Level AI

Customer calls, chats and emails pile up faster than any quality team can review them by hand, and Level AI sells software meant to read all of them. The company describes its platform as one layer of conversation intelligence that sits under AI agents, agent assist, quality management, coaching and analytics, so that human and automated agents work from the same rubrics. Its website says it analyzes more than a billion customer interactions a year and processes about four trillion tokens annually.

Scoring every conversation instead of a sample

The product pages group the work into delivery and strategy. On the delivery side are Coaching, Agent Assist, Screen Recording, an AI Virtual Agent that handles requests from triage to resolution, and AI Workers that carry out multi-step workflows. On the strategy side are Auto-QA, which scores conversations against a team's own criteria, Voice of the Customer analytics, and an iCSAT measure that estimates satisfaction without relying on survey replies. The site presents these as ways to move from reviewing a small sample of calls to covering all of them, and it lists retail, financial services, insurance, banks and credit unions, collections and healthcare as industries it serves, along with business process outsourcers.

Latitude, seven models for customer conversations

Level AI says its platform runs on Level AI Latitude, a family of seven task-specific models built for customer experience work rather than a general-purpose language model. The company claims they cost far less and respond faster than large general models while matching their accuracy, and Five9 repeats that they give enterprises direct control over data privacy. The site lists ISO 27001, HIPAA, SOC 2, PCI and GDPR among the standards it meets, and says the platform connects with more than 40 other tools.

Five9 agrees to buy the company

On 5 November 2026 Five9 announced a definitive agreement to acquire Level AI, valuing it at about $325 million in cash. The deal has not closed. Five9 expects completion in 2026, subject to closing conditions, and says the applications will be sold both on their own and as part of its own platform. Five9's release names Gusto, Chime, Empyrean and VistaPrint as current customers and says the two companies have worked together since 2022. Founder and chief executive Ashish Nagar is a former product leader at Amazon.

Key facts

People: Ashish Nagar (founder and CEO); Sumeet Khullar (co-founder and CTO); James Manno (chief revenue officer) Customers: Gusto, Chime, Empyrean and VistaPrint, as named by Five9 (company statements) Products or Services: Auto-QA, Agent Assist, AI Virtual Agent, AI Workers, Coaching, Voice of the Customer, Analytics, Screen Recording, Level AI Latitude models Funding: Backed by Battery Ventures, Adams Street Partners, Village Global, Eniac Ventures, StartX and Cross Creek; agreed on 5 November 2026 to be acquired by Five9 for about $325 million in cash, not yet closed Website: thelevel.ai