From 2% sampled to 100% scored. From hindsight to in-the-moment.
Auto-QA every conversation. Coach with evidence. Hear what your customers really mean. Real-time agent assist that earns its seat at the desk. The modern contact-center stack, already running at 11+ named CX organizations.
From every conversation to outcomes that move the operating plan
Level AI scores 100% of conversations, surfaces the why behind CSAT and ASAT, and gives agents in-the-moment guidance grounded in your playbook. Sample-based QA is over. Hindsight coaching is over. Welcome to the modern contact-center stack already running at Extra Space Storage, VistaPrint, Smartsheet, ezCater, Via Transportation, Ollie Pets, Sungage, Empyrean, Topcon, Kastle Systems, and Purple Innovation.
Trusted by leading CX organizations: Smartsheet, VistaPrint, Extra Space Storage, ezCater, Via Transportation, Ollie Pets and more
Level AI took us from sample-based QA to scoring 100% of conversations and lifted iCSAT 12% in the first cycle. Coaching is finally evidence-based, agents see why a call scored the way it scored, and our QA team is doubling the work in half the time.
Level AI cut our QA effort by 80% while expanding coverage to every conversation. Reviewers now spend their time on the conversations that actually matter, and frontline managers walk into one-on-ones with evidence in hand.
Customer experience has always been a priority. Level AI added eyes to a process where we only had ears before. Every conversation is now scored, themes surface in days not quarters, and we coach against ground-truth instead of gut-feel and coach our agents more effectively, which improves both team member satisfaction and customer experience.
We've gone from manually scoring 1-2% of our calls to having Level AI score 100%. The intel about our calls and our customers has helped us reshape processes, lift conversion, and finally retire the spreadsheet QA workflow our team grew up on.
Level AI took us from sample-based QA to scoring 100% of conversations and lifted iCSAT 12% in the first cycle. Coaching is finally evidence-based, agents see why a call scored the way it scored, and our QA team is doubling the work in half the time.
Level AI cut our QA effort by 80% while expanding coverage to every conversation. Reviewers now spend their time on the conversations that actually matter, and frontline managers walk into one-on-ones with evidence in hand.
Customer experience has always been a priority. Level AI added eyes to a process where we only had ears before. Every conversation is now scored, themes surface in days not quarters, and we coach against ground-truth instead of gut-feel and coach our agents more effectively, which improves both team member satisfaction and customer experience.
We've gone from manually scoring 1-2% of our calls to having Level AI score 100%. The intel about our calls and our customers has helped us reshape processes, lift conversion, and finally retire the spreadsheet QA workflow our team grew up on.
Level AI took us from sample-based QA to scoring 100% of conversations and lifted iCSAT 12% in the first cycle. Coaching is finally evidence-based, agents see why a call scored the way it scored, and our QA team is doubling the work in half the time.
Level AI cut our QA effort by 80% while expanding coverage to every conversation. Reviewers now spend their time on the conversations that actually matter, and frontline managers walk into one-on-ones with evidence in hand.
Customer experience has always been a priority. Level AI added eyes to a process where we only had ears before. Every conversation is now scored, themes surface in days not quarters, and we coach against ground-truth instead of gut-feel and coach our agents more effectively, which improves both team member satisfaction and customer experience.
We've gone from manually scoring 1-2% of our calls to having Level AI score 100%. The intel about our calls and our customers has helped us reshape processes, lift conversion, and finally retire the spreadsheet QA workflow our team grew up on.
Level AI took us from sample-based QA to scoring 100% of conversations and lifted iCSAT 12% in the first cycle. Coaching is finally evidence-based, agents see why a call scored the way it scored, and our QA team is doubling the work in half the time.
Level AI cut our QA effort by 80% while expanding coverage to every conversation. Reviewers now spend their time on the conversations that actually matter, and frontline managers walk into one-on-ones with evidence in hand.
Customer experience has always been a priority. Level AI added eyes to a process where we only had ears before. Every conversation is now scored, themes surface in days not quarters, and we coach against ground-truth instead of gut-feel and coach our agents more effectively, which improves both team member satisfaction and customer experience.
We've gone from manually scoring 1-2% of our calls to having Level AI score 100%. The intel about our calls and our customers has helped us reshape processes, lift conversion, and finally retire the spreadsheet QA workflow our team grew up on.
Sample-based QA is over.
