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 an audited, reason-stated handoff from unchecked action.
Defined terms.
- Level0
- The AI resolution layer before Level 1 support. Level0 answers calls and chats, verifies who is asking against ServiceNow, resolves eligible routine requests, and hands off with full context when a human is 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.
- Handoff triggers
- The named technical conditions under which Level0 stops and hands a case to a human — a required tool is unavailable, an operation failed, identity could not be verified, policy forbids the step, the task needs a human, or the person asks for one. Every handoff records its reason.
- ITSM
- IT Service Management. Common systems include ServiceNow, Jira Service Management, Freshservice, TOPdesk, OTRS, and Matrix42. Level0 integrates with ServiceNow today.
- 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 web chat and Slack. Microsoft Teams is built and switched on for pilot deployments.
- Automated actions
- A small, agreed set of routine actions Level0 can perform directly in the customer environment, defined per deployment during the pilot. Actions that need a human — such as re-registering a lost MFA device — are handed off, not faked.
- 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. Traditionally captured by surveys, which reach only a subset of interactions.
- MFA Recovery
- Resetting or re-registering a multi-factor authentication method after a device loss, app reset, or lockout.
- ServiceNow
- The ITSM platform Level0 integrates with today. Level0 verifies identity against ServiceNow records, searches its knowledge and open incidents, and writes fully briefed tickets back to it.