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Use Cases

Customer Service

All-in-one support platform

Email Management

Collaborative shared inboxes

Client Communication

Personalized service at scale

Key Features

Omnichannel

Every channel in one inbox

Resolve faster than ever

Collaboration

Work faster, together

Live chat

Real-time support and bots

Ticketing

Track support requests

Knowledge base

Deflect support questions

Analytics

Surface key customer insights

Workflow automation

Organize, route, and resolve

Support Report

Real-time service metrics

Integrations & API

Connect to other systems

Industries

Professional Services

Teams

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Using Front

Explore

Front’s Support Report

Channel Partnerships

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Front Intelligence

AI for faster, personalized
service at scale

Front Intelligence is the AI layer that transforms customer service with powerful automation, real-time assistance, and actionable insights. Seamlessly integrated into Front’s platform, it empowers teams to make smarter, faster decisions at every step of the customer experience.

Your team puts the person in
personalized service.
AI handles the rest.

Front Intelligence delivers the context, insights,
and speed to wow customers. Every time.

Automation

Work smarter not harder by deflecting customer inquiries and reducing manual tasks

Assistance

Surface insights and context in the moment to help your team resolve every issue faster

Insights

Drive critical business decisions with insights that bring your customer needs to life

response time decrease

61%

increase in resolution rate

97%

CSAT score

10%

workload reduction

Powerful AI that helps your team work their magic

Automation

Scale service seamlessly with AI Answers

Instantly resolve chat inquiries

AI Answers deflects inquiries with generative AI to free your team up to focus on the highest stakes communication.

Increase response accuracy

Responses are sourced from your trusted knowledge source, giving you control over what's shared with your customers.

Improve team efficiency

From self-service support to seamless handoffs to your team, AI Answers can help you handle higher volume.

AI Answers

Automatically deflect inquiries

Simply add AI Answers as a workflow step to let AI respond to customer questions. Use visitor data like web activity, browser, device, or related contact and account CRM records for even greater personalization.

Knowledge source control

Seamless handoffs to agents

Automatically deflect inquiries

Knowledge source control

Connect your Front Knowledge Base or any third-party link to power AI Answers. Any changes to your knowledge source will be reflected in responses for always up-to-date answers.

Seamless handoffs to agents

Collect contact details and key context to inform your team and automatically escalate unresolved tickets over chat or email for faster follow ups.

“We’re seeing resolution rates up to 51% with AI Answers, which is amazing! However, it’s really all about CX for us. We’re just happy customers are getting faster and more consistent resolutions in chat.”

Erik Finch director of operations

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Assistance

Empower your team to make every
interaction exceptional

Solve complex issues easily

Front Intelligence automatically recognizes patterns in your customer service data to suggest the right next steps for each inquiry.

Give agents a leg up

Every agent can be a subject matter expert with AI-surfaced context and the ability to ask AI questions about help content.

Raise the bar for customer support

Wow your customers with your team’s expertise, empathy, and creativity—boosted with Front Intelligence.

AI assistance for agents

AI Summarize

Skip hours spent reading endless back-and-forth threads with customers. Just let AI catch you up with auto-generated conversation overviews.

AI Compose

Suggested replies

Ask AI

AI Summarize

Skip hours spent reading endless back-and-forth threads with customers. Just let AI catch you up with auto-generated conversation overviews.

AI Compose

Refine message drafts and knowledge base articles with AI. Adjust the tone, spelling, grammar, length, and language for increased accuracy and clarity.

Suggested replies

Auto-draft replies with generative AI based on customer conversations and your help content. Agents can review and edit the AI drafts to maintain oversight and control over customer communication.

Ask AI

Let agents ask your Knowledge Base questions directly from their inbox. AI will surface the relevant information found as well as direct links to the source articles.

“Summarize with AI has saved a tremendous amount of time for us. It gives me a great, quick overview of the situation so I can get more done in my day.”

Matt Patrick director of customer success

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Learn how agents can exceed customer experience expectations with AI

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Insights

Unlock hidden opportunities within
your data with AI-generated insights

Stay on top of support issues

See conversation trends to improve processes and reduce bottlenecks.

