L1 Automation – Are We There Yet?

The efficiency of IT support services is often dictated by the ability to manage and resolve issues quickly, especially at the L0 (Level 0) and L1 (Level 1) stages. These tiers of IT support are the backbone of any service desk, handling a high volume of incoming requests and acting as the first point of escalation for more complex problems. As organizations continue to seek ways to streamline their operations, the desire to automate L0 and L1 tasks has become a central goal for IT leaders.  

But how close are we to fully automating these crucial support levels? In this blog, we'll explore the current state of L1 automation, why it's been a long-standing goal for IT operations leaders, and how emerging technologies like GenAI and conversational AI are finally making it a reality.

Defining L0 and L1 Tasks in Enterprise Support

Before diving into automation, it’s essential to understand what L0 and L1 tasks typically involve within enterprise support. L0 refers to self-service support or automated solutions, where users can resolve issues without human intervention. L1, on the other hand, involves basic troubleshooting, ticket creation, and coordination, typically carried out by IT support agents.

L1 tasks can include:

• Answering basic IT-related questions

• Performing initial troubleshooting for common problems (e.g., password resets, software installations)

• Creating tickets for more complex issues that require escalation to L2 or L3 support

• Tracking and updating ticket statuses

• Escalating issues when L1 agents are unable to resolve them

• Coordinating between different support teams to ensure timely resolutions

L1 is often the entry point for support staff, and it serves as a critical triage layer, ensuring that higher-level engineers are only involved in complex, high-priority issues.

Why Automating L0 and L1 Is a Long-Standing Goal

For many years, IT operations leaders have dreamed of automating L0 and L1 activities. The reasons are clear: automation can reduce costs, improve response times, and free up human resources for more complex tasks. Here are some of the key factors driving the push for L1 automation:

1. Lower Skill Requirements

L1 support roles typically require generic IT knowledge, good communication skills, and basic troubleshooting abilities. These roles are often staffed by junior-level employees or even student workers in some cases, as they serve as an entry point for individuals looking to start their careers in IT. Given the high turnover and relatively low skill threshold for L1 positions, it’s no surprise that automating these tasks has been a priority.

Most L1 agents are supported by supervisors who oversee the overall operation and step in for course correction when needed. While the system works, it’s far from perfect, as it involves high employee attrition and ongoing recruitment and training costs.

2. Lower Perceived Value

While L1 support is critical to maintaining smooth IT operations, its value is often underappreciated. Most of the time, L1 tasks go unnoticed unless something goes wrong. The real value of L1 becomes apparent only when there’s a failure or escalation, which is not the kind of attention IT teams want. High-profile issues that require intervention from L2 or L3 often overshadow the day-to-day work of L1 teams, making it harder for leaders to see the ROI in maintaining a large L1 staff.

3. Availability of Alternatives

Over the years, enterprises have tried various alternatives to L1 support, including:

• Outsourcing L1 activities to external service providers

• Implementing self-service portals to enable employees to resolve issues on their own

While these approaches have seen some success, they’ve also come with significant challenges. For example, outsourcing can lead to questionable quality and cultural mismatches, making it difficult for outsourced teams to provide the level of service that employees expect. Self-service portals, on the other hand, have struggled with low adoption rates, as employees often find them cumbersome to use and prefer more direct forms of support like phone calls or emails.

Why Haven’t We Achieved Full Automation Yet?

Despite the clear desire for L1 automation, many organizations have struggled to achieve it. There are several reasons why:

1. Employee Resistance to Portals

One of the main obstacles to automating L1 support has been the low adoption rate of self-service portals. While portals were designed to empower employees to solve their own issues, they’ve often been perceived as clunky and difficult to navigate. Instead of using these tools, employees tend to take the path of least resistance—opting to call or email IT support rather than spending time figuring out the portal.

