For Chewy: protect the magic.
Automate the rest.
Protect the handwritten cards. Automate the things software should do. Score 100% of your pet-parent conversations. Surface emerging food-recall and feeding-issue signals on day one. Coach new advocates to the Chewy bar in weeks, not quarters.
From every Rx call to a customer who stays.
Level AI turns every Chewy pet-parent conversation — Rx renewals, autoship pauses, food-recall questions, condolence-card moments — into context that drives retention, autoship recovery, faster vet escalations, and the kind of CX you can't get from a script.
Trusted by the brands customers actually love.
Level AI scores 100% of our pet-parent conversations against our voice rubric. Rx renewals, autoship pauses, condolence-card moments — nothing slips through. Our QA team finally coaches instead of clipboards, and new advocates ramp to brand-bar in weeks.
Level AI catches the food-recall and feeding-issue signals weeks before our supplier dashboards do. When a kibble batch causes a spike in tummy-trouble calls, we know the same morning. That is what protecting pet parents looks like.
Pet retail is unforgiving. People are calling about a sick dog, a holiday autoship, an Rx that didn't ship. Level AI gives our advocates real-time guidance grounded in our policy, not a generic LLM. Our condolence-card team still sends the flowers. The AI just makes everything around it faster and more consistent.
We went from manually QA-ing 2% of pet-parent conversations to scoring 100% with Level AI. The pattern work alone — multi-pet households, autoship saves, Rx escalations to Connect with a Vet — has changed how we coach our care team.
Level AI scores 100% of our pet-parent conversations against our voice rubric. Rx renewals, autoship pauses, condolence-card moments — nothing slips through. Our QA team finally coaches instead of clipboards, and new advocates ramp to brand-bar in weeks.
Level AI catches the food-recall and feeding-issue signals weeks before our supplier dashboards do. When a kibble batch causes a spike in tummy-trouble calls, we know the same morning. That is what protecting pet parents looks like.
Pet retail is unforgiving. People are calling about a sick dog, a holiday autoship, an Rx that didn't ship. Level AI gives our advocates real-time guidance grounded in our policy, not a generic LLM. Our condolence-card team still sends the flowers. The AI just makes everything around it faster and more consistent.
We went from manually QA-ing 2% of pet-parent conversations to scoring 100% with Level AI. The pattern work alone — multi-pet households, autoship saves, Rx escalations to Connect with a Vet — has changed how we coach our care team.
Level AI scores 100% of our pet-parent conversations against our voice rubric. Rx renewals, autoship pauses, condolence-card moments — nothing slips through. Our QA team finally coaches instead of clipboards, and new advocates ramp to brand-bar in weeks.
Level AI catches the food-recall and feeding-issue signals weeks before our supplier dashboards do. When a kibble batch causes a spike in tummy-trouble calls, we know the same morning. That is what protecting pet parents looks like.
Pet retail is unforgiving. People are calling about a sick dog, a holiday autoship, an Rx that didn't ship. Level AI gives our advocates real-time guidance grounded in our policy, not a generic LLM. Our condolence-card team still sends the flowers. The AI just makes everything around it faster and more consistent.
We went from manually QA-ing 2% of pet-parent conversations to scoring 100% with Level AI. The pattern work alone — multi-pet households, autoship saves, Rx escalations to Connect with a Vet — has changed how we coach our care team.
Level AI scores 100% of our pet-parent conversations against our voice rubric. Rx renewals, autoship pauses, condolence-card moments — nothing slips through. Our QA team finally coaches instead of clipboards, and new advocates ramp to brand-bar in weeks.
Level AI catches the food-recall and feeding-issue signals weeks before our supplier dashboards do. When a kibble batch causes a spike in tummy-trouble calls, we know the same morning. That is what protecting pet parents looks like.
Pet retail is unforgiving. People are calling about a sick dog, a holiday autoship, an Rx that didn't ship. Level AI gives our advocates real-time guidance grounded in our policy, not a generic LLM. Our condolence-card team still sends the flowers. The AI just makes everything around it faster and more consistent.
We went from manually QA-ing 2% of pet-parent conversations to scoring 100% with Level AI. The pattern work alone — multi-pet households, autoship saves, Rx escalations to Connect with a Vet — has changed how we coach our care team.
A connected suite across pet-parent care.
One shared context across Rx, autoship, CarePlus, Connect with a Vet, and the condolence team. So a pet parent calling about a recall doesn't repeat themselves to four different advocates, and so the magic stays consistent across 6,000+ care-team employees.