Measure service quality

Ensure every customer conversation meets your service standards.

Leave no conversation unturned

Automatically categorize each conversation for consistent reporting.

AI reporting and analytics

AI Tagging

Track what's coming up most with customers by automatically categorizing inbound messages. Use AI tags to trigger message routing, notification, assignment, or other workflows.

Sentiment detection

AI Answers performance reports

AI Tagging

Track what's coming up most with customers by automatically categorizing inbound messages. Use AI tags to trigger message routing, notification, assignment, or other workflows.

Sentiment detection

Classify conversations based on message positivity, negativity, urgency, or churn risk to enable powerful workflows and insights.

AI Answers performance reports

Refine your self-service strategy with reporting from conversation start to completion. Understand at a glance the AI participation rate, AI answer rate, AI success rate, and AI resolution rate.

Smart QA: Get a complete view of agent performance

Replace manual ticket-by-ticket reviews with AI-powered scorecards and comprehensive reporting. Accelerate your QA process and receive a more consistent, objective view of support quality with Smart QA.

Request a demo

Customize your scorecard

Select the criteria that matter most from our extensive library like tone, professionalism, and personalization.

Auto-review every ticket

Get an automated QA scorecard on each closed ticket for a more accurate view of agent skills and performance.

Track quality at scale

Understand team performance and support effectiveness with dedicated analytics for your QA metrics.

“The best results come from combining the efficiency and analytical power of AI with the empathy and problem-solving skills of our incredible customer support team. Front helps us maintain that delicate balance between speed and quality.”

Mary Ochs head of customer support

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Front Intelligence drives a cycle of continuous innovation

Automation, assistance, and insights create a flywheel: more automation means more conversations, which leads to smarter insights and even more ways to optimize your business.

Front Intelligence leverages text generation APIs from industry-leading providers like OpenAI, Azure, and Amazon AWS and keeps up with the latest model updates for ongoing innovation.

What makes Front Intelligence so smart?

Rich data from all your customer interactions

Tens of millions of tickets and conversations are handled every week in Front, providing billions of data points for Front Intelligence.

Unified knowledge sources

We bring your help content and past conversation data together to provide more relevant, accurate AI suggestions.

AI you can trust, because you’re in control

Select your knowledge sources and determine what requires human review, so you can safely scale automation over time.

Everything Front Intelligence
can do for your support team

AI Answers

Instantly resolve live chat inquiries with responses written by AI, sourced from your help content

Suggested replies

AI Tagging

AI Summarize

AI Compose

Similar conversations

Ask AI

AI Translations

Smart QA

Ready to deliver exceptional service with Front?

Frequently asked questions

Can’t find the answer here? Our support team is happy to help.

Whether you’re looking to automate resolutions or enable your team to work more efficiently, our AI capabilities are versatile to support goals across a wide range of team functions and company sizes. And this is just the beginning — there are even more AI updates in the works across our entire platform.

AI Summarize and AI Compose are available on the current Growth plan and above. AI Answers is accessible to customers on the current Growth plan and above through the purchase of an add-on for $0.70 per resolution. More details can be found on the pricing page. All other features are currently free to use in open beta, with plan availability and pricing to be announced following open beta.

Several beta features are now available to customers on the current Growth plan and above, until we reach capacity. They are free to use during open beta but may be moved into a paid add-on in the future. Company admins can turn on the features in their company settings. See the full list of AI features in open beta here.

We expect to release our Smart QA offering in Spring 2025. You can sign up for the beta waitlist now. Join the waitlist.

We’re using OpenAI, Azure OpenAI, and Amazon AWS, which are industry-leading AI providers. Specifically, we use the text generation API.

While we may use your data to further train your model, your data will never be cross-contaminated with other companies’ data. We also have extensive data processing agreements in place with our AI providers to ensure that they’re not training their foundational models on any data that we send to them.

We never take your trust for granted and hold data privacy and protection with utmost importance. We have a dedicated, best-in-class security team, follow industry best practices for secure data, and operate in compliance including SOC 2 Type 2. Read more.