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

Using Front

Explore

Front’s Support Report

Channel Partnerships

Learn about Workforce Management

Front AI

Customer-first service, controlled by you.
Meet Front AI.

Front AI keeps you in control to safely scale automation while maintaining service excellence. Transform customer support with Front AI's actionable insights, real-time assistance, and powerful automation.

No more mistakes-first automation. Front AI helps you safely scale your AI strategy.

Analyze

Categorize inquiries for powerful automation and drive decisions with insights

Assist

Instantly surface AI suggestions to help your team resolve every issue faster

Automate

Work smarter — not harder — by resolving customer inquiries with agentic AI

10k

hours saved quarterly

60%

faster first response

97%

CSAT score

10%

workload reduction

Powerful AI that helps your team work their magic

Analyze

Identify customer issues for powerful
automation and insights into opportunities

Auto-track contact reasons

Understand why customers reach out to power automation and reduce bottlenecks.

Measure quality and performance

Ensure every conversation meets your service standards and help agents ramp.

Go beyond satisfaction surveys

Get a more realistic view of customer satisfaction across conversations.

Data-driven insights, powered by AI

Topics

Analyze your conversation history to understand why customers reach out. With Topics, you can easily report on contact reason trends and automatically route to the right team or assignee based on the subject matter.

Smart QA

Smart CSAT

Topics

Smart QA

Get a complete understanding of agent performance with automated, AI-powered QA. Replace manual reviews with comprehensive AI scoring for all your customer conversations to save time and get a more accurate picture of agent skills.

Smart CSAT

Infer and track customer satisfaction with AI — no surveys required. Smart CSAT analyzes customer interactions and infers satisfaction levels to provide a complete view of customer satisfaction.

“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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Assist

Empower your team to make every
interaction exceptional

Solve complex issues easily

Front AI 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 respond faster with suggested replies.

Raise the bar for customer support

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

Real-time AI assistance when agents need it most

Copilot

Give your team a jumpstart on responding while maintaining control and oversight, with AI-powered drafts, based on your conversations and help content. Front constantly learns from those conversations to improve suggestions over time.

Compose

Summarize

Copilot

Compose

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

Summarize

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

“Front AI Copilot now handles a solid share of our incoming questions, giving our customer support team back meaningful hours each week.”

Matthew Gohl Chief executive officer

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Learn how agents can exceed customer experience expectations with AI

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Automate

Scale service seamlessly with
agentic AI Answers

Instantly resolve chat inquiries

Deflect inquiries with generative AI responses 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, handle higher volume without adding more headcount.

Agentic AI that keeps you in control of your CX

Automatically deflect inquiries

Simply add 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 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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Scale your support strategy with AI and automation

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Front AI drives a cycle of continuous innovation

Front AI combines the flexibility of a custom-built solution with the simplicity of an out-of-the-box AI agent. Based on your complete customer conversation history and help content, Front AI creates a categorized view of why your customers reach out, uncovering conversation trends and recommending opportunities for automation.

Front AI 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 AI 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 AI.

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 AI can do for
your support team

Copilot

Quickly generate AI drafts for complex inquiries that require agent review, based on customer conversations and your help content.

Answers

Topics

Smart QA

Smart CSAT

Summarize

Compose

Translate

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.

All Front AI features, except for Answers, are included in the latest version of the Enterprise plan. Answers is available as an add-on for $0.70 per resolution. The Professional plan includes access to Topics, Summarize, Compose, Translate, and limited usage of Copilot, with the option to purchase add-ons for access to Answers, Smart QA, Smart CSAT, and unlimited usage of Copilot. The latest Starter plan includes the same features as the Professional plan, but excludes the option to purchase the Answers add-on. More details can be found on the pricing page.

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 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.

Ensuring your data’s confidentiality, integrity, and availability is core to our mission and platform. Read more here about Front’s security, privacy and compliance practices. You also may request access to our security documentation by reaching out to your sales representative.