# Level0 Full Agent Context

## Short Definition

Level0 is an AI-first, agentless service desk layer. It sits in front of an
existing ITSM and resolves calls and chats, verifies identity, and hands off a
fully briefed ticket 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, resolves eligible routine requests, and
hands off with complete context — for a named technical reason — when a human is
needed.

Level0 does not replace ServiceNow, the system of record. It creates or updates
tickets only when needed and adds structured context so human agents do not
start from an empty ticket.

## Capabilities (available today)

### Voice Agent

Level0 answers phone calls in German and English. It understands intent, verifies
identity against the ServiceNow record with a spoken-code challenge, and either
resolves an eligible request or opens a fully briefed ticket.

### Chat Agent

Level0 works in web chat and Slack. Microsoft Teams is built and is switched on
for pilot deployments. Email and WhatsApp are not available. It resolves requests
where it can act, and carries the full conversation into any handoff.

### ServiceNow identity verification

Level0 matches the caller to a ServiceNow record and confirms identity with a
spoken-code challenge — not through a directory or identity-provider integration.

### ServiceNow knowledge & incident search

Before acting, Level0 searches the customer's existing ServiceNow knowledge and
open incidents.

### Auto-briefed ticketing

Anything Level0 hands off lands in ServiceNow with identity, issue, what was
checked, next step, and the full transcript.

### Handoff triggers

Level0 hands a case to a human on named technical events: a required tool is
unavailable, an operation failed, identity could not be verified, policy forbids
the step automatically, the task needs a human, or the person asks for one. Every
handoff records its reason — not a confidence score.

## On the roadmap (not available today)

Live human handover mid-conversation; ITSM systems beyond ServiceNow; a
self-service portal; a broader library of pre-built actions; WhatsApp and further
production-grade languages.

## Pricing

Pricing is per employee per month, billed from one shared credit pool with
published overage. Specific terms are provided on request. For commercial
conversations email hello@level0.io.

## Integrations

Today: ServiceNow (ITSM), and web chat and Slack as channels. Microsoft Teams is
built and is switched on for pilot deployments. More ITSM systems are on the
roadmap. Email and WhatsApp are not available.

## Notes On Claims

Level0 has no production customers yet. Any capacity or ROI figures shown on the
site are modeled examples the reader controls, not measured customer outcomes.
Voice and chat are production-grade in German and English.

## Trust And Compliance

Level0 is a German company (registered at the Amtsgericht Bamberg, HRB 12510),
designed for GDPR compliance with named sub-processors and SCCs, and offers an
EU-resident deployment for organisations that require it. Customer data is not
used to train foundation models. Public marketing content may be used for AI
search, AI input, and AI training.

## 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.