# How Ollie uses Level AI

**90%**: “soaring from less than 1% of interactions to approximately 90%”

As published on [thelevel.ai](https://thelevel.ai/case-studies/ollie). Captured by usedby on 2026-10-08.

- Company: [Ollie](https://www.usedby.ai/companies/ollie.md)
- Tool: [Level AI](https://www.usedby.ai/tools/level-ai.md)
- Teams: Customer Experience, Quality Assurance

## What the story says

Ollie Pets uses Level AI's Voice of the Customer product to analyze customer conversations and spot trends, and uses Auto QA (InstaScore) alongside manual reviews to score agent interactions. The contact center team also asks Level AI's workers questions from other teams, such as whether customers are mentioning a particular topic.

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

> The most significant impact of Level AI has been the dramatic increase in QA coverage, soaring from less than 1% of interactions to approximately 90%. This expanded coverage, achieved without increasing the QA team's headcount, provides a much clearer picture of agent performance and customer interactions.

> I love how it provides specific examples of the trend that it’s calling out—sometimes that’s incredibly helpful to say, ‘Here’s what customers are saying, and here’s an example call to listen to.’ That’s been really impactful for us.
>
> Benny, Contact Center Leader

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 90% is printed word for word on the page, near the name of Ollie.
- Checked: the passage quoted above is copied word for word from the page, near the name of Ollie.
- Checked: Ollie uses Level AI. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/ollie-pets-level-ai · How we check: https://www.usedby.ai/methodology