are currently in use, which can be disruptive. Sometimes, the information stored can be inaccurate, which impacts reliability. **What problems is Level AI solving and how is that benefiting you?** Logging reports. Providing coaching. ### 31. Productivity powrehouse **Rating:** 4.5/5.0 stars **Reviewed by:** Isaac H. | Campaign quailty specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Simplified layout, great product for any quality assurance team! **What do you dislike about Level AI?** No dark mode available currently, which would be great! **What problems is Level AI solving and how is that benefiting you?** Boosting productivity by icreasing coverage of calls listened to due to filters offered with levels ai ### 32. Powerful QA assistant **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2025 **What do you like best about Level AI?** The intent-based tagging system is a game changer - super flexible and makes it easy to catch patterns in conversations. The UI is clean and intuitive, and I really like how agent performance is broken down with detailed insights. It’s made our QA workflow much smoother and faster. **What do you dislike about Level AI?** There’s not much customization in how conversations are displayed. Would be great to have more control - like splitting or merging conversations when needed. Right now it feels a bit rigid in that area. **What problems is Level AI solving and how is that benefiting you?** Level AI helps us scale QA without drowning in manual work. It spots recurring issues, surfaces coaching opportunities, and keeps agent performance transparent. Basically, we get more insights with less effott - and faster. Total time-saver. ### 33. Very helpful in evaluating calls and identifying trends **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Level AI?** Outstanding transcription accuracy, easy to use platform, screen cap functionality, scoring accuracy is very accurate and allows for all recorded calls to be scored, easy to identify concerns based on keyword search ability, terrific reporting capabilities. **What do you dislike about Level AI?** Certain things difficult to capture and score accurately pertaining to multiple topics in one sentence. **What problems is Level AI solving and how is that benefiting you?** Scoring accuracy- QA samples were previously done manually and could involve subjectivity and/or errors. With Level both are removed and everything is scored fairly and accurately. Compliance- with manual scoring, only a percentage of our calls could be graded for compliance which left a lot of unscored calls open for compliance errors. Reports- customer reports allow us to monitor specific items from calls and easily track them on charts. Simple to be able to audit calls from those charts to improve performance. ### 34. Level AI Powerful Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Don E. | Manager Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Level AI?** This tool has enabled us to better serve our customers by providing quicker and more accurate information. The interface is easy to learn. The setup was smooth. **What do you dislike about Level AI?** At times, performance can be a little slow. Making sure the correct information is provided. **What problems is Level AI solving and how is that benefiting you?** Providing information to representatives to perform their tasks. ### 35. Level AI is a nice feauture to see what standing you are in. **Rating:** 4.5/5.0 stars **Reviewed by:** Navia M. | senior customer service representative, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** I like that I can listen to my calls at any time. **What do you dislike about Level AI?** The graphs are kind of hard to understand **What problems is Level AI solving and how is that benefiting you?** showing me where I might have struggled in the call flow ### 36. Level AI - Friendly Interface **Rating:** 5.0/5.0 stars **Reviewed by:** Charm C. | Quality Assurance, Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** Interface of Level AI is easy to understand and seamless when using. **What do you dislike about Level AI?** Sometimes it takes time to download a report. **What problems is Level AI solving and how is that benefiting you?** The interface keeps getting better. ### 37. Very helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria D. | Csr, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Assisting with drafting templates for emails and spreadsheets **What do you dislike about Level AI?** N/a. I like everything about it. I have not found anything yet. **What problems is Level AI solving and how is that benefiting you?** Explain how to do certain tasks to my customers ### 38. Amazing partnership **Rating:** 5.0/5.0 stars **Reviewed by:** Kelley D. | Senior Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2025 **What do you like best about Level AI?** Level AI has been one of the best AI companies I've worked with. Their product speaks for itself and they are amazing at delivering and setting your business up for success. Most of the time when you onboard a new product into your call center there's always something negative about it but we have been with Level for a year now and I can't say anything negative about it. **What do you dislike about Level AI?