Level AI
Procurement partnerAbout
Level AI is a customer experience platform that deploys full stack AI agents for enterprise contact centers, scoring 100% of customer interactions across channels and automating quality management, agent coaching, and voice of customer analysis. The platform is built on Level AI's own proprietary AI architecture, including seven domain-specific models, and serves industries such as financial services, healthcare, retail, and insurance. It processes hundreds of millions of customer interactions p...
Details
Website
thelevel.aiOfferings
12 active
VenSearch Intelligence
Ideal Customer
- Level AI explicitly positions itself as 'built for the complexity of enterprise CX' and targets mid-market to enterprise contact centers, particularly those with high interaction volumes and compliance requirements.
- The platform is best suited for operations running 100+ agents with voice-heavy workflows in regulated industries like financial services, insurance, and healthcare.
Key Differentiators
- Level AI's core differentiator is its proprietary semantic intelligence engine, which understands customer intent from conversational context rather than keyword matching — a meaningful edge over legacy phrase-based analytics systems that competitors rely on.
- In July 2026, the company launched Level AI Latitude, a suite of seven CX-specific AI models trained on over 4 trillion tokens of customer service data and claimed to run 4x faster and up to 49x cheaper than general-purpose frontier LLMs.
Industries Served
- Level AI's platform is purpose-built for contact-center-intensive industries, with its own documentation and third-party analyses citing financial services, insurance, healthcare, retail/e-commerce, banking, and collections as primary verticals.
- The company holds HIPAA compliance and HITRUST CSF certification, making it well-suited for healthcare clients.
Service Coverage
- Level AI operates as a global SaaS platform headquartered in Mountain View, California, with an additional office in New Delhi/Noida, India.
- The platform serves global enterprises, with its website noting it is trusted by companies serving over 1 billion people and processing 10 billion+ annual touchpoints.
Partnerships
- Level AI has a formal channel partner program that includes System Integrators, Resellers, ISVs, Cloud Distributors, Master Agents, and sub-agents.
- On the technology side, the company integrates natively with a broad set of contact center and CRM platforms including Zendesk, Five9, Freshworks, Kustomer, Vonage, Twilio, Amazon Connect, Talkdesk, Genesys, LivePerson, LiveChat, and Dialpad.
Company Size & Ownership
- Level AI was founded in 2018 or 2019 (sources differ slightly) by Ashish Nagar, a former Amazon Alexa product manager, and operates under the legal entity name Ujwal Inc. The company has approximately 194–224 employees across offices in Mountain View, CA and India, per multiple 2025–2026 data sources.
- It has raised approximately $74–75.8 million in total venture capital across four funding rounds, with the most recent being a $39.4 million Series C in July 2024 led by Adams Street Partners.
Compliance & Certifications
- Level AI holds a comprehensive set of independently audited compliance certifications, including SOC 2 Type II, ISO 27001, HITRUST CSF, PCI DSS compliance, HIPAA compliance (with BAA available), GDPR compliance, and ISO/IEC 42001 (AI management system).
- All certifications and documentation are published through the company's Trust Center at trust.thelevel.ai, hosted on Secureframe.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
12 offeringsAgent Assist
A real-time AI assistance tool that provides agents with suggested responses and insights during live customer interactions. It can also surface manager help in real time to support agents handling complex or high-stakes conversations.
Agent GPT
An AI-powered agent tool built into the Level AI platform that leverages generative AI capabilities for customer service workflows. It is listed as a distinct product within the CX Delivery suite.
Agent Screen Recording
A monitoring tool that records and tracks agent desktop activity in real time during customer interactions. It is designed to give contact center leaders visibility into agent behavior and workflow compliance.
AI Virtual Agent
An AI-powered virtual agent that handles customer interactions from triage through resolution without human involvement. It automates voice and digital customer service workflows to increase containment rates and reduce handle time.
AI Workers
AI workers that execute complex multi-step workflows within the contact center environment. They are designed to operate alongside human agents, handling tasks that require reasoning and sequencing across the customer journey.
Analytics
A 360-degree analytics product providing comprehensive intelligence across both customer interactions and team performance. It aggregates data from omnichannel interactions, CRM, surveys, support tickets, and screen recordings into a unified view.
Auto-QA
An automated quality assurance product that scores 100% of customer conversations without requiring manual review. It standardizes quality evaluation at scale using AI-driven rubrics applied consistently across all interactions.
Coaching
An agent coaching product that builds coaching plans based on AI analysis of customer interactions. It uses shared intelligence and rubrics to help contact center managers identify performance gaps and guide agents toward improvement.
iCSAT
An AI-driven customer satisfaction scoring product that infers satisfaction scores from interaction data. It is listed as a distinct offering within the CX Strategy suite alongside Voice of the Customer and Analytics.
Level AI Latitude
A full stack AI model suite consisting of seven task-specific models purpose-built for customer experience use cases. It is described as up to 49x more cost efficient and 4x faster than general-purpose LLMs, with accuracy on par with frontier models.
Quality Management
A quality management product that scores 100% of customer conversations using AI, replacing or supplementing manual QA sampling. It enables contact centers to standardize evaluation criteria and close performance gaps at scale.
Voice of the Customer
An analytics product that extracts insights from every customer interaction to surface trends, customer pain points, and actionable intelligence. It turns omnichannel conversation data into structured signals for CX strategy and business improvement.
Considering Level AI?
Our team will work with you to determine if Level AI is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.