Ujwal Inc. dba Level AI

Automate Quality Assurance to Improve Performance and Customer Satisfaction.

Empower agents with real-time AI guidance for enhanced customer interactions.

Unlock actionable customer insights and enhance decision-making with VoC Insights.

Enhances coaching for improved customer experience and business growth.

Enhance QA and coaching with comprehensive agent screen recording capabilities.

Gain Actionable Insights From Conversations To Enhance Performance.

Enhances agent performance with real-time, AI-driven guidance.

Automates customer interactions with human-quality voice and chat.

iCSAT provides an automated, unbiased view of customer satisfaction derived from every interaction.

Transform customer experience with purpose-built AI models for fast and accurate support.

Enhance customer experience with automated support and insights driven by AI workers.

Elevate customer interactions with AI-driven support tailored for travel and hospitality.

AI systems that power real‑time agent assistance, automated response drafting, intent classification, and contextual routing to accelerate resolution and reduce agent workload.

Products: Agent Assist, Agent GPT, AI Workers, Level AI Latitude, Agent Screen Recording

Capabilities that automate evaluation of 100% of interactions, support calibration and compliance, trigger coaching from QA results, and surface interaction-level insights for quality teams.

Products: Quality Assurance, AI Workers, Agent Screen Recording, Level AI Latitude

Platforms that capture, analyze, and surface metrics, sentiment, and trends from conversational interactions to inform service improvement, compliance, and product decisions.

Products: Voice of the Customer Insights, Analytics, Inferred CSAT (iCSAT), Level AI Latitude

Tools that identify coaching opportunities, generate tailored coaching plans, track performance metrics, and deliver real-time feedback to improve agent skills and CX outcomes.

Products: Agent Coaching, Agent Assist, Agent GPT, Quality Assurance, Level AI Latitude

AI-driven virtual assistants, chatbots and automation that handle routine interactions, deflect volume and enable seamless human handoffs.

Products: AI Virtual Agent, AI Virtual Agent Explorer – Travel Hospitality, AI Workers, Level AI Latitude

Quality Assurance

Level AI Quality Assurance (Auto-QA) automates the evaluation of customer interactions. It uses QA-GPT to review 100% of conversations against a human scorecard, delivering evidence-based scores and enabling automated QA workflows to scale coaching and quality monitoring.

• Reviews Every Interaction
  Ensures comprehensive coverage of all customer interactions for accurate evaluations.
• Streamlines QA Processes
  Reduces manual efforts and enhances the efficiency of quality monitoring.
• Delivers Transparent Scores
  Supports objective decision-making in coaching and quality assessment.
• Provides Instant Feedback
  Enables quick adjustments to improve agent performance.
• Builds Tailored Evaluations
  Ensures alignment with specific organizational goals and standards.

Agent Assist

Agent Assist is a real-time AI assistant that surfaces relevant information during conversations, highlights cross-sell opportunities and next actions, enables knowledgebase search, and supports post-call disposition.

• Optimize Interaction Outcomes
  Guides agents on effective next steps to enhance customer satisfaction and resolve issues more effectively.
• Provide Instant Support
  Enhances agent confidence and effectiveness by providing immediate assistance during customer interactions.
• Access Critical Information
  Enables agents to retrieve relevant information without delay, improving response times and accuracy.
• Identify Revenue Opportunities
  Helps agents maximize sales potential by recommending relevant products and services during customer interactions.
• Enhance Supervision
  Facilitates better agent performance through real-time coaching and intervention.
• Streamline After-Call Work
  Reduces the administrative burden on agents, allowing them to focus on customer interactions rather than paperwork.
• Save Documentation Time
  Allows agents to focus more on customer engagement and less on administrative tasks.

Voice of the Customer Insights

VoC Insights analyzes past conversations, capturing 100% of data to identify customer priorities and concerns. It quantifies and categorizes topics, provides persona-specific dashboards, and informs knowledgebase updates and data-driven decisions.

• Ensures Data Integrity
  Utilizes comprehensive data for insightful decision-making and business strategies.
• Provides Insights
  Empowers teams with tailored analytics to drive targeted actions and improvements.
• Classifies Issues
  Helps identify prevalent customer issues, guiding strategic improvements.
• Informs Updates
  Ensure your team has the most relevant information to assist customers effectively.
• Supports Quick Actions
  Enables organizations to swiftly adapt based on current customer sentiment.

Agent Coaching

Agent Coaching provides enhanced coaching to improve customer experience outcomes and drive business growth. It identifies coaching opportunities across customer interactions, facilitates focused action plans, and tracks progress effectively.

• Improves CX Outcomes
  Level AI’s leadership in coaching equips teams with actionable insights from real data, enhancing agent performance and overall customer satisfaction.
• Enhances Immediate Feedback
  Provides agents with real-time guidance during customer interactions, enabling them to adjust their approach for optimal results.
• Generates Tailored Plans
  Automates the coaching process by deriving insights from the vast interaction data, ensuring each agent receives personalized development support.
• Tracks Progress Effectively
  Allows management to visualize trends in agent performance, facilitating well-informed decisions for targeted coaching.
• Refines Coaching Strategies
  Empowers managers to leverage data analytics, identifying patterns and areas for improvement to guide their coaching efforts.

Agent Screen Recording

Agent Screen Recording captures agent on-screen activity to support QA review and coaching. The solution empowers contact center managers with insights into customer-agent interactions, streamlining workflows while enhancing overall customer satisfaction.

