SMART QA

QA metrics can run, but they can’t hide from AI

AI-powered Smart QA stops the guessing game and puts complete agent performance in plain sight, directly in Front.

Ticketing

Someone has to review every ticket. With AI-powered Smart QA, it doesn’t have to be you.

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100% clarity, 0% manual

Insights from AI-powered scorecards, not from tedious, limited evalutions.

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Fresh feedback, daily

QA feedback delivered fast enough to turn high-quality into a habit.

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Built in, not bolted on

Native to Front, not through a duct-taped acquisition or separate vendor.

The Front AI Advantage

AI for all your tickets, not just the easy ones.

With Front AI, Autopilot automates the routine, Copilot helps teams reply faster without losing their voice, and Smart QA plus Smart CSAT use AI to show you how service is actually landing.

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AI you can trust to deliver exceptional service
Built for B2B complexity
Grounded in historical conversations
Native AI-powered QA and CSAT
Fast, flexible implementation
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“AI needs to empower our team to do their best work and help our users do the same. I won’t implement it if it can’t do the job with excellence. With each new release, it’s clear that Front feels the same way.”

Alyssa Medina VP OF CUSTOMER SUPPORT

Want the truth about service quality? Smart QA helps you get it.

Sampling is for Costco—not quality assurance.

AI automatically reviews all your tickets, removing the grind that keeps QA teams underwater.
See service quality across channels, so bad service can’t hide in your least-reviewed inbox.
From tone to clarity to empathy, you define what “good” means for your unique business.
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Service report cards you can act on, because AI won’t grade on a curve.

Tickets feed into a comprehensive dashboard, for a true view of service quality without blind spots.
No black-box scoring. Transparent dashboards for agents turns feedback into a daily signal.
QA review where it belongs: in Front, where all your customer conversations happen.
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Stop reporting on half-truths with Smart QA plus Smart CSAT.

Smart QA shows how agents perform, and Smart CSAT shows how customers experienced it.
Smart CSAT makes sure the data reflects real experiences, not who clicked a survey.
Smart CSAT also surfaces trends across channels to see where satisfaction really rises or falls.
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Ready to deliver exceptional service with Front?

Frequently asked questions

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

Smart QA uses AI to automatically review all of your tickets, not just a small sample. You get complete visibility into service quality across all channels without manual review. It’s native to Front, so QA happens where your conversations already live—no separate tools or exports.

Yes. Smart QA delivers daily feedback to agents through transparent dashboards, turning quality assurance into a real-time signal instead of a monthly report. Fast feedback helps teams build high-quality habits immediately. You define what "good" means for your business, and AI scores consistently against those criteria.

Yes. While you can use them individually, Smart QA and Smart CSAT work better together to show the complete picture—how your agents performed and how customers felt. Smart QA gives you consistent, unbiased agent performance data while Smart CSAT captures customer satisfaction. Together, they replace guesswork with complete service visibility.

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.