Level0 is the AI resolution layer that sits in front of your ITSM. It picks up calls, resolves chats, runs your portal, and automates routine IT — before a human agent is ever involved.
+ more Employees keep using phone, chat, and the portal. Level0 identifies who is asking, understands what they need, resolves safe routine work, and turns everything else into a fully briefed ITSM ticket.
Calls, chats, and portal requests enter before the ITSM queue.
Identity, intent, risk, and available actions decide the next move.
Eligible password, MFA, access, license, and knowledge cases close here.
Every handoff lands with transcript, context, diagnosis, and next step.
Service desks drown. Chatbots deflect. Level0 is the third path — an AI layer that answers.
Your L1 fields everything. SLAs slip. Costs rise with every hire.
Another tool on top of your ITSM. Users hit dead ends and call anyway.
Voice + chat + portal + automations — resolving what it can, briefing humans for the rest.
Developed in Germany. Hosted in the EU. Aligned to the EU AI Act and GDPR by design — not by disclaimer.
Level0 Software UG · created in Berlin
Architected for EU data centres · DPF compliant
Transparent AI interaction · human escalation · full audit trail
DPA ready · no training on customer data
Decides per-call whether to automate, knowledge-respond, or pre-qualify and hand off — instead of a one-size-fits-all confidence threshold.
Frankfurt-hosted database, EU-managed infrastructure, designed to meet GDPR + EU AI Act Article 50 transparency obligations. Named EU and SCC-protected sub-processors disclosed under NDA.
When the AI cannot resolve, your L1 starts the conversation at minute zero with identity, intent, and last-known state already in the ticket.
IT-Helpdesks today carry 20–30% application-support calls outside their strict scope. Level0 is honest about where it adds value directly and where it adds value by routing with context.
Every channel, every routine task, every outcome — measured.
Phone lines that never queue. AI understands intent, verifies identity through the Confidence Gate, and either resolves on the call or opens a fully-briefed ticket in your ITSM. DE/EN production-grade; further languages pilot-recommended for production deployments.
Embedded in Microsoft Teams, Slack, web, and email. No dead-end loops. Every escalation carries the full conversation, identity, and recommended next step.
Three-click tickets. Live status. One-click automations. Mobile-first. No IT jargon. Branded to your company.
Password resets, MFA recovery, license assignments, group membership, onboarding, offboarding — executed directly in your environment. Never opened as tickets.
Beyond SLA. Beyond < 10% CSAT response. AI evaluates resolution quality on 100% of interactions and publishes board-ready reporting in real time.
MFA recovery is one of the highest-volume tickets a service desk takes, and one of the slowest. Because resetting an authenticator is a high-risk action, most desks gate it behind a call-back, a manager sign-off, or an in-person check. Meanwhile the user stays locked out of every tool.
Level0 closes the loop in minutes. The Confidence Gate checks several trust signals like call source, country, and recent login activity, and escalates to a stronger check such as government-ID verification when those aren't enough.
Once identity clears, Level0 runs the reset itself and the ticket documents itself with the full signal trail.
Got a new phone and forgot to back up Microsoft Authenticator — now I can't log in anywhere.
Happens all the time — we can sort this. I can't verify you reliably from the chat alone, so please run a quick ID check at the link below.
Identity verified — Sebastian Müller. Clearing your Authenticator registration now.
Done. Setup link sent to your work email. Re-registration takes about two minutes.
Back in. Thanks!
Drag-and-drop agents and tools. Connect your core ITSM and directory systems, and sync only what matters. Categories, metadata, and knowledge base are vectorised and ready for your agent to use on the fly during a call — so every ticket lands in the right queue with the right metadata attached.
Agents, handoff conditions, and tools as connected nodes. Versioned, previewable, rollback-safe.
Pick the best combination of voice models for your target languages, including mid-call language switching. Connect a phone number, plug into Teams — where employees are already authenticated, so identity is resolved before the conversation even starts — or bring your own SIP trunk.
Ship with pre-built rich tools and actions for your ITSM, or bring your own MCP servers.
No. Level0 sits in front of ServiceNow, Jira SM, Freshservice, TOPdesk, OTRS, Matrix42, or your current tool. It feeds them structured, pre-qualified tickets — never replaces them.
Three levers, running together. AI automation resolves routine requests end-to-end (password resets, MFA recovery, license assignment) without a ticket ever being opened. Self-service covers the long tail with answers users can act on. And for everything that does need a human, AI-assisted ticket creation captures identity, intent, and context up-front — so L1 starts from a fully briefed ticket, not a blank one. Net effect: fewer tickets, shorter tickets, less context-switching.
No customer data is used to train foundation models. Level0 retrieves from your knowledge base at inference time and logs every action. You control retention.
A pilot runs in 2–4 weeks against one channel and a small set of use cases. Full production rollout — voice, chat, portal, automation, dashboard — typically lands at 8–12 weeks. Most customers eventually need custom features or tools specific to their stack; these are developed on demand and prioritised on a case-by-case basis.
European data centres by default. No cross-border transfer. DPA available before the pilot starts.
SLAs tell you if a ticket was closed on time — not whether the problem was solved. XLAs aggregate experience scores — but hide what happened to any individual employee. CSAT surveys capture less than 10% of interactions. Resolution Insights is different: AI evaluates every single interaction for resolution quality, correctness, completeness, tone, and follow-up risk. You see per-ticket whether the employee's problem was actually solved, not just whether a ticket was marked "resolved."
Yes, in principle — this is the Expert Mode use case. Voice and chat agents act as a co-pilot to your L1/L2 agents only, never visible to end users. On the 2026 H2 roadmap and available as early-access on request for customers where Works Council or sector regulation rules out end-user-facing AI.
Free 2–4 week pilot. One channel. Full Resolution Insights dashboard. No ITSM changes required.