2. The Complexity of Outsourcing

Outsourcing L1 support has been a common solution, but it’s not without its drawbacks. Cultural misalignment, inconsistent quality, and time zone differences can all contribute to a poor support experience. Additionally, outsourced teams may not have the in-depth knowledge of the organization’s systems and processes needed to resolve issues quickly and effectively.

3. The Gap in Technology

Until recently, the technology available for L1 automation wasn’t sophisticated enough to handle the nuances of employee support. While basic chatbots and automated workflows have been in place for some time, they often lacked the ability to understand complex queries or provide personalized responses. As a result, they fell short of delivering the kind of experience employees expect.

What Has Changed Now?

In the past few years, several advancements in technology have brought us closer to achieving full L1 automation:

1. The Rise of GenAI

Generative AI (GenAI) has dramatically improved the capabilities of automation tools, enabling them to understand and respond to complex queries in real-time. GenAI-powered solutions can handle a wide range of tasks, from answering simple questions to performing troubleshooting and even escalating issues when necessary.

2. Access via MS Teams and Slack

With the widespread adoption of collaboration platforms like MS Teams and Slack, employees are now able to access IT support directly within the tools they already use. This eliminates the need for separate portals or phone calls, making it easier for employees to request support and get immediate assistance.

3. Rezolve.ai: Automating L1 and L0 Support

One of the most exciting developments in L1 automation comes from Rezolve.ai, a GenAI-powered platform that automates L0 and L1 tasks seamlessly within MS Teams and Slack. Here’s how Rezolve.ai is transforming L1 automation:

• Answering Questions: Employees can ask questions directly within MS Teams or Slack, and Rezolve.ai provides instant answers using its advanced knowledge base.

• Ticket Creation: Rezolve.ai can automatically create tickets for more complex issues, eliminating the need for manual entry.

• Troubleshooting and Triaging: The platform can handle basic troubleshooting and triage issues before escalating them to L2 or L3.

• Escalating Issues: When issues require human intervention, Rezolve.ai can automatically escalate the ticket to the appropriate team.

• Updating Ticket Status: Employees can check the status of their tickets in real-time within MS Teams or Slack, reducing the need for follow-up emails or phone calls.

• 24/7 Availability: Rezolve.ai is always available, ensuring that employees can get support at any time, even outside of regular working hours.

• Multi-Lingual Support: The platform supports multiple languages, making it ideal for global enterprises with diverse workforces.

• Small Task Automation: Simple tasks like password resets and getting approvals can be fully automated, reducing the workload on IT staff.

• Change Management Coordination: Rezolve.ai can help coordinate change management activities, ensuring that all necessary steps are taken for a smooth transition.

• Pattern Recognition (Coming Soon): The platform will soon be able to identify patterns in support tickets, helping IT teams spot potential problem areas before they escalate.

What Does an Automated L0/L1 Helpdesk Look Like?

So, what would a helpdesk with automated L0/L1 support look like in practice? Imagine a scenario where the majority of basic tasks—answering questions, creating tickets, troubleshooting issues—are handled by GenAI-powered systems like Rezolve.ai. Employees no longer have to wait on hold or navigate confusing portals to get the help they need. Instead, they can simply ask a question within MS Teams or Slack, and the system will provide instant support.

In this new model, support agents and supervisors act as a backup for more complex issues that require human intervention. With the bulk of repetitive tasks automated, these agents can focus on higher-level tasks and strategic initiatives, driving more value for the organization.

Next Steps: Implementing GenAI for L1 Automation

If you’re ready to explore how GenAI can transform your L1 operations, now is the time to act. By automating repetitive tasks and streamlining employee support, you can reduce costs, improve response times, and enhance the overall employee experience.

Talk to us at Rezolve.ai to learn more about how our GenAI-powered platform can automate your L1 tasks and deliver measurable ROI.  

With Rezolve.ai, you’ll be well on your way to creating a more efficient, automated IT support system that keeps your employees productive and your operations running smoothly.

Want to revolutionize your IT support game with GenAI-powered L1 automation?

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