Three forces are putting an end date on 1 to 2 percent sample QA across CX organizations: regulatory pressure on conversation evidence, modern AI that scores the population not a sliver, and agents who need real-time guidance not next-week feedback.
CX leaders at Smartsheet, VistaPrint, Extra Space Storage, ezCater, Ollie Pets, Via Transportation, Topcon, Sungage, Empyrean, Kastle Systems, and Purple Innovation already moved to the modern stack.
What changes when sample-based QA is retired
"We retired the spreadsheet QA workflow our team grew up on. Coaching is finally evidence-based, ASAT is up, and the iCSAT lift is real."
"Reviewers spend their time on the conversations that actually move CSAT and compliance. QA effort cut 80%. Coverage went up, not down."
"From manually scoring one or two percent of calls to having Level AI score the population. Process changes shipped from real evidence."
Sample-based QA was a workaround for a smaller era of the contact center
Every CX leader inherited the same constraints. QA reviewers were people, and people scaled linearly. So you sampled. One or two percent of conversations got hand-scored. The other ninety-eight percent never made it to the rubric. Coaching was opinion-based because the evidence was missing. VoC was a survey panel because the conversations were not scored. Compliance was a tagged sample because the auditors did not expect anything more.
That worked when contact centers were smaller and the stakes were lower. It does not work now. Regulators expect conversation-level evidence. Customers expect the agent to know who they are. Boards expect CSAT and ASAT to be a forecast, not a postmortem. And the math of sampling is the math of guessing about ninety-eight percent of your customer experience.
Modern AI changes the constraint. Auto-QA at the population scale is now a default, not a project. Real-time agent assist is a surface, not a press release. VoC across every conversation ships in days, not quarters. The CX leaders running on this stack: Extra Space Storage, Purple Innovation, VistaPrint, Smartsheet, Topcon, Via Transportation, Ollie Pets, Sungage, Empyrean, Kastle Systems, and ezCater. They are not running a pilot. They are running their contact centers.
If your team still scores one or two percent of conversations, the question is not whether the modern stack works. The customer outcomes have already settled that. The question is what the next quarter looks like for your CX organization with 100% scored, evidence-based coaching, and real-time agent assist running side by side. Thirty minutes is enough to find out. We will bring the benchmarks.
Bring three of your real conversations. We will score them live against your existing rubric, compare to the install-base benchmarks at Smartsheet, VistaPrint, Extra Space Storage, ezCater, Ollie Pets and Via Transportation, and walk you through what a first-cycle rollout looks like for your team. No commitment. The shortest evaluation in CX leader procurement.
Four jobs Level AI does for the modern CX leader
Make CSAT and ASAT a forecast, not a postmortem
VoC across 100% of conversations means the operating plan reflects what is actually happening on the line. Smartsheet lifted iCSAT 12% on this exact playbook. Across the install base the average CSAT lift is 25% and ASAT lift is 45%.
Ship the modern QA workflow without ripping the org
Drop in over your existing rubric and ticketing stack. Ship 100% scoring inside the first cycle, retire the spreadsheet, and free reviewers to spend time on the conversations that actually move outcomes. VistaPrint cut QA effort 80%.
Coach the floor with evidence, not impressions
Every coaching session ties to the actual call, the rubric, and the moment in the conversation. Frontline managers walk into one-on-ones with proof. Agents trust the scores. ASAT compounds quarter over quarter.
Put real-time guidance at the desk on the hardest calls
Real-time agent assist with policy-aware suggestions and live answers from your knowledge base. ezCater scaled enhanced agent service on the same stack. Earns its seat at the desk on the calls that decide the day.
The modern contact-center stack: one connected suite for every CX leader
Auto-QA, real-time agent assist, voice of the customer, and evidence-based coaching, all built on the same shared context. From sample QA to 100% coverage. From hindsight to in-the-moment guidance. From gut-feel to ground-truth.
Auto-QA: from 2% sampled to 100% scored
Score every voice and digital interaction against your real rubric. Cut 90% of the manual review load, replace sampling bias with population-level evidence, and surface the conversations that actually move CSAT and compliance.
Agent Assist
Real-time guidance the agent will actually use. Next-best-action prompts, policy-aware suggestions, and live answers from your knowledge base. Earns its seat at the desk on the hardest calls of the day.
Agent Coaching
Coaching grounded in evidence, not opinion. Every session ties back to the actual conversation, the rubric, and the moment in the call. Frontline managers walk into one-on-ones with proof, not impressions.
