Level AI
Level AI (agreed to be acquired by Five9) · Level AI: Contact Center AI Virtual Agents, AI Workers and Auto-QA That Score Human and AI Agents on One Rubric
Level AI is an enterprise contact center AI platform whose voice and chat virtual agents resolve customer requests such as payments, order changes, rebookings and appointment scheduling, alongside AI Workers for back-office CX analysis, automated QA of every conversation, real-time Agent Assist and Voice of the Customer analytics. It suits large contact centers in financial services, healthcare, retail and travel that want AI and human agents measured and improved on the same platform; Five9 agreed to acquire the company on November 5, 2026.
Best for
Enterprise contact centers and BPOs in financial services, healthcare, retail, insurance and travel that want voice and chat virtual agents plus automated QA, agent assist and analytics on one platform, especially teams already running Five9, Genesys, NICE or Amazon Connect
Not ideal for
Small teams that want a self-serve support bot with published pricing, developers who want to build agents in code against a documented API, ticket-centric helpdesk teams that do not run a voice contact center, and buyers who want to avoid a vendor in the middle of an acquisition
Who it's for
Contact center, CX, QA and operations leaders at large enterprises and BPOs, especially in financial services, healthcare, retail, insurance and travel
Capabilities
- AI Virtual Agent for voice and chat in more than 50 languages that handles interruptions, clarifies intent and follows business rules while it resolves the request
- Task execution on the call, with use cases Level AI lists by industry: payments (financial services), orders, returns and tracking (retail), rebookings, cancellations and upgrades (travel), and scheduling, refills and verification (healthcare)
- Healthcare virtual agents that schedule or modify appointments, register patients and complete intake in the EHR, process prescription refills, verify insurance eligibility and take PCI-compliant bill payments, with deterministic guardrails that route high-risk symptoms to medical staff
- One builder that combines agentic execution with deterministic workflows, so policy, authentication and edge-case handling can be enforced inside a natural conversation
- Virtual Agent Copilot: upload a Word document, PDF or plain-text SOP to generate a draft agent, request changes in plain language, review visual before-and-after diffs, and simulate conversations that block publishing when a critical workflow fails
- Discovery from existing interaction data to find which contact reasons to automate and how top human agents resolve them, plus a library of more than 60 industry automation edge cases
- Outbound calling with scheduled bulk campaigns, event-triggered callbacks and personalized voicemail drops
- Auto-QA (QA-GPT) that scores 100% of calls, chats, emails and bot conversations against your own scorecard with evidence and reasoning, and scores virtual agent conversations on the same rubrics as human agents
- AI Workers, launched in May 2026: task-scoped agents for executive research, conversation research with quotes, conversation analytics, coaching plans, team performance, product feedback, screen recording evaluation and sentiment, iCSAT and VoC insights, plus custom workers, connected to data through MCP and checked by evals before answering
- Real-time Agent Assist and Manager Assist with next-best actions, knowledge answers from the Phi knowledge bot, automated call notes and live sentiment and call status for supervisors
- Agent screen recording, inferred CSAT on every conversation, Voice of the Customer analytics and coaching from the same interaction data
- Level AI Latitude, seven in-house models (transcription, redaction, intent detection, summarization, inferred CSAT, QA and VoC classification) that Level AI says run on its own GPU clusters and handle about 97% of the platform's token volume; third-party AI sub-processors are contractually barred from retaining or training on customer data
- Integrations with contact center platforms including Five9, Genesys, NICE, Talkdesk, Amazon Connect, Twilio, UJET, Vonage and Dialpad, and with Salesforce, Zendesk, Intercom, Kustomer, Freshworks, Gladly and other helpdesks and knowledge systems
Limitations
- No public pricing: thelevel.ai has no pricing page and every product page leads to a demo request
- No free tier, self-serve trial or public developer or API documentation was found
- Built for enterprise contact centers; the platform has many modules (virtual agents, QA, assist, analytics, workers) that take a sales-led rollout to configure
- Five9 agreed on November 5, 2026 to acquire Level AI; until the deal closes the companies operate separately, and packaging, pricing and roadmap may change afterward
