Level AI covers contact centre operations end to end – agent assist and coaching, screen recording, virtual agents on the delivery side, and auto-QA, voice of the customer and analytics on the strategy side, unified under its Latitude platform.
Auto-QA is the piece with the clearest business case. Traditional quality assurance samples a handful of calls per agent per month, which means judgements about someone’s performance rest on a fraction of a percent of their work – and any pattern that matters is almost certainly outside the sample. Scoring every interaction changes what quality management can honestly claim, and it makes coaching specific instead of anecdotal.
Automated scoring of agents is performance management, so treat it as such. Agents should know what is scored and how, disputes need a human review route, and a model’s judgement of empathy or tone is considerably less reliable than its judgement of whether a required disclosure was read. Use full-coverage QA to find patterns worth coaching, not to rank people by a number.
