Level AI offers a suite of AI tools for contact centers that score agent performance, surface customer sentiment, provide in-conversation hints, and host coaching workflows for managers and agents. The platform is configurable and can show real-time prompts (for example, reminding agents to authenticate customers) and generate insights on service quality and customer pulse. The company sells annual contracts priced in part by number of agents and counts customers including Affirm, Penske and Carta. Founder Ashish Nagar projects Level AI could eclipse $50 million in annual recurring revenue within roughly two years, though the company did not disclose current revenue. Level AI is built with attention to data-privacy and security flexibility, allowing customers to set retention policies, and acknowledges industry challenges such as integration, AI accuracy, and job-displacement concerns. The startup employed about 135 people and plans to expand headcount by at least a dozen in the next six months as it scales its product offerings. Level AI offers a conversational intelligence platform that supplies real-time agent assist, analytics, automation, 100% quality assurance, and new vision-based desktop monitoring and screen recording for contact center agents. The company has recently released agent screen monitoring and recording features to support remote and hybrid customer service work. Level AI integrates with cloud telephony providers (Five9, Twilio), CRMs (Salesforce, Zendesk, Kustomer) and ticketing/chat systems (Helpshift, Zendesk) to deliver end-to-end customer service capabilities. Demand has surged: Level AI added customers including OpenTable, Toast, and Carta, headcount tripled in six months, and annual recurring revenue increased multiple times over. The company positions itself to serve the roughly 4 million contact center workers and to capture growth as cloud adoption in contact centers remains under 20%. Level AI is based in Mountain View, California. Level AI builds conversational intelligence that understands customer interactions in real time and delivers relevant information to agents during calls. Its product breaks conversations into meaningful chunks, runs background workflows to surface helpful resources, and leverages call, email, and chat data to train agents and inform other parts of the business. Founder Ashish Nagar, who worked on Amazon Alexa product efforts, launched the first version of Level AI's product in March 2020 after pivoting from voice assistants for front-line workers. The company says the platform helps auditors and quality-assurance teams perform audits five to ten times faster. Level AI operates with a remote team of 27 employees across the U.S. and India. Financially, the company has raised a $13M Series A and $15M in total including a prior $2M seed.

Total raised

$72M

Funding rounds

3

Latest round

Series C

Latest activity

Jul 2024