- Several capability figures on the site (containment, latency, cost versus frontier LLMs) are Level AI's own claims rather than independent benchmarks
- Virtual agent actions depend on integrating your own systems of record (payments, order management, EHR); the specific action connectors are not publicly documented
Use cases
- Answering inbound support calls and chats with a virtual agent that takes payments, changes orders, processes returns or rebooks travel and hands off to a human with context
- Automating patient scheduling, prescription refill requests and insurance eligibility checks while routing urgent symptoms to clinical staff
- Running outbound reminder, collections or callback campaigns that start a conversation when a person answers and leave a message when a machine does
- Replacing sampled manual QA with automated scoring of every human and AI conversation against the same scorecard
- Asking AI Workers to research why contact volume or customer effort rose, build coaching plans or quantify product feedback from conversations
- Adding AI quality management, agent assist and virtual agents to an existing Five9, Genesys, NICE or Amazon Connect contact center
Our take
Level AI is a different bet from most virtual agent vendors. Its strength is contact center QA and conversation intelligence, and that shows: the strongest argument for it is that the virtual agent, the human agents and the QA program all run on one data layer, so the same scorecard grades both and the same interaction history feeds automation discovery, coaching and the AI Workers. The Copilot's SOP import, plain-language edits and simulation gates address the real bottleneck of getting virtual agents changed without engineering tickets, and the mix of agentic and deterministic workflows suits regulated industries. The caveats are significant, though. There is no public pricing or developer documentation, much of the performance story is the vendor's own numbers, and the pending Five9 acquisition means buyers on other contact center platforms are trusting Five9's stated commitment to keep Level AI standalone. It makes most sense for large contact centers that want QA and automation from one supplier; teams that only need a support bot have simpler options.
Who should use it
Contact center and CX leaders at large enterprises and BPOs, especially in financial services, healthcare, retail, insurance and travel, who want voice and chat virtual agents, automated QA of every human and AI conversation, agent assist and analytics from one vendor on top of their existing CCaaS, and who need SOC 2, HIPAA and PCI coverage.
Who should skip it
Small and mid-sized teams that want published pricing or a self-serve trial, developers who want to build agents in code against a documented API, helpdesk teams whose volume is mostly email tickets, and organizations that want to avoid vendor change while Five9's acquisition is pending.
Strengths
- Virtual agents, automated QA, agent assist, screen recording and analytics share one data layer, so AI and human agents are scored on the same rubrics
- Copilot builds agents from existing SOP documents and gates releases with simulated conversations and visual diffs
- Mixes agentic conversation with deterministic workflows for authentication, policy and escalation
- Works on top of many existing contact center platforms, including Five9, Genesys, NICE, Talkdesk and Amazon Connect
- Security page lists ISO 27001, SOC 2 Type II, HIPAA with BAA, PCI DSS, HITRUST CSF and GDPR, and core models run on Level AI's own infrastructure
Weaknesses
- No public pricing, trial or developer documentation
- Pending acquisition by Five9 adds uncertainty about future packaging and roadmap
- Broad enterprise platform with a sales-led rollout, not suited to small teams
- Headline performance numbers are vendor claims
Level AI pricing
Enterprise
Custom quote
- AI Virtual Agents for voice and chat
- Auto-QA, Agent Assist, screen recording and analytics modules
- AI Workers
- Integrations with existing CCaaS, CRM and helpdesk systems
Note: Level AI publishes no prices and has no pricing page; every product page routes to a demo request. No free tier or self-serve trial is documented. Five9 agreed on November 5, 2026 to acquire Level AI, so packaging and pricing may change after the deal closes.
Technical specs
Modalities
Voice, Text
Available models
Where Level AI excels
Automating high-volume transactional calls
Discovery shows which contact reasons are worth automating and how top agents handle them; the virtual agent then takes payments, changes orders or rebooks travel on voice or chat, with deterministic steps for authentication and handoff to a human when needed.
