Replies are easy. Getting the work done isn’t. Megan Beatty, Head of Product at Front, breaks down how Front’s latest AI updates move work from request to resolution.
Most AI in customer operations was built for the easy stuff. Password resets. Order lookups. Anything a help center article can handle. For that kind of work, it’s fine.
But the requests that actually stress out operations teams aren’t simple. They span systems, handoffs, and judgment calls that depend on context nobody paused to document. That’s where most AI stops — and where your team picks up the slack.
24% of teams said their existing AI tools were actually creating more coordination work, not less. That’s not just a tool problem. It’s a design problem. Most AI was never built to handle what you actually deal with.
We’ve spent a decade building for that complexity. Today, we’re shipping three updates to Front AI that work from a different assumption: the job doesn’t end at the reply.
Autopilot Playbooks automate your complex business processes
Autopilot Resolve lets customers complete requests from start to finish right in your app or website
Copilot is now your team’s AI assistant to figure out next steps, find information, and solve problems
Make the work run itself with Autopilot Playbooks
Prior to working on AI at Front, our Head of AI Kevin Yang ran EAT Club, a food delivery company. Every day, his team would get flooded with “Where’s my order?” questions at lunchtime.
Sounds like a simple enough question. But it’s actually a multi-step, multi-system, multi-team workflow to solve: checking the order system, the restaurant, the driver’s location, then deciding what to do next — wait for it to arrive, refund the customer, or give them the option to order something new. And all of that had to happen thousands of times, within a 60-minute window.
This is exactly the kind of complex work Autopilot Playbooks are built for. With Playbooks, you can:
Let AI take on the work that slows your team down, from multi-step requests to cross-system actions
Automate with control, using guardrails and handoffs when human judgment is needed
Handle edge cases without mapping them all, so the process keeps running as things change
The shift is simple but important: Instead of relying on people to coordinate the work, the work coordinates itself. That means fewer handoffs, clearer ownership, and processes that hold up even when things get messy or volume spikes. And you don’t have to map every possible edge case up front. If you have a process for it, Playbooks can run it.
“Autopilot Playbooks proactively capture the key information we need from customers, automating a lot of the time-consuming back-and-forth between systems. Playbooks helped reduce the time spent on scheduling by 90%, freeing up our customer service representatives to focus on solving customers’ problems.”
Don’t deflect. Resolve.
With live chat, customers don’t want faster replies — they want the job done. Most AI agents handle the easy stuff: password resets, quick lookups. The complex requests, coordination across teams, multi-step troubleshooting, land back on your team. They send a "let me check on that," but customers aren’t getting solutions sooner. They’re just getting acknowledged sooner.
Autopilot Resolve was built to address this gap, focused on real self-service and actually completing requests. Embedded directly in your app or on your website, Resolve runs the processes you’ve already defined with Playbooks, letting customers complete requests end to end, from quick questions to complex workflows. For requests that can’t be fully handled in the moment, Resolve creates a ticket with full context.
Here are some ways Autopilot Resolve can help:
Let customers handle requests like checking orders or updating bookings on the spot, without waiting for a live agent
Guide customers through complex processes step-by-step, like troubleshooting or onboarding
If anything needs to be escalated to your team, AI collects all the key details upfront so they don’t need to start from scratch
With Resolve, customers asking “where’s my order?” would trigger this same process from your app or website. Resolve would run the Playbook to confirm the order, check status across systems, and move straight to the right outcome, whether that’s an update, a replacement, or a refund, without waiting for someone on your team to pick it up. And if something did need a human, it would arrive with all the context already in place.
Instead of just deflecting, Resolve executes. It carries context through every step, so requests don’t stall out or restart as they move between systems or teams.
“Front is a key partner in Ridepanda’s AI strategy. We’re focused on deploying Autopilot in the areas where it delivers the most value, automating the right conversations while preserving high-touch work for our team. This allows us to reduce coordination overhead and drive better outcomes.”
Copilot helps teams handle the unpredictable
Good responses require full context — the account history, the open threads, the last three handoffs. As Head of Product, I get pulled into customer calls all the time, often with very little notice. Getting ready for a meeting means digging around in Salesforce, call notes, and past conversations to get up to speed on an account.
Now, I just start with Copilot. Copilot turns the signals scattered across your customer conversations into something you can actually act on. It pulls together everything it knows about the account from threads and connected tools like Gong and Salesforce. In just a few minutes, Copilot creates a clear picture of the relationship and what’s likely to come up in the conversation. The entire flow, from research to meeting prep, goes from hours to just 15 minutes.
With Copilot, you can:
Find how similar issues were handled before by searching conversations across teams and inboxes, so you don’t have to track them down yourself
Get answers from threads, knowledge, and connected systems like CRM and billing, without jumping between tools
Understand what’s going on with a customer or account across teams like sales, support, and finance before you respond
The result shows up in the moments that matter. Copilot pulls all of it together before your team hits reply, so they spend their time on the judgment call, not the detective work.
Get started with Autopilot and Copilot, built for real, complex customer work
This is everything we’ve been building toward at Front: not just faster replies, but systems that actually complete the work — especially for customers with high-stakes, complex operations where AI hasn’t been able to deliver.
Autopilot executes the routine processes through Playbooks. Resolve lets your customers get instant resolutions in real time, or a seamless handoff to your team. And Copilot supports your team in the moments that still require human judgment, bringing them up to speed to make the right call. Together, they’re built for customer operations where the work is messy, the stakes are high, and the job doesn’t stop at the reply.