• Capture Agent Interactions
  Capture and review agent interactions in real-time to identify coaching opportunities and process inefficiencies, ensuring compliance and performance improvements.
• Streamline Quality Assessment
  Facilitates streamlined QA by analyzing agent performance across different communication channels for a holistic understanding of customer engagement.
• Protect Sensitive Information
  Maintains security and compliance by effectively redacting sensitive customer data during recording.
• Ensure Coverage
  Identify gaps in monitoring and take action to maintain quality assurance standards.
• Automate Recording Processes
  Enhances efficiency by automatically managing recording sessions aligned with agent interactions.

Analytics

Analytics provides data-driven insights from conversations to support performance improvements and informed decisions.

• Extract Valuable Insights
  Automatically analyzes call center interactions to identify trends, areas for improvement, and opportunities for agent coaching.
• Centralize Performance Metrics
  Track performance metrics such as QA scores across various communication channels, enhancing overall strategic decision-making.
• Generate Tailored Reports
  Users can easily create and customize reports with specific metrics, improving accessibility to critical data.
• Integrate With Existing Tools
  Combine contact center data with preferred analytics platforms, streamlining workflows and insights.

Agent GPT

Agent GPT delivers GPT-powered guidance to agents during conversations to improve efficiency and accuracy.

• Boosts Agent Efficiency
  Agent GPT enhances agent performance by delivering instant, context-aware recommendations tailored to the ongoing conversation, leading to quicker resolutions and improved customer satisfaction.
• Saves Time on Research
  With instant access to accurate data, agents can resolve complex issues faster without hunting through documents, enhancing the overall customer experience.
• Reduces Post-Call Workload
  Agents save valuable time by eliminating the need for manual notes, allowing them to focus more on customer interactions.
• Enhances Customer Understanding
  This feature helps agents recognize emotional cues, allowing for more empathetic and effective responses to customer concerns.

AI Virtual Agent

AI Virtual Agent is an autonomous conversational agent that handles customer inquiries to augment human agents.

• Automates Customer Interactions
  Handles various customer queries in real-time, providing instant support without human intervention. This capability improves efficiency and reduces wait times.
• Improves Engagement Quality
  Continuously learns from customer interactions, refining responses and understanding of complex queries as it evolves.
• Engages Customers Worldwide
  Enables businesses to serve diverse customer bases effectively without language barriers, ensuring a seamless experience.
• Maintains Quality Standards
  Integrates quality measures that hold both AI and human agents to the same standards, ensuring reliable customer service.

Inferred CSAT (iCSAT)

Inferred CSAT (iCSAT) offers a novel approach to measuring customer satisfaction by inferring CSAT scores from interactions across different channels, ensuring 100% coverage without the need for manual surveys.

• Automate Customer Satisfaction Measurement
  Automatically analyzes 100% of interactions to derive customer satisfaction scores, eliminating biases from traditional surveys and providing decision-makers with real-time insights into customer sentiment.
• Uncover Hidden Issues
  Combines customer sentiment analysis with trends across interactions to pinpoint specific areas of concern, enabling proactive resolutions.
• Transform Data into Action
  Provides stakeholders with clear, actionable insights derived from comprehensive analytics, enhancing customer experience strategies.
• Monitor Customer Sentiment
  Allows organizations to understand customer feelings and sentiment trends based on actual interactions, aiding in service improvements.

Level AI Latitude

Level AI Latitude is a full-stack AI platform (One AI Platform) for enterprise-grade, end-to-end CX automation across channels.

• Streamline CX Automation
  Integrate AI to automate tasks across diverse customer interaction pathways, enhancing responsiveness and efficiency.
• Optimize Task Performance
  Each model focuses on unique CX functions, ensuring higher accuracy and reduced costs while providing contextual understanding.
• Enhance Decision-Making
  Empower teams to make informed decisions immediately based on live customer data and trends.
• Maintain High Standards
  Automate quality checks to guarantee every interaction meets established quality criteria and compliance mandates.
• Drive Continuous Improvement
  Utilize analytics to uncover insights about customer behavior and operational efficiency, fostering ongoing enhancements.
• Facilitate Smooth Operations
  Easily connect to current systems to enhance existing processes and improve user adoption.

AI Workers

AI workers provide on-demand AI capabilities to support agents with real-time insights and automation.

• Provide Automated Support
  AI workers automate complex workflows and provide agents with real-time insights, enabling faster resolutions, improved decision-making, and enhanced operational efficiency.
• Coordinate Complex Tasks
  Each AI worker specializes in specific functions and cooperatively handles intricate tasks, analyzing and synthesizing information across multiple domains in real-time.
• Ensure Compliance
  AI workers evaluate every agent interaction against QA rubrics, ensuring compliance with business standards while providing actionable insights to improve performance.
• Unlock Valuable Intelligence
  By analyzing 100% of interactions, AI workers surface trends and customer needs, empowering teams with the intelligence to drive improvements.

AI Virtual Agent Explorer – Travel Hospitality

AI Virtual Agent Explorer showcases use cases for travel and hospitality, highlighting how virtual agents assist customers across journeys.

• Showcases Tailored Solutions
  Explore specific applications like booking adjustments, cancellation handling, and customer inquiries tailored to the travel and hospitality sector.
• Enhances Global Reach
  Enable effortless customer interactions across diverse markets by leveraging human-like responses in multiple languages.
• Minimizes Response Time
  Respond promptly to customer requests, reducing wait times and increasing satisfaction.
• Improves Over Time
  The AI continuously enhances its responses based on feedback and interaction data, ensuring evolving support quality.