AI Virtual Agent
Handle the rote pet-parent requests software was meant to handle: order status, autoship pause, label reprints, address changes, simple Rx renewal questions. Hand the moment-of-truth conversations — sick pets, condolence, complex multi-pet households — straight to a human advocate with full context already loaded.
Automated Quality (Auto-QA)
Score 100% of pet-parent calls, chats, and emails against the Chewy rubric — empathy, accuracy on Rx and CarePlus, autoship-save best practice, condolence handling. Auto-flag every WOW moment so your team can reinforce the magic, not just audit it. Same coverage Ollie Pets reached: 90%.
Coaching for Chewy advocates
Ramp new pet-parent advocates to the Chewy bar in weeks, not quarters. Personalized coaching plans built from real conversations — tone, autoship saves, vet-escalation timing, multi-pet account handling. Built for the holiday surge season when you onboard hundreds at once.
Voice of the Pet Parent (VoC)
Surface emerging signals on day one — food-recall whispers, feeding-issue clusters, an Rx workflow that's hiccupping, the autoship-pause reasons your dashboards don't capture. Route them to merchandising, vet ops, and supply chain before they show up in your NPS deck.
Business Insights for CX leadership
One source of truth built from every Chewy pet-parent conversation. Autoship retention drivers, CarePlus subscription friction, Connect with a Vet utilization, holiday-surge readiness — all the metrics SVP Customer Service actually has to defend in the QBR.
Agent Assist for pet-parent care
Real-time guidance during live calls — Rx workflow, CarePlus enrollment, autoship rescue scripts, food-recall talking points, the right Connect with a Vet escalation. Grounded in Chewy policy, not a generic LLM.
Measured impact for pet-parent care.
Outcomes for the Chewy CX team.
Score 100% of pet-parent calls, chats, and emails against the Chewy rubric — empathy, accuracy on Rx and CarePlus, autoship-save best practice, condolence handling. Auto-flag every WOW moment so coaches reinforce the magic instead of just sampling it. Same coverage Ollie Pets reached: 90% QA coverage with Level AI.
Keep the empathy, kill the rote work. Auto-QA every Rx, autoship, and CarePlus call, guide advocates in real time, and free your senior care team to handle the moments that built the Chewy brand. Smartsheet saw 60% efficiency lift with the same playbook.
Find the autoship-pause reasons your dashboards miss. Surface the CarePlus questions that aren't converting on web. Catch food-recall and feeding-issue clusters before they hit Twitter. Pet-parent retention compounds when you actually hear what they're saying.
Built for the brands customers actually love.
Pet retail, DTC, healthcare, financial services. The teams that can't afford to replace the empathy — only the rote work behind it.
Built for every pet-parent care role.
Defend the magic in QBRs. 100% QA coverage on every pet-parent conversation, holiday-surge readiness baked into your forecast, autoship-save and CarePlus retention drivers tied to revenue. Ramp 6,000+ care advocates without diluting the Chewy bar.
Learn moreReal-time guidance during the call: Rx renewal workflow, autoship rescue scripts, the right Connect with a Vet escalation, holiday-shipping cutoffs. Auto-disposition so the advocate can write the condolence note instead of the wrap-up notes.
Learn moreMove from reactive to proactive. Catch food-recall and feeding-issue signals before merchandising sees them. Quantify the lift on every WOW moment. Bring real numbers to the magic — without commodifying it.
Learn more
More for the Chewy CX team.
Questions from Chewy CX leaders.
Customer intelligence (CI) refers to the process of collecting, analyzing, and interpreting data about your customers to gain insights into their needs, preferences, and behaviors. This information can be used to improve various aspects of your business, such as marketing, product development, and customer service.
Personalize customer experiences: Tailor your offerings and interactions to individual needs.
Identify customer trends: Gain insights into emerging preferences and market shifts.
Improve product development: Create products and services that resonate with your target audience.
Boost customer satisfaction: Proactively address customer concerns and deliver exceptional service
Conversational intelligence is a subset of Customer Intelligence that focuses specifically on analyzing customer interactions through voice and text channels. This includes phone calls, live chats, emails, and social media messages.
Service automation refers to the use of technology to automate manual tasks traditionally performed by customer service agents. This can include tasks like:
- Real time AI assistance for agents
- Post call disposition
- Scoring agent performance in customer interactions
- Automated identification of unknown customer pain points
Level AI offers a suite of advanced artificial intelligence solutions, leveraging the latest generative AI and semantic intelligence technologies, that improve customer experience, greatly increase operational efficiency, and transform service & contact center teams into hubs of competitive advantage, insightful business intelligence, and growth.
