Case Study: an online retailer improves customer experience and contact center QA with Level AI

Online Retailer - Customer Case Study

An online retailer faced significant challenges with its customer service operations, including limited oversight of agents, a manual and inefficient quality assurance process, and an inability to extract reliable customer insights from its interactions. This hindered its ability to provide consistent coaching and make proactive, data-driven decisions. To address these issues, the retailer chose to implement the comprehensive contact center intelligence platform from Level AI.

Level AI provided a solution that automated quality assurance and agent dispositioning using its generative AI and natural language understanding technology. The platform delivered detailed, real-time customer insights and streamlined coaching workflows. This implementation resulted in substantial labor savings, a reduction in unjustified refunds, a higher average order value, and fewer account cancellations, providing the online retailer with a significant return on investment and enhanced customer satisfaction.