An Intellyx Brain Candy Brief
Level AI leverages generative AI for contact center automation, including augmented workflows and real-time intelligence for agents and their managers.
Unlike many other contact center-oriented AI vendors, Level AI doesn’t provide an automated chatbot.
Rather, it focuses on reducing agent busywork, thus streamlining the customer experience by empowering agents to solve customer problems faster and more effectively.
Level AI leverages its own body of contact center interaction data as well as each individual customer’s data to train its own large language models (LLMs), thus delivering high-value support for agent workflows.
Traditional contact centers can only evaluate the quality of perhaps 2% of interactions. With Level AI, contact centers can evaluate the quality of 100% of interactions, giving managers deep insight into contact center activity in real-time.
Many contact center AI vendors make the mistake of removing humans from the customer interaction, which only frustrates customers who are already frustrated enough with automated problem-solving approaches to call in.
Level AI, however, focuses on supporting the needs of frustrated customers with sophisticated sentiment analysis, streamlined workflow support, and agent empowerment.
The goal: solve customer problems quickly, on callers’ first attempt, leaving them satisfied with the interaction.
Copyright © Intellyx BV. Intellyx is an industry analysis and advisory firm focused on enterprise digital transformation. Covering every angle of enterprise IT from mainframes to artificial intelligence, our broad focus across technologies allows business executives and IT professionals to connect the dots among disruptive trends. None of the organizations mentioned in this article is an Intellyx customer. No AI was used to produce this article. To be considered for a Brain Candy article, email us at pr@intellyx.com.
