# How Smartsheet uses Level AI

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

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

- Company: [Smartsheet](https://www.usedby.ai/companies/smartsheet.md)
- Tool: [Level AI](https://www.usedby.ai/tools/level-ai.md)
- Teams: Support, Professional Services, Finance, Quality, Product, Customer Success

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

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

- Checked: the figure 60% is printed word for word on the page, near the name of Smartsheet.
- Checked: the passage quoted above is copied word for word from the page, near the name of Smartsheet.
- Checked: Smartsheet 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/smartsheet-level-ai · How we check: https://www.usedby.ai/methodology