Level AI contact center AI profile

Contact center AI platform for automated QA, agent assist, coaching, VoC analytics and AI virtual agents that runs on top of existing CCaaS and CRM systems.

Research note: This neutral profile summarizes first-party material published by Level AI, last checked Oct 20, 2026. Capabilities can differ by plan, channel and integration, so verify the exact capability you need.

Level AI at a glance

Focus: Scoring, analyzing and automating customer conversations on one platform, with the same QA rubrics applied to human and AI agents.
Good fit for: Contact centers that want to keep their current CCaaS and add automated QA, compliance monitoring, coaching and an AI virtual agent from one vendor.
Capabilities: Automated QA, Compliance monitoring, Agent assist, Coaching, VoC analytics, AI agents
Channels: Voice, chat, email (QA also covers bot conversations; screen recording is a separate module)
Deployment: AI layer on existing CCaaS
Recent changes: AI virtual agent introduced (June 2025) and expanded (March 2026); AI Workers launched (May 2026); new CRO (June 2026); Leader in 2026 CMP Research Prism for Real-Time Agent Assist (July 2026); Latitude in-house models announced (July 2026).
Website: thelevel.ai

This profile summarizes Level AI's first-party pages, plus two trade-press launch reports, as checked on 2026-10-20. The Contact Center AI Index has not tested the product; each claim is attributed to its source.

What is Level AI?

Level AI describes itself as offering "full stack AI agents for the entire customer experience journey" (homepage). It sells an AI layer that connects to a contact center's existing telephony, CCaaS (contact center as a service) and CRM systems rather than replacing them (integrations page).

Sources: Level AI homepage · Level AI integrations page

Which AI capabilities does Level AI document?

Automated QA. Level AI says its QA-GPT engine can score "100 percent of calls, chats, emails, and bot conversations," evaluates "over 90%" of the standards scorecards cover, and shows evidence and reasoning for each score. Subjective questions can be routed to human evaluators (QA page).
Compliance monitoring. The compliance page claims coverage of "100% of calls," real-time flags, and PII redaction, and names TCPA, CCPA, LGPD, FDCPA, HIPAA and GDPR (compliance page).
Agent assist. Real-time guidance for voice and chat, compliance flags, call summaries and a knowledge bot (Agent Assist page).
Coaching and VoC. AI-generated coaching plans built from calls, chats and emails (coaching page), and iCSAT, an inferred satisfaction score from sentiment, effort and resolution that Level AI says needs no surveys (iCSAT page).
AI agents. An AI Virtual Agent for voice and chat in "50+ languages," with outbound calling and the same QA rubrics used for human agents (virtual agent page). Level AI's homepage cites "3x containment" without naming a customer (homepage). Eleven "AI Workers" produce research and analysis (AI Workers page).

In vendor-published case studies, VistaPrint reported an 80% reduction in QA and coaching effort (VistaPrint), and Empyrean moved from reviewing about 3% of calls to all calls, though its handle time initially rose (Empyrean).

Sources: QA · Compliance · Assist · Coaching · iCSAT · Virtual Agent · Workers · VistaPrint · Empyrean

How does it connect to existing contact center systems?

Level AI's integrations page, which it calls "non-exhaustive," shows logos for Genesys, Five9, NICE, Talkdesk, Amazon Connect, Twilio and Dialpad, plus Salesforce, Zendesk and Calabrio (integrations page). The product FAQ says the Agent Assist widget embeds in Salesforce, Zendesk and Five9 (Agent Assist).

Sources: Integrations page · Agent Assist

What security and compliance evidence is public?

Level AI's security page lists SOC 2 Type II, ISO 27001, HIPAA (with a BAA), PCI DSS, HITRUST CSF and GDPR. It says the platform runs on Google Cloud Platform with AES-256 encryption at rest and that names, card numbers and SSNs are redacted before AI processing (security page). Audit reports are not posted on the page.

Sources: Security page

What changed in 2025-2026?

June 17, 2025: Level AI's blog introduced an agentic virtual agent built on modules it calls AgentIQ, DialogIQ and EnlightIQ (blog).
March 2, 2026: CXM Today reported Automation Discovery and a native voice stack Level AI says responds in under 2 seconds (CXM Today).
May 15, 2026: AI Workers launched, with "nearly 100" enterprise contact centers using them, per the announcement (MarTech Cube). The product page now says "85+" (AI Workers).
June 9, 2026: James Manno, formerly of Qualtrics, was named CRO (blog).
July 10, 2026: Level AI says it was named a Leader in the 2026 CMP Research Prism for Real-Time Agent Assist (blog).
July 15, 2026: Latitude, seven in-house models, which Level AI claims cost "up to 49x" less to serve than frontier LLMs (blog; platform page).

Sources: 2025 blog · CXM Today · MarTech Cube · CRO · CMP Prism · Latitude

What should buyers verify?

Ask for QA-GPT accuracy on your own scorecards, since the QA page publishes no accuracy figure. Ask which customers stand behind the containment and latency figures. Request SOC 2 and PCI reports and data residency regions. Pricing is not public; thelevel.ai/pricing returned a 404 on the check date.

Sources: QA page · AI Virtual Agent · Security page

Sources

Level AI: homepage (checked Oct 20, 2026)
Level AI: Quality Assurance product page (checked Oct 20, 2026)
Level AI: Agent Assist product page (checked Oct 20, 2026)
Level AI: Agent Coaching product page (checked Oct 20, 2026)
Level AI: iCSAT product page (checked Oct 20, 2026)
Level AI: Regulatory Compliance Monitoring (checked Oct 20, 2026)
Level AI: AI Virtual Agent product page (checked Oct 20, 2026)
Level AI: AI Workers product page (checked Oct 20, 2026)
Level AI: One AI Platform (Latitude models) (checked Oct 20, 2026)
Level AI: integrations page (checked Oct 20, 2026)
Level AI: security page (checked Oct 20, 2026)
Level AI blog: virtual agent introduction (June 17, 2025) (checked Oct 20, 2026)
CXM Today: Level AI announces AI Virtual Agent expansion (March 2, 2026) (checked Oct 20, 2026)
MarTech Cube: Level AI launches AI Workers (May 15, 2026) (checked Oct 20, 2026)
Level AI blog: James Manno named CRO (checked Oct 20, 2026)
Level AI blog: 2026 CMP Research Prism for Real-Time Agent Assist (checked Oct 20, 2026)
Level AI blog: Introducing Level AI Latitude (checked Oct 20, 2026)
Level AI case study: VistaPrint (checked Oct 20, 2026)
Level AI case study: Empyrean (checked Oct 20, 2026)