** nothing at the time of leaving this review. **What problems is Level AI solving and how is that benefiting you?** Decreased the time it took to onboard new agents. Removed the need for excess QA agents saving us on headcount. Screen recording helped us impliment a new booking tool. ### 39. It is an excellent platform that's user-friendly and provides all the necessary data efficiently. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Furniture | Small-Business (50 or fewer emp.) **Reviewed Date:** June 24, 2025 **What do you like best about Level AI?** I appreciate the variety of features and filters—it's highly user-friendly and delivers excellent data. I use it daily with my sales team to ensure we consistently deliver excellent customer support. **What do you dislike about Level AI?** Occasionally, Level AI encounters bugs that affect data accuracy but this is becoming less frequent. **What problems is Level AI solving and how is that benefiting you?** It captures data from my sales team's calls, allowing me to filter for missed elements and coach more effectively. ### 40. Account Manager **Rating:** 4.0/5.0 stars **Reviewed by:** Ben H. | Account Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2025 **What do you like best about Level AI?** It’s incredibly intuitive and delivers actionable insights that clients can actually use to improve agent performance and customer experience. **What do you dislike about Level AI?** Some features require extra setup or customization to get full value, depending on the client’s environment. **What problems is Level AI solving and how is that benefiting you?** It helps clients surface key trends, automate tedious QA tasks, and coach agents more effectively—leading to better CX and operational efficiency. ### 41. Job Made Easier **Rating:** 5.0/5.0 stars **Reviewed by:** Zoe A. | Team Leader, Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2025 **What do you like best about Level AI?** What I like most about it is it makes my daily job so much easier by tracking and housing all my associates' conversations and QA parameters. It helps me manage and improve overall quality. **What do you dislike about Level AI?** I haven't experienced any error yet so far. **What problems is Level AI solving and how is that benefiting you?** Tracking QA scores, Giving feedback about each QA parameters. ### 42. Great Tool, Great Product **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** Level AI is very powerful and the AI continues to be improved and makes working much easier. The support for Level AI is also on point and easily accessed. **What do you dislike about Level AI?** The AI does take a while to learn and be accurate with the data it presents. **What problems is Level AI solving and how is that benefiting you?** Solves the problem of assessing an increased number contacts and providing feedback real time to agents. ### 43. Experience with Level AI So Far **Rating:** 4.0/5.0 stars **Reviewed by:** Christina B. | Contact Center Performance Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2024 **What do you like best about Level AI?** Apart from the fantastic aesthetics of the platform itself, my favorite thing about Level is the customization capabilities. The ability to slice and dice reports by any piece of metadata that we import has been extremely helpful in gaining insights into agent and call center performance. The Help Center is also incredibly robust and a great resource. **What do you dislike about Level AI?** The lines of communication between my company and our POCs at Level could be more open and clearly defined. Additionally, while I think it will improve throughout our relationship with Level AI, the platform itself seems more built out for customer support call centers which is not necessarily aligned for my company's particular use case. **What problems is Level AI solving and how is that benefiting you?** Level is freeing up bandwidth for our quality team so that they can focus on more agent-focused coaching rather than spending all their time auditing. It's also giving us insight into customer experience which we were lacking before. ### 44. Very easy to understand and navigate. **Rating:** 5.0/5.0 stars **Reviewed by:** Richard W. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** The overall functions and features it brings **What do you dislike about Level AI?** Currently all the functions are up to parr **What problems is Level AI solving and how is that benefiting you?** The calls are easily accessible to be evaluated ### 45. efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Jane P. | customer service, Enterprise (> 1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** I highly recommend Level AI because of its exceptional level of detail and precision. Its ability to provide in-depth insights, thorough analysis, and context-aware responses makes it an invaluable tool for teams looking to improve customer experience and drive smarter decision-making." **What do you dislike about Level AI?** i dont think there is anything that the level ai may improve **What problems is Level AI solving and how is that benefiting you?** improve quality ### 46. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 03, 2025 **What do you like best about Level AI?