# Level AI Customer experience AI for support teams, combining agent assistance, interaction analytics and quality workflows. - Findings24: - ウェブサイト: - 料金: Freemium - カテゴリー: AIチャットボット, Analytics & BI ## Level AIとは？ Level AI is a customer experience platform for contact centers, combining agent assistance, interaction analytics, quality management, and AI support agents on a shared data layer. AgentGPT generates business-specific answers from organizational knowledge, while iCSAT estimates satisfaction signals from sentiment, effort, and resolution in customer interactions. Quality teams can review scored conversations, calibrate rubrics, and use findings for coaching. Retail and ecommerce operations can configure support workflows around returns, order-status questions, and loyalty requests. Connect the relevant interaction sources and business systems, define authorized actions and escalation rules, and verify important answers before use. AI scores and inferred satisfaction are evidence to review in context, not proof of a person’s intent, employee suitability, or an automatically correct business decision. ## Level AIでできること ### AgentGPT knowledge answers AgentGPT uses an organization’s data to generate answers to customer questions, giving service representatives access to relevant information during difficult interactions. ### Knowledge improvement from agent feedback Use agent feedback to improve the organizational knowledge and answers available through AgentGPT. Maintain approved, current information and review important responses; feedback does not guarantee every answer is correct. ### Interaction-based satisfaction analysis iCSAT estimates satisfaction from interaction signals such as sentiment, customer effort, and resolution. Use the results alongside original conversations and other feedback rather than treating them as direct customer-reported survey answers. ### Root-cause and trend discovery iCSAT identifies frustration points and customer feedback, and can track experience trends across locations. ### Retail contact-center automation and intelligence Configure retail and ecommerce support for returns, WISMO order-status questions, and loyalty contacts. Use interaction patterns for product or retention insights, with business-system permissions and escalation conditions defined for the deployment. ### Quality review and coaching Analyze and score supported customer conversations, calibrate shared quality rubrics, and use review findings to guide coaching. Human oversight remains important for performance and compliance-sensitive judgments. ## 利用シーン ### Help agents resolve complex questions Use business-specific AgentGPT answers as an aid during difficult support conversations, then check relevant source knowledge and escalate when the answer or permitted action is uncertain. ### Assess satisfaction beyond survey respondents CX teams can use iCSAT to review satisfaction across customer interactions and examine sentiment, effort and resolution signals in context. ### Investigate recurring service problems Quality and operations teams can use detected frustration and feedback themes to identify potential causes of poor experiences and inform service improvements. ### Handle common retail support requests Retail and ecommerce contact centers can apply the platform to returns, order-status inquiries (WISMO) and loyalty contacts, and review interaction data for product and retention insights. ## よくある質問 ### What information does AgentGPT use? AgentGPT draws on the organization’s data to generate business-specific answers and incorporates agent feedback. Keep the approved knowledge current and validate important responses; this does not establish a particular model-training mechanism or eliminate knowledge maintenance. ### How does iCSAT assess customer satisfaction? It analyzes customer interactions and combines sentiment, customer effort and resolution signals to produce a broader view of satisfaction. ### Does iCSAT replace direct customer feedback? iCSAT estimates satisfaction from conversation signals, including sentiment, effort, and resolution. These estimates are different from survey answers supplied by customers. Review the original interactions and complementary feedback before drawing conclusions or making coaching decisions. ### Which retail workflows does Level AI address? Retail workflows cover returns, WISMO order-status questions, and loyalty contacts, with product and retention analysis from interaction data. Confirm the connected systems, business rules, permitted actions, and human escalation before automating a workflow. ## クイック情報 - **Product category**: Customer experience AI platform - **Primary users**: Contact-center agents, CX, quality and operations teams - **Agent assistance**: AgentGPT answers grounded in organizational data - **Satisfaction analytics**: iCSAT model estimates from sentiment, effort, and resolution - **Retail workflows**: Returns, WISMO and loyalty contacts