AI

Refresh the Smart QA setup flow to improve usability

With the power of AI run Customer Support Agent quality assurance on every conversation within Front and get Score Cards and additional reporting on Agent performance on the QA qualitative metrics you care about. This Product will be an Add-On on ...

Teams who don't have a KB, store their Knowledge in Message Templates. It would be helpful to have Suggested Replies look through existing message templates

Given Chinese is one of the most commonly used language, it would be highly beneficial to us (and any other companies with a China presence) to also include Chinese as an option under Compose with AI's "Translate" function. Of all the languages av...

Insert the source of the suggested replies in the draft so agents can send it as part of the reply and help the end-user self-serve. Today, the link is present in the outline but not in the reply. This makes it harder to insert after clicking sugg...

Replying automatically to simple email requests, without having a human in the loop

Define one or multiple fields to be extracted when present from the body of an inbound message to be leveraged in workflows, dynamic objects, what have you.

Instead of keyword searching and parsing through articles, would see much more value in the ability to leverage AI answers to filter through internal KBs and surface relevant procedural info. Ability to have AI Answers in the integrations panel th...