Voice of the Customer
Hear what your customers really mean. VoC across 100% of conversations surfaces themes, sentiment shifts, and root causes in days, not quarterly reports, so the operating plan reflects what is actually happening on the line.
Agent Coaching
Pinpoint the specific behaviors that lift CSAT and ASAT. Build coaching plans from the ground-truth of every call, ticket and chat, so improvement compounds across the team instead of resetting every QBR.
Agent Assist
Voice of the Customer at scale. Hear what your customers really mean across every interaction.
CX outcomes that show up in the operating plan
Why CX leaders move to Level AI
Auto-QA every voice and digital interaction against your real rubric. Replace sampling bias with population-level evidence. Smartsheet lifted iCSAT 12% on this exact playbook. VistaPrint cut QA effort 80% with no loss of fidelity. Extra Space Storage scaled from spreadsheet QA to coverage-on-everything in one quarteranization. Learn how VistaPrint cut QA effort 80% while expanding coverage to 100% of conversations.
Stop coaching after the fact. Real-time agent assist puts the next-best-action in front of agents while they are still on the call, with policy-aware suggestions live answers from your knowledge base, and ezCater-style enhanced agent service that compounds across the team. Coaching becomes evidence-based, frontline managers walk into one-on-ones with proof, and ASAT lifts 45%.
Voice of the Customer at scale tells you what is actually moving CSAT, ASAT, and churn: themes, sentiment shifts, and root causes across every conversation, not just last quarter's survey panel. The operating plan stops running on opinion and starts running on what customers are really saying. The same engine helps you proactively identify root-cause CX issues at the population level.
Built for the regulated, high-stakes side of customer experience
From banks and credit unions to BPOs, retail, insurance, and healthcare. CX leaders at Sungage, Empyrean, Kastle Systems, ezCater, Purple Innovation, Topcon, Smartsheet and more run their contact centers on Level AI.
From CCO to floor, built for every CX role
VP Contact Center: 100% of conversations scored, evidence-based coaching, and a single source of truth for floor performance. The exact playbook Extra Space Storage and Via Transportation use to scale QA without scaling headcounte.
Learn moreOperations: real-time agent assist that earns its seat at the desk, instant post-call dispositions, and policy-aware suggestions from past calls and your knowledge base. ezCater scaled enhanced agent service on this exact stack.
Learn moreChief Customer Officer / VP CX: turn the team from reactive to proactive with VoC across 100% of conversations. The same engine Smartsheet used to lift iCSAT 12% surfaces root causes, themes, and unknown issues in days instead of quarters.
Learn more
Reading list for the modern CX leader
Frequently Asked Questions
Sample-based QA is over. Three reasons CX leaders are moving now: regulators expect conversation-level evidence, not 2% sampling. Modern AI can score the whole population, not a sliver, against your real rubric. And agents need real-time guidance during the call, not after-the-fact feedback in next week's coaching session. Level AI is the modern contact-center stack already running at Extra Space Storage, VistaPrint, Smartsheet, ezCater and 7+ more.
Smartsheet lifted iCSAT 12% in the first cycle. VistaPrint cut QA effort 80% with no loss of fidelity.
Ollie Pets reached 90% QA coverage. Across the install base, CX leaders see 25% CSAT lift and 45% ASAT lift.
Time-to-value on a single QA cycle. Most named CX organizations on Level AI see lift inside the first scoring cycle.
Coaching shifts to evidence-based. Frontline managers walk into one-on-ones with proof, not impressions, and ASAT compounds.
Yes. Auto-QA, agent assist, voice of the customer, and coaching score 100% of phone calls, live chats, emails, and ticket conversations through the same engine. CX leaders get one source of truth across every interaction, every channel, every shift.
Spreadsheet QA, sample-based scoring, post-hoc coaching reviews, and disconnected VoC surveys. Replaced with one stack:
- Auto-QA across 100% of conversations, voice and digital
- Real-time agent assist that earns its seat at the desk
- Evidence-based coaching tied to the actual call
- VoC at population scale that surfaces root-cause CX issues in days
Because the math works at scale: 25% CSAT lift, 45% ASAT lift, 90% time saved on QA reviews, 4.7/5 on G2. Eleven-plus named CX organizations including Extra Space Storage, Purple Innovation, VistaPrint, Smartsheet, Topcon, Via Transportation, Ollie Pets, Sungage, Empyrean, Kastle Systems and ezCater run their contact center on the modern stack instead of the spreadsheet.
