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How Smartsheet uses Level AI

60%

“This shift improved their efficiency by 60% in just two years.”

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

What happened

Smartsheet's technical support team uses Level AI's AutoQA to analyze agent performance and decide which agents need coaching, and Voice of the Customer to build dashboards for product managers and customer success managers. They also use Level AI Workers to query conversation transcripts in natural language and catch issues such as a sign-up page time zone problem.

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

  • 12%“driving a 12% iCSAT score increase and a 60% gain in contact center efficiency with AutoQA and unified insights.”
  • 3.31“Between February and July, the overall internal customer satisfaction score climbed from 2.95 to 3.31.”

With the AutoQA handling the QA analysis, the team was able to swap busy work for targeted coaching. This shift improved their efficiency by 60% in just two years.

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

That's been the power of Level for us. It's no longer just debating. These are facts. These are customers' words. It's been incredibly effective and powerful that way.

Corinne Flanagan, Senior Manager of Enablement and Quality, Smartsheet. 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: 60%CheckedPrinted word for word on the page, near the name of Smartsheet.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Smartsheet.
  • Smartsheet uses Level AICheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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