Level AI Expands Integrated Agentic CX Platform

Level AI has expanded its agentic CX platform, with a focus on integrating virtual agents more closely with human teams.

The company’s approach centres on combining automation with human oversight, using customer interaction data to determine where automation is most effective and appropriate.

Rather than deploying virtual agents in isolation, the platform connects AI and human agents through a shared framework of workflows, quality standards, and performance benchmarks.

This model is designed to give CX leaders visibility across both human and automated interactions, while enabling continuous learning across teams.

As part of the expansion, Level AI has enhanced its AI Virtual Agent (VA) capabilities.

The platform analyses customer interaction data to identify suitable automation opportunities, supports voice AI with low latency and interruption handling, and aligns virtual agent workflows with those of high-performing human agents.

It also incorporates adaptive workflows that combine structured process controls with more flexible reasoning for complex tasks.

Commenting on the development, Ashish Nagar, CEO of Level AI, said: “A virtual agent operating in a silo is no longer enough for the modern enterprise.

We are redefining the category by showing that a virtual agent is exponentially more powerful when it is an integrated part of a full-stack agentic CX platform that manages human interactions as well,”

“By moving away from isolated virtual agents, we’ve created a system that prioritizes a strategic human-AI blend, ensuring automation is never blind but rather a precision-engineered extension of a brand’s best performers.

This creates a compounding loop of insights and learning where every interaction-human or AI-continuously trains and levels up the experience across the entire customer journey.”

The company states that implementation timelines can be reduced to a matter of weeks, supported by built-in testing and deployment controls designed for enterprise environments.

A Director of Business Performance, Analytics at a global positioning technology company said: “Working with Level AI was a breath of fresh air after a miserable ‘failure to launch’ with our previous vendor.

We value this strategic partnership because their proprietary full-stack AI allowed us to make more progress in four weeks than we had in the previous nine months.

By instantly synthesizing over 12,000 technical assets through their native architecture, the platform now delivers precise, multilingual resolutions in real-time.

We are now confidently expanding to their proprietary Voice Agent technology to ensure our customers receive high-fidelity support before a call ever reaches our human team.”

For more information about Level AI - visit the Level AI Website