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Level AI…the contact centre trainer you didn’t know about.
AI Boosts Contact Center Efficiency
Level AI, founded by Ashish Nagar in 2019, offers AI-driven tools to enhance productivity in contact centres. The platform provides insights on customer service quality by analysing metrics like total conversations and dead air, and assists agents with hints and sentiment analysis during interactions. It also features coaching tools for managers to help agents improve their performance. Level AI addresses industry challenges such as data privacy, AI accuracy, and integration with existing systems.
Tackling Challenges in AI-Powered Customer Service
Despite the benefits, Level AI’s monitoring capabilities raise concerns. Critics argue that such software can create high-stress environments for workers, leading to high turnover rates. Privacy implications are also a concern, as customers might not be aware their interactions are being analysed by AI. Level AI allows organisations to control their data retention policies, addressing some of these concerns.
Growth and Future Plans for Level AI
Level AI has gained traction with companies like Affirm and Carta, and has recently closed a $39.4 million Series C funding round. This funding will be used to expand the platform to new customer segments and grow its workforce. With the contact centre software market expected to grow significantly, Level AI aims to continue innovating and scaling its solutions to meet increasing demand.
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