Chewy
For Chewy · CX leadership

For Chewy: protect the magic.
Automate the rest.

AI plus human intelligence for pet retail's most beloved CX team. Built so the Chewy bar doesn't slip as volume scales.

90%
QA coverage
Ollie Pets, with Auto-QA + VoC
+25%
CSAT lift
Across portfolio of CX teams on Level AI
60%
Efficiency gain
QA effort reallocated to coaching
Why now

Heart-led brands feel margin pressure first.

Pet retail is the most empathy-heavy CX category in commerce, and it is also where margin pressure shows up earliest. New advocates need to absorb the Chewy bar in weeks. Food-recall threads need to surface from a single call before they trend on social. And coaching has to land in the moment, with evidence, before opinion fragments the voice that built the brand.

The platform

Four pillars built for pet-parent CX.

01 Auto-QA
100% of pet-parent calls scored.
Every interaction graded against the Chewy CX rubric, not a 2% sample. Catch the call about the new puppy food the day it happens, not next quarter.
02 Agent Assist
Live workflows for Rx and autoship.
The right policy, the right tone, the right pet-parent context, surfaced in the moment so advocates can stay on voice instead of digging through Confluence.
03 Voice of the Customer
Every transcript, every signal.
Recall threads, product friction, refund spikes, sentiment shifts. The trends that today reach social before ops, surfaced for ops first.
04 Coaching
The moment, not the report.
Show advocates the exact 30 seconds that worked or that drifted from the Chewy voice. Coach with evidence, not with opinion that varies by manager.
Closest analog · Ollie Pets

From sampling to seeing every call.

"Level AI gave us 90% QA coverage on every pet-parent call. We finally see the moments that build the brand, and the ones that erode it, in time to do something about either."
CX leadership, Ollie Pets · AI-powered VoC + Auto QA
ROI math

What 100% coverage looks like at Chewy scale.

From 2% to 100%
Every pet-parent call graded against the Chewy CX rubric, not a sample of it.
+25% CSAT
Coaching that lands in the moment shifts iCSAT in a single quarter, not a fiscal year.
80% QA effort cut
Auditors move from grading to coaching. The brand voice gets reinforced where it matters.

Ready when you are, Chewy.

Thirty minutes with the CX team. We bring pet-retail benchmarks, an Ollie Pets walkthrough, and a sandbox of Auto-QA scoring a Chewy-style call.

Book the Chewy walkthrough