Frontline workers, like customer service workers, are the biggest human capital in the world. So, my idea was to use ambient computing - AI that you can just talk to and it listens in the background - to augment human work. Level AI's software enables brands to get insights on the pulse of the customer, quality of the service being delivered, and action plans to improve service performance.
Depending on how the platform's configured, it can show hints to agents throughout a conversation with a customer, like a reminder to authenticate the customer's identity. Level AI can also attempt to gauge a customer's sentiment and respond appropriately, for example highlighting for an agent that a customer is upset about a late delivery.
Key challenges in the AI-powered customer service industry include data privacy and security concerns, seamless integration with existing systems, AI accuracy and reliability, potential job displacement fears, keeping pace with evolving technologies, ethical standards, and regulatory compliance. Level AI is built to address these.
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