# Ujwal Inc. dba Level AI
*Also known as Level AI*

- Website: https://thelevel.ai
- Agent profile: https://nowen.ai/agents/thelevel-ai
- Industry: Contact Center

> Level AI delivers an enterprise AI-powered CX platform that unifies human agents and AI to improve contact center outcomes.

Level AI is an enterprise AI-powered customer experience platform that unifies human agents and AI to transform the end-to-end journey in contact centers. It serves large organizations across industries by delivering intelligent coaching, automated quality assurance, real-time guidance, and insights from customer interactions. Built with enterprise-grade security and governance, it integrates with common CRM and contact-center systems to improve agent performance, accuracy, and customer satisfaction while reducing handling time. The platform supports multichannel engagement and helps organizations turn conversations into actionable coaching, automation triggers, and data-driven decisions.

**Mission:** To empower organizations to deliver exceptional customer experiences by augmenting human agents with AI, automating quality and coaching workflows, and delivering actionable insights while upholding security and governance.

## Products & Services

### [Quality Assurance](https://thelevel.ai/product/quality-assurance-contact-center)
*Product*
Automate Quality Assurance to Improve Performance and Customer Satisfaction.

- **100% Conversation Review** — Reviews Every Interaction
- **QA Automation** — Streamlines QA Processes
- **Evidence-Backed Scoring** — Delivers Transparent Scores
- **Real-Time Insights** — Provides Instant Feedback
- **Customized Scorecards** — Builds Tailored Evaluations

### [Agent Assist](https://thelevel.ai/product/agent-assist)
*Product*
Empower agents with real-time AI guidance for enhanced customer interactions.

- **Next Best Actions** — Optimize Interaction Outcomes
- **Real-Time Guidance During Conversations** — Provide Instant Support
- **Knowledgebase Search** — Access Critical Information
- **Cross/upsell Opportunities** — Identify Revenue Opportunities
- **Monitor Agent Calls** — Enhance Supervision
- **Post-Call Disposition Automation** — Streamline After-Call Work
- **Automated Note-Taking** — Save Documentation Time

### [Voice of the Customer Insights](https://thelevel.ai/product/voice-of-the-customer-insights)
*Product*
Unlock actionable customer insights and enhance decision-making with VoC Insights.

- **VoC Data Capture** — Ensures Data Integrity
- **Persona-Specific Dashboards** — Provides Insights
- **Topic and Concern Categorization** — Classifies Issues
- **Knowledgebase Updates** — Informs Updates
- **Real-Time Insights** — Supports Quick Actions

### [Agent Coaching](https://thelevel.ai/product/agent-coaching)
*Product*
Enhances coaching for improved customer experience and business growth.

- **Enhanced Coaching** — Improves CX Outcomes
- **Real-Time Performance Feedback** — Enhances Immediate Feedback
- **Automated Coaching Plans** — Generates Tailored Plans
- **Performance Tracking and Analytics** — Tracks Progress Effectively
- **Data-Driven Insights** — Refines Coaching Strategies

### [Agent Screen Recording](https://thelevel.ai/product/agent-screen-recording)
*Product*
Enhance QA and coaching with comprehensive agent screen recording capabilities.

- **Screen Recording for QA** — Capture Agent Interactions
- **Omni-Channel Recording** — Streamline Quality Assessment
- **State-of-the-Art Redaction** — Protect Sensitive Information
- **Monitor Agent Activity** — Ensure Coverage
- **Smart Recording Mechanism** — Automate Recording Processes

### [Analytics](https://thelevel.ai/product/analytics)
*Product*
Gain Actionable Insights From Conversations To Enhance Performance.

- **Conversation Analytics** — Extract Valuable Insights
- **Omnichannel CX Insights** — Centralize Performance Metrics
- **Custom Report Generation** — Generate Tailored Reports
- **Integration with Data Tools** — Integrate With Existing Tools

### [Agent GPT](https://thelevel.ai/product/agentgpt)
*Product*
Enhances agent performance with real-time, AI-driven guidance.

- **GPT-powered Guidance** — Boosts Agent Efficiency
- **Knowledge Extraction** — Saves Time on Research
- **Automated Note-Taking** — Reduces Post-Call Workload
- **Real-Time Sentiment Analysis** — Enhances Customer Understanding

### [AI Virtual Agent](https://thelevel.ai/product/ai-virtual-agent)
*Product*
Automates customer interactions with human-quality voice and chat.

- **Autonomous Virtual Agent** — Automates Customer Interactions
- **Hybrid Human-AI Learning** — Improves Engagement Quality
- **Multilingual Support** — Engages Customers Worldwide
- **Unified Quality Assurance** — Maintains Quality Standards

### [Inferred CSAT (iCSAT)](https://thelevel.ai/product/icsat)
*Product*
iCSAT provides an automated, unbiased view of customer satisfaction derived from every interaction.

- **Inferred CSAT** — Automate Customer Satisfaction Measurement
- **Root Cause Analysis** — Uncover Hidden Issues
- **Actionable Insights** — Transform Data into Action
- **Sentiment Analysis** — Monitor Customer Sentiment

### [Level AI Latitude](https://thelevel.ai/product/one-ai-platform)
*Platform*
Transform customer experience with purpose-built AI models for fast and accurate support.

- **Full-Stack AI Platform** — Streamline CX Automation
- **Purpose-Built Models** — Optimize Task Performance
- **Real-Time Insights** — Enhance Decision-Making
- **Automated Quality Assurance** — Maintain High Standards
- **Extensive Analytics** — Drive Continuous Improvement
- **Integration Capabilities** — Facilitate Smooth Operations

### [AI Workers](https://thelevel.ai/product/ai-workers)
*Product*
Enhance customer experience with automated support and insights driven by AI workers.

- **On-Demand AI Workers** — Provide Automated Support
- **Multi-Agent Orchestration** — Coordinate Complex Tasks
- **Automated Quality Assurance** — Ensure Compliance
- **Data-Driven Insights** — Unlock Valuable Intelligence

### [AI Virtual Agent Explorer – Travel Hospitality](https://thelevel.ai/virtual-agent-explorer?category=travel-hospitality)
*Product*
Elevate customer interactions with AI-driven support tailored for travel and hospitality.

- **Travel & Hospitality Use Cases** — Showcases Tailored Solutions
- **Multilingual Capabilities** — Enhances Global Reach
- **Real-Time Support** — Minimizes Response Time
- **Continuous Learning Loop** — Improves Over Time

## Market Segments

- **Conversational AI and agent assist**: AI systems that power real‑time agent assistance, automated response drafting, intent classification, and contextual routing to accelerate resolution and reduce agent workload.
- **Quality management and interaction analytics** (market size $2.5B, CAGR 9.1%): 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.
- **Conversational analytics and insights** (market size $12.0B, CAGR 18%): Platforms that capture, analyze, and surface metrics, sentiment, and trends from conversational interactions to inform service improvement, compliance, and product decisions.
- **Agent coaching and performance management** (market size $760M, CAGR 9%): Tools that identify coaching opportunities, generate tailored coaching plans, track performance metrics, and deliver real-time feedback to improve agent skills and CX outcomes.
- **Conversational AI for customer service automation**: AI-driven virtual assistants, chatbots and automation that handle routine interactions, deflect volume and enable seamless human handoffs.