Name: Level AI: Agent Assist Product Demo
Uploaded: 2021-02-12T19:57:13.000Z
Duration: 1 min 56 s
Description: Level AI: Agent Assist Product Demo

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

PHP Frameworks

Product Lifecycle Management (PLM)

Text Editors

Development

Business Intelligence (BI)

Collaboration

Enhanced 911 (E911)

Meeting Management

PDF Editors

Payment Facilitation

Supply Chain Management

Visitor Management

Enterprise

Accounting

Blockchain Payments

Crypto Asset Management

Hedge Fund

Investor Relations

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Archiving

Cloud Storage

Composable Infrastructure

Custom Software Development Services

Data Masking

Database Performance Monitoring

Email Encryption

Endpoint Security

Firewall

Fraud Detection

IT Asset Disposal

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Internet Security

Log Management

Network Performance Monitoring

Network Traffic Analysis (NTA)

NoSQL Databases

Software Composition Analysis (SCA)

Storage Management

Value-Added Resellers (VARs)

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Channel Management

Content Management

Creative Collaboration

Domain Registration Services

Email Marketing

Marketing Automation

Native Advertising

Social Media Management

Survey & Forms Building

Translation

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Proposal

Sales

Cloud Infrastructure Entitlement Management

File Integrity Monitoring

Security

3D Modeling

Membership Management

Real Estate

Simulation

Vertical-Specific

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Users of this software have discovered that the audio graph feature greatly enhances their navigation capabilities, leading to increased productivity. By providing a visual representation of conversations, users are able to easily locate specific points within recordings, saving valuable time and effort. Additionally, the software offers real-time conversation monitoring and AI assistance, empowering users to evaluate their interactions with clients effectively. This enables them to provide immediate feedback and support while identifying areas for improvement. However, it is worth noting that some users have reported that the user interface could benefit from improvements. Furthermore, the software has limitations in differentiating between real positive and negative conversations accurately.

One of the standout aspects of this software is its ability to provide 100% coverage of interactions, ensuring that no conversation goes unnoticed or unanalyzed. Users have praised this comprehensive approach as it allows for quality feedback for support agents. With access to all interactions, agents can identify strengths and weaknesses in their communication strategies and implement targeted improvements. The software also has a valuable role in QA analytics by summarizing the results of the QA score. By consolidating the data and highlighting areas of concern or success, it aids in making informed decisions and driving future improvements. In summary, key use cases of this product include real-time conversation monitoring, AI assistance, coverage and quality feedback for support agents, and robust QA analytics.

Unclear Call Sentiment Standards: Some users have expressed confusion about the standards for analyzing call sentiment, stating that it is not clear what criteria are used to classify calls as positive or negative. This lack of clarity has led to inaccurate numbers and affected the overall accuracy of the sentiment analysis.

Overwhelming Dashboard: Users have mentioned that the dashboard contains an excessive amount of information, making it difficult to navigate and find what they need for simple tasks. This overload of data can cause users to feel lost and unsure about where to go within the dashboard.

Lack of Easy Access to Case Numbers in Salesforce: One user suggested having a convenient way to view case numbers and details directly in Salesforce. This feature would streamline workflow and improve efficiency by eliminating the need for users to switch between different platforms when accessing case-related information.

Helpful Call Details: Many users have found the call details feature to be extremely helpful in identifying areas of improvement in their customer interactions. This feature allows them to delve deep into the specifics of each call, enabling a thorough analysis and providing valuable insights for enhancing performance.

Efficient Audio Graph Navigation: Numerous reviewers have expressed their appreciation for the tool's easy-to-use audio graph navigation. This intuitive functionality enables users to quickly and effortlessly navigate through call recordings, saving time and streamlining the analysis process.

Convenient Real Time Quality Status: Users have praised the Real Time Quality Status feature for its convenience and usefulness. By providing an up-to-date snapshot of scorecards and quality metrics, it offers a seamless way to monitor performance in real time.

Level AI, headquartered in Mountain View, offers contact center QA software powered by AI & NLU.
Level AI helps quality assurance teams to automatically monitor and evaluate agent conversations. Additionally, Level AI's Real-time Agent Assist™ understands customer intent, according to the vendor with more accuracy than keyword-based systems and provides agents with guidance using the best resources for each scenario.

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Conversation Intelligence

Streamlining Quality Assurance with Level AI

Streamline Quality Assurance with Level AI

Level AI is a semantic intelligence platform that is designed to help modern contact centers streamline their QA process and create a better support experience.

Level AI: Agent Assist Product Demo

Meet Level AI agent assist--an intelligence platform for the modern contact center.

Conversation Intelligence Software Features

Conversation Intelligence Software Features allow users to automate various forms of conversation transcribing.

Speech-to-Text Transcription

Automatically transcribes audio recordings of conversations into text for easy review and analysis.

Keyword Detection

Identifies and highlights key words or phrases within the transcribed conversations to help users pinpoint important topics.

Sentiment Analysis

Analyzes the tone and sentiment of the conversation to determine the overall mood and sentiment of the participants.

Speaker Diarization

Separates and labels different speakers in the conversation, allowing users to track who said what during the discussion.

Call Recording Playback

Enables users to listen to recorded conversations for additional context and verification of the transcribed content.

Call Summarization

Provides a summary or overview of the conversation, highlighting key points and takeaways for quick reference.

Conversion Metrics

Tracks and measures conversation metrics such as talk time, silence duration, and engagement levels to evaluate communication effectiveness.

Keyword Search & Retrieval

Allows users to search for specific keywords or phrases within the conversation transcripts for efficient information retrieval.

Call Tagging

Enables users to tag conversations with labels or categories for organization and easy retrieval based on specific criteria.

Integration with CRM Systems

Integrates with Customer Relationship Management (CRM) systems to automatically log conversation details, update customer records, and track follow-up actions.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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Level AI

Overview

What is Level AI?