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How ezCater uses Level AI

13%

“13% decrease in its overall call handling time”

As published on thelevel.ai. Captured by usedby on Oct 8, 2026.

What happened

ezCater's contact center uses Level AI's Agent Assist to surface relevant knowledge base articles to agents during live calls. It also uses Manager Assist to give supervisors real-time visibility into calls, and Auto-QA to score quality on customer experience and solution-oriented metrics.

Summary written by usedby from the source page, in English. The figures are those of Level AI and ezCater, not ours.

  • 23%“23% reduction in call hold time during peak lunch hours”
  • 94%“94% of calls served within 30 seconds”

Agent Assist, with its real-time knowledge access, helped ezCater improve the day-to-day experience of its agents and customers. Since implementing Agent Assist, ezCater has seen a 13% decrease in its overall call handling time.

From the page. thelevel.ai, captured Oct 8, 2026

Level AI not only allows us to assess where we currently stand in terms of call quality, but also provides insights on how we can continuously improve. Reviewing our calls helps us identify strengths and areas for growth.

Arianne Villarosa, Customer Service Specialist, ezCater. Source, captured Oct 8, 2026

Be really thoughtful about the training for both agents and leadership. Explain how they can leverage these tools to enhance their experience at work for successful adoption

Michaela Conserva, Senior Manager of Quality Assurance, ezCater. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 13%CheckedPrinted word for word on the page, near the name of ezCater.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of ezCater.
  • ezCater uses Level AICheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

50%“The team has cut sourcing time by roughly 50%”ezCater uses Juicebox. Another tool at ezCater75%“Globalfaces now enjoys a 75% conversion rate on verification calls”Globalfaces uses Level AI. Another customer of Level AI90%“soaring from less than 1% of interactions to approximately 90%”Ollie uses Level AI. Another customer of Level AI