Artificial intelligence-powered call center services startup Level AI today announced that it has raised $39.4 million in new funding to scale its product offering and increase its headcount.

Founded in 2019, Level AI specializes in enhancing customer experiences in contact centers through AI that integrates human and machine intelligence to provide real-time insights. The company’s mission is to help businesses build better customer relationships and drive efficiency, productivity, scale and excellence in sales and customer service.

Level AI’s service uses natural language processing and speech AI to analyze customer interactions across various channels, including voice calls, emails and chats. The analysis allows businesses to gain insights into customer sentiment, trends and agent performance.

The platform automates the quality assurance process to allow organizations to monitor every customer interaction with high accuracy, the company claims. With the QA process, organizations can evaluate agent performance and provide actionable feedback to enhance service quality. Real-time analytics provided by Level AI offer omnichannel analytics that can also help organizations track key performance metrics and generate custom reports.

The generative AI features of the platform can assist agents with real-time suggestions and automate repetitive tasks. Notable abilities include generating responses to customer inquiries and providing coaching plans based on performance data.

Level AI has seen solid growth and counts among its customers Quinstreet Inc., Bakkt Holdings Inc., Globalface Direct Ltd., Carta Inc., Affirm Holdings Inc. and Penske Corp.

The Series C round was led by Adams Street Partners, with Cross Creek Advisors, Brightloop Capital Inc. and existing investors Battery Ventures LP and Eniac Ventures LP also participating in the round. The new funding will be used to fuel Level AI’s strategic growth and innovation initiatives in critical areas, including advancing product development, engineering enhancements and research and development efforts.

“Level AI’s innovative approach and impressive growth trajectory were key factors in our decision to lead this funding round,” said Robin Murray, partner at Adams Street Partners. “We believe in the company’s vision and are confident in its ability to continue to transform the customer experience landscape.”

Including the new round, Level AI has raised $73.1 million in venture capital to date.

Image: Level AI