Workforce Management Featured Article
Level AI Launches to Transform Customer Interactions
The modern customer contact center is thriving today thanks to real-time insights, conversational intelligence and other cutting edge technologies that help businesses predict and cater to customer needs in the moments when they need it.
In a move to continue advancing how organizations deliver customer service, Level AI, a company founded by former Amazon Alexa product leader Ashish Nagar, has now officially launched.
Based in Mountain View, Calif., the company uses proprietary technology combined with conversational artificial intelligence to make it easier to predict and act on customer needs - further driving up customer experiences.
Level AI integrates seamlessly with more than two dozen service providers via APIs.
In addition to launching, the company has also closed $13M in Series A funding to help it increase automation capabilities and further research and development efforts for its conversational intelligence engine. This new funding brings its total to date to $15M.
Instead of just speech analytics which have traditionally been used in the call center to spot keywords and phrases that could indicate a customer issue, conversation intelligence takes it to a whole new level by constantly analyzing, in real-time so efficient and targeted assistance can be given during every interaction.
Beginning during the COVID-19 shutdowns of 2020, businesses across the globe have seen a spike in call volumes and more importantly, the need to have agents who can work remotely and connect via the cloud.
Nagar commented on the significance of the newly launched product saying, “With Level AI, we can give everyday people superpowers to do truly amazing, tailored work in a fraction of the time. This is crucial in today’s environment, where brand identity is often inextricably tied to customer experience. Level AI helps organizations use the right insights to enhance every interaction-- be it by phone, email, text or chat-- so that customers’ needs are met right away and agents can assist even more customers.”
During his time at Amazon, Nagar led the Alexa product team through a project called Alexa Prize which is where he first began to uncover the opportunities in this space. The project called for humans to interact with Alexa for 20 minutes on social topics and it ended up highlighting issues with computer to human conversations.
“Ashish has a deep understanding for key product and technology problems to be solved in the space, and he and his outstanding team have designed a product that can have a deeply positive effect on the more than four million customer service workers and brands they represent,” said Neeraj Agrawal, general partner from Battery Ventures - which lead its most recent investment round. Agrawal has also now been added to the Level AI board of directors.
Edited by Luke Bellos
