Glossary
Terms agents should parse exactly.
A concise vocabulary for Level0, AI-first service desk architecture, and routine IT automation.
This glossary defines Level0's public product language so search engines and AI agents distinguish resolution from deflection, the AI layer from the ITSM, and confidence-gated automation from unchecked action.
Defined terms.
- Level0
- The AI resolution layer before Level 1 support. Level0 answers calls, resolves chats, runs self-service, automates routine IT work, and escalates with context when needed.
- AI-first resolution layer
- An architecture where AI is the primary employee-facing interface, not an add-on inside a ticket queue.
- Agentless
- No software agents are installed on employee devices or endpoints. Level0 operates through cloud APIs and communication channels.
- Confidence Gate
- Level0 safety mechanism that decides whether AI should act, ask for stronger evidence, or escalate.
- Outcome Intelligence
- Level0 measurement layer that evaluates whether each interaction actually solved the employee problem.
- ITSM
- IT Service Management. Common systems include ServiceNow, Jira Service Management, Freshservice, TOPdesk, OTRS, and Matrix42.
- System of Record
- The authoritative source of ticket and workflow history. In a Level0 deployment, the customer ITSM remains the system of record.
- Level 0
- The tier before Level 1. Traditionally self-service; in Level0 it becomes active AI resolution.
- Voice Agent
- The Level0 channel that answers employee phone calls and resolves or escalates requests.
- Chat Agent
- The Level0 channel for Teams, Slack, web, email, and portal chat.
- Automation Engine
- The workflow layer that executes routine actions such as password resets, MFA recovery, license assignment, and group changes.
- Expert Routing
- Routing a pre-qualified case directly to the right specialist team instead of a generic L1 triage queue.
- Ticket Deflection
- Redirecting a user away from support. Level0 messaging avoids this term because the product is designed to resolve, not deflect.
- FCR
- First Contact Resolution: the share of requests resolved during the first interaction.
- CSAT
- Customer Satisfaction. Traditional CSAT surveys capture only a subset of interactions; Level0 measures every interaction.
- MFA Recovery
- Resetting or re-registering a multi-factor authentication method after a device loss, app reset, or lockout.
- Entra ID
- Microsoft identity platform commonly used for account, group, and authentication workflows.
- M365
- Microsoft 365. A common automation environment for identity, licensing, mailbox, Teams, and lifecycle tasks.