One QA program for human and AI agents
Auto-QA scores every human and virtual agent conversation against the same scorecard with evidence, so supervisors can compare resolution quality and compliance across both and feed fixes back into coaching and the agent builder.
Healthcare patient access
Virtual agents schedule appointments, take intake, process refill requests and verify insurance in the EHR, while deterministic guardrails route urgent symptoms to clinical staff, under a platform that offers a HIPAA BAA.
Self-serve CX research for operations leaders
AI Workers answer questions over QA scores, sentiment and VoC data, such as why customer effort rose or what product issues drive calls, with quotes from conversations as evidence instead of waiting on an analyst.
Level AI vs. competitors
Level AI vs. Sierra
Sierra is an enterprise platform for branded customer-facing AI agents that take actions across support, sales and account workflows on voice, chat and messaging. Level AI also builds action-taking voice and chat agents, but sells them inside a contact center quality and intelligence suite where virtual and human agents are scored on the same QA rubrics and assisted from the same data.
Level AI vs. Decagon
Decagon builds enterprise AI support agents across chat, voice, email and SMS defined through natural-language operating procedures. Level AI's Copilot similarly turns SOP documents into agents, but Level AI adds automated QA of every conversation, real-time agent assist, screen recording and AI Workers for analysis, aimed at contact centers that also want to manage their human agents on the same platform.
Level AI vs. Ada
Ada is a no-code AI customer service automation platform for resolving chat, email and voice conversations. Level AI targets large contact centers with a voice-heavy operation and bundles virtual agents with QA, agent assist and Voice of the Customer analytics rather than focusing on automation alone.
Level AI vs. Regal
Regal is an enterprise voice AI agent platform with its own telephony, dialers, journeys and a human agent desktop, weighted toward outbound lead qualification, scheduling and collections. Level AI is designed to layer onto an existing contact center platform such as Five9, Genesys, NICE or Amazon Connect rather than supply its own dialer and agent desktop, and pairs its virtual agents with quality management, agent assist and analytics for the human team.
Frequently asked questions
What is Level AI?
Level AI is an enterprise contact center AI platform. It offers AI Virtual Agents for voice and chat that resolve customer requests, AI Workers for back-office research and analysis, automated quality assurance across every conversation, real-time Agent Assist, screen recording, inferred CSAT and Voice of the Customer analytics, powered largely by its own Latitude models.
What can Level AI's virtual agent actually do?
Level AI says its voice and chat virtual agents work in more than 50 languages and execute tasks during the conversation, such as payments in financial services, orders, returns and tracking in retail, rebookings, cancellations and upgrades in travel, and appointment scheduling, prescription refills and insurance verification in healthcare. A single builder combines agentic execution with deterministic workflows for authentication, policy and edge cases, and the agents can also make outbound calls.
How much does Level AI cost?
Level AI does not publish prices. There is no pricing page on thelevel.ai; access starts with a demo request and a custom enterprise agreement. No free tier or self-serve trial is documented.
Is Level AI being acquired by Five9?
Yes. On November 5, 2026 Five9 signed a definitive agreement to acquire Level AI for approximately $325 million in cash, expected to close in 2026 subject to closing conditions. Five9 says Level AI applications will remain available as standalone solutions for enterprises on other cloud or on-premises contact center platforms, without first buying Five9's CCaaS, and will also be offered within the Five9 Genius CX Platform. The two have partnered since 2022, with Level AI already available through the Five9 CX Marketplace, and until closing they operate as separate companies.
Does Level AI work with my contact center platform?
Level AI's integrations page lists telephony and contact center platforms including Five9, Genesys, NICE, Talkdesk, Amazon Connect, Twilio, UJET, Vonage, Dialpad and RingCentral, plus CRMs and helpdesks such as Salesforce, Zendesk, Intercom, Kustomer, Freshworks and Gladly, and knowledge sources such as Guru, Confluence, SharePoint, Google Drive and Notion.
