# Level0 Full Agent Context

## Short Definition

Level0 is an AI-first, agentless service desk platform. It sits in front of an
existing ITSM and resolves calls, chats, self-service requests, and routine IT
work before Level 1 support is involved. Level0 is designed for DACH and
European mid-market enterprises and managed service providers.

## Positioning

Traditional service desks queue and escalate. Chatbot add-ons deflect users to
articles but often do not complete the work. Level0 is the third path: an AI
resolution layer that answers first, acts when confidence is high, and escalates
with complete context when a human is needed.

Level0 does not replace ServiceNow, Jira Service Management, Freshservice,
TOPdesk, OTRS, Matrix42, or another system of record. The existing ITSM remains
the system of record. Level0 creates or updates tickets only when needed and
adds structured context so human agents do not start from an empty ticket.

## Capabilities

### Voice Agent

Level0 answers phone calls in under two seconds. It understands intent,
checks identity through the Confidence Gate, and either resolves the request
on the call or opens a fully briefed ticket.

### Chat Agent

Level0 works in Teams, Slack, web chat, and email. It resolves requests where
it can act safely and carries the full conversation into any escalation.

### Self-service Portal

The portal provides simple employee-facing flows for common IT requests. It is
mobile-first, white-label capable, and designed to avoid internal IT jargon.

### Automation Engine

The automation layer executes routine tasks such as password resets, MFA
recovery, license assignment, group membership changes, onboarding, and
offboarding. These requests can be completed without opening a human ticket.

### Outcome Intelligence

Outcome Intelligence evaluates resolution quality for every interaction, not
only for the small share of users who answer CSAT surveys. It measures whether
the employee's problem was actually solved.

### Confidence Gate

The Confidence Gate is Level0's control layer. It decides when AI can act, when
it should ask for stronger evidence, and when the request must be escalated.
Signals can include channel, identity, country, recent login context, and
action risk.

## Integrations

Level0 is designed to sit in front of common ITSM and collaboration systems:
ServiceNow, Jira Service Management, Freshservice, TOPdesk, OTRS, Matrix42,
Microsoft Teams, Slack, web, email, Microsoft 365, and identity providers.

## Proof Points Used On The Site

- First response target: under two seconds.
- Target AI resolution rate after a pilot: 70%.
- Outcome scoring coverage: 100% of interactions.
- Pilot timeline: two to four weeks.
- Full rollout estimate: eight to twelve weeks.

## Trust And Compliance

Level0 is developed in Germany, designed for EU hosting, aligned with GDPR, and
built with EU AI Act expectations in mind. Public marketing content may be used
for AI search, AI input, and AI training. Customer data is not used to train
foundation models.

## Public Routes

- https://level0.io/
- https://level0.io/de/
- https://level0.io/ai-service-desk/
- https://level0.io/de/ki-service-desk/
- https://level0.io/servicenow-ai-layer/
- https://level0.io/mfa-recovery-automation/
- https://level0.io/glossary/

## Contact

Use the contact form on https://level0.io/#contact or email hello@level0.io.
The public Contact API is described at
https://level0.io/.well-known/openapi/contact.json.