** Level AI is user-friendly and easy to access—built to make your workflow smoother with an intuitive interface and anytime, anywhere availability. **What do you dislike about Level AI?** I have no dislikes with Level AI—it's been a smooth and positive experience all around. **What problems is Level AI solving and how is that benefiting you?** Level AI helps me review my interactions and identify areas to improve how I communicate with callers. ### 47. My experience with Level AI **Rating:** 4.0/5.0 stars **Reviewed by:** Roxanne H. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2024 **What do you like best about Level AI?** The layout of the page makes everything easy to find. My primary use of Level AI is for QA on my interactions with customers. The auto QA is really helpful as it pinpoints what was/wasn't done based on the different types of information required to meet the goal. For example, I am required to first validate the account (get the customer's name) before I provide any information to the customer. The auto QA would state, once I fully achieve this objective 'The agent addressed the customer by their name at the beginning of the conversation, which is a good practice to make the customer feel valued and recognized.' It's very straight forward and I love how it adds the little tip to indicate why you should take certain actions and how it improves the customer experience. During weekly coaching sessions my supervisor and I'll pick random contacts to review and the section for coaching allows you to keep a track of which interactions were evaluated and the analytics area shows your progress. It also shows were you fell back so it allows me to better manage my QA targets and easily figure out what I didn't do for the few that I didn't meet the goal. **What do you dislike about Level AI?** The only issue I have with the tool is that it doesn't seem to be able to distinguish the greeting in an email. It always shows Hi {person} instead of the customer name which makes the auto QA state that I didn't verify the account. **What problems is Level AI solving and how is that benefiting you?** It streamlines the QA process and makes it easier to understand what I need to accomplish to meet the goals of each section. There are 4 categories that my interactions are scored on and within each category are multiple options. ### 48. Neutral at best, frustrating at worst **Rating:** 1.0/5.0 stars **Reviewed by:** Yesenia O. | Sales QA Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2024 **What do you like best about Level AI?** The transcription is the only portion of the platform that makes my job faster as an auditor, since I no longer need to listen to the entire call myself and can scan through the transcript for relevant information and only spot-check the audio when needed. **What do you dislike about Level AI?** Call ingestion is delayed by 24 hours or more, so we cannot monitor same day calls reliably. When the calls do ingest, many of them port over without audio so we have to trust the transcript is 100% as we have no way to double-check by spot-listening to the call itself. The "AI learning" is nowhere near being ready to understand the context and nuances necessary to be reliable in its answer choices, so many of its "answers" are deleted and replaced by our team manually, which is the exact opposite of what we hoped to do. Conversations with the Level team seem to go in circles without requested updates or fixes being added unless the problem is a complete work-stopper for our team. **What problems is Level AI solving and how is that benefiting you?** Transcribing the call to avoid listening to the entire thing. ### 49. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Diahann H. | CSR, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2024 **What do you like best about Level AI?** Very interactive and easy to use........ **What do you dislike about Level AI?** No downside just yet.................... **What problems is Level AI solving and how is that benefiting you?** Identifying and providing different feedback on contact resolution ### 50. It's user friendly and is extremely helpful when reviewing interactions with customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Cheyanna M. | Customer service, Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2025 **What do you like best about Level AI?** It's user friendly and is extremely helpful when reviewing interactions with customers. It's easy to navigate and have details that I forget happened when taking a call. **What do you dislike about Level AI?** That i have to use 2fa everything I log in **What problems is Level AI solving and how is that benefiting you?** It's saving me the time of listening to every call taken bc i can just read it now ## 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=2026-05-19+02%3A14%3A32+-0500&secure%5Bsession_id%5D=204fc3cf-4227-4a48-beb7-7546419a90f9&secure%5Btoken%5D=76793e92616cba34594a38239007ca006f98d5f7de44e0ac400a4996ae509df1&format=llm_user) ## Level AI Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 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[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 (576 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,453 reviews)