Is Level AI HIPAA and PCI compliant?
Level AI's security page lists ISO 27001, SOC 2 Type II, HIPAA compliance with a BAA available, PCI DSS, HITRUST CSF certification and GDPR. It also describes PII redaction before AI processing, tenant isolation at inference and a contractual ban on third-party AI providers retaining or training on customer data. Audit reports are available through its Trust Center on request.
Level AI vs Sierra: what is the difference?
Both sell enterprise customer-facing AI agents that take actions. Sierra focuses on the branded agent itself across support and account workflows. Level AI pairs its virtual agents with a contact center quality and intelligence suite (Auto-QA, Agent Assist, screen recording, VoC and AI Workers), so the same rubrics and data are used to evaluate and improve both AI and human agents.
Integrations & fit
Alternatives to consider
Sierra
Enterprises that want branded, action-taking AI agents as the front door to their customer experience, with deep control over tone and guardrails
CustomDecagon
Large consumer brands automating high-volume, multi-channel customer support with on-brand, measurable AI agents
CustomAda
Mid-market and enterprise teams that want a vendor-independent AI support platform working across all channels
Custom
Regal
Enterprise consumer brands with real contact centers (Regal suggests at least 25 agents and 100,000 call minutes a month) in insurance, Medicare, lending, healthcare, education and home services that want AI agents for lead qualification, scheduling, collections and support on the same platform as their human agents, dialer and customer data
CustomAbout Level AI
Level AI is best known for contact center conversation intelligence (quality assurance, agent assist and Voice of the Customer) and now sells what it calls full stack AI for the whole customer journey, with customer-facing AI agents on the same data layer. The customer-facing piece is the AI Virtual Agent, a voice and chat agent in more than 50 languages that executes tasks on the call: Level AI lists payments for financial services, orders, returns and tracking for retail, rebookings, cancellations and upgrades for travel, and scheduling, prescription refills and insurance verification for healthcare. Teams build agents with a Copilot that turns uploaded SOPs, PDFs or policy documents into a reviewable draft, then edit it in plain language, review visual diffs before publishing, and run simulated customer conversations that block a release when a critical workflow fails. One builder mixes free-form agentic execution with deterministic workflows for authentication, policy and edge cases, and the same agents can run scheduled or event-triggered outbound calls. What sets Level AI apart from pure virtual agent vendors is the rest of the platform: Auto-QA (QA-GPT) scores 100% of calls, chats, emails and bot conversations against the company's own rubric with evidence, and virtual agent conversations are scored on the same rubrics as human agents; Agent Assist and Manager Assist guide human reps live; screen recording, inferred CSAT and Voice of the Customer analytics sit on the same data; and AI Workers, launched in May 2026, run research, analytics, coaching plans and product feedback over all of it. The platform runs on Level AI Latitude, a family of seven in-house models for transcription, redaction, intent, summarization, inferred CSAT, QA and VoC that Level AI introduced in July 2026 and says it hosts on its own GPU infrastructure. The tradeoffs: there is no public pricing, trial or developer documentation, it is built and sold for enterprise contact centers, and on November 5, 2026 Five9 agreed to buy the company for about $325 million in cash. Both companies say Level AI will stay available as a standalone product for enterprises on Five9 and other contact center platforms, but buyers should expect its roadmap and packaging to move toward the Five9 Genius CX Platform after the deal closes.
Updates from Level AI
Five9 signed a definitive agreement on November 5, 2026 to acquire Level AI for approximately $325 million in cash, expected to close in 2026 subject to closing conditions. Both companies say Level AI will remain available as a standalone solution for enterprises on Five9 and other contact center platforms and will also become part of the Five9 Genius CX Platform. Until closing they operate as separate companies with no immediate changes to contracts or support.
Level AI launched Latitude, a family of seven CX-specific models for transcription, redaction, intent detection, summarization, inferred CSAT, QA and Voice of the Customer classification that power its platform and run on Level AI's own GPU infrastructure.
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