Level AI review

Level AI is built for QA leaders who want to stop sampling a handful of calls per agent. Its QA-GPT engine scores open-ended scorecard questions, not only yes or no checks, and shows the evidence and reasoning for every score across calls, chats, emails and bot conversations. Teams can keep the scorecards they already report on, mix AI-scored questions with human-scored ones in a single scorecard, and override AI scores, with those corrections used to recalibrate future scoring. Around QA the platform adds Agent Assist, screen recording, Voice of the Customer analytics and iCSAT. That depth makes it one of the most complete contact center analytics tools here. It ranks seventh because pricing is only available through a demo and because the product is not designed for marketing attribution, which half of this list's audience needs.

Who it is for

Contact centers moving from sampled QA to full coverage

Price

See vendor pricing (USD check pending).

US price check pending. See the vendor pricing page.

Key features

• Scores 100% of calls, chats, emails and bot conversations
• QA-GPT scores open-ended scorecard criteria with supporting evidence and reasoning
• Hybrid scorecards that combine AI-scored and human-scored questions
• Evaluator overrides feed back into future scoring
• Agent Assist, Voice of the Customer analytics and iCSAT in the same platform

Strengths and weaknesses

• Strength: Keeps existing QA scorecards rather than forcing a rebuild
• Strength: Shows evidence and reasoning behind each score
• Strength: Covers voice and digital channels
• Weakness: No published prices; sold through demos
• Weakness: Aimed at contact centers, not marketing attribution
• Weakness: Calibration takes QA team time during rollout

Key facts

• Pricing: Custom, via demo
• Coverage: 100% of calls, chats, emails and bot conversations
• AI engine: QA-GPT
• Scorecards: Hybrid AI and human scoring

Where it ranks

Level AI is No. 7 in our Best AI Call Analytics Software verdict.