Level AI has announced the launch of AI Workers, a suite of specialized AI agents designed to automate research, analysis and planning workflows for enterprise contact centers. The new offering aims to help customer experience teams streamline operational processes traditionally handled manually by coaches, analysts, QA leaders and CX executives.
The company stated that nearly 100 enterprise contact centers are already using AI Workers, with more than 25,000 Worker runs completed across organizations including Smartsheet, VistaPrint and Ollie Pets.
Level AI stated that while enterprises have heavily invested in AI-powered customer-facing technologies such as chatbots, voice bots and self-service systems, operational CX teams have seen limited automation support.
The company believes general-purpose AI tools often fail to address the deeper workflows required for customer experience operations, such as linking insights to coaching plans, quality management and operational improvements.
“Every AI tool CX operations has been given stops at summarization,” said Ashish Nagar, CEO and co-founder of Level AI. “The actual workflow, from insight to coaching plan to quality improvement, still runs on manual effort.”
AI Workers are designed to address this gap by automating role-specific workflows using structured customer intelligence data already used within enterprise QA and analytics systems.
The launch includes several specialized AI Workers focused on distinct CX operational tasks.
The Coaching Plan Worker analyzes agent interactions and generates structured coaching briefs that include relevant calls, key conversation moments and actionable talking points.
The Conversation Research Worker performs semantic transcript analysis to create thematic research reports using direct customer language and interaction data.
Meanwhile, the Executive Research Worker conducts multi-step investigations across multiple data sources and generates detailed, citation-backed reports for leadership teams.
Additional AI Workers available at launch include:
Level AI stated that all AI Workers operate on a unified intelligence layer connecting transcripts, CRM records, QA frameworks, team hierarchies and AI-enriched customer signals such as sentiment, effort scores and resolution outcomes.
The company noted that the platform uses a dual retrieval system capable of searching transcripts and querying structured enterprise data simultaneously. A multi-agent orchestration layer also enables complex tasks to be divided into parallel sub-processes while maintaining traceability to source data.
An enterprise benefits administration company participating in the beta program reported that AI Workers significantly improved how teams prepared for client conversations and coaching activities.
“Having that level of information at our fingertips allows us to bring data and trends to our clients or use it internally for coaching on individual strengths, weaknesses, or opportunities within the tool. It has been really cool to work through,” said the company’s VP of Member Experience.
Level AI stated that the launch reflects a broader shift within enterprise software from systems primarily focused on recordkeeping toward systems capable of taking operational action.
“Contact centers ran out of headcount strategies years ago,” said Nagar. “Enterprise software is shifting from a system of record to a system of action. A copilot doubles a person's throughput at best. A worker creates a new line on the org chart. That is the operating model CX leaders need, and what this category is for.”
The company positions AI Workers as part of a growing enterprise AI trend focused on operational automation, workflow intelligence and AI-driven decision-making across customer experience organizations.
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