Level AI
Contact center AI that provides real-time agent coaching and automated quality assurance scoring.
Independent assessment across data handling, compliance, security and transparency.
Risk factors
3- Real-time agent coaching may involve sensitive customer data.
- Cloud-based service with third-party data handling.
- No clear opt-out for data usage in training.
Recommendations
3- Get agent consent for AI scoring
- Review sentiment analysis accuracy
- Implement fair scoring practices
Data handling
- Storage
- US servers
- Retention
- 18 months
- Training on inputs
- Yes, anonymized
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