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[accuracy] Improve suggested reply accuracy (inquiry detection, customer context aware ...)

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about 7 hours ago in AI / AI suggested replies (auto draft) 0 Backlog

[accuracy] More control over the message samples used for training (e.g after tag deletion)

Case: after tag deletion Situation: Currently, when an admin deletes an AI tag from an AI tagging rule, the associated message samples used for training are also removed. If the admin wishes to add the tag back, they must go through the process of...
3 days ago in AI tagging 0 Backlog

[language] AI Answer to support more languages

AI-based features seem to support some languages but it's not guaranteed for many of them. cc https://help.front.com/en/articles/914304#prerequisites I'd be great if features like AI answer for chat, Suggested replies could leverage knowledge base...
about 1 month ago in AI / AI answer for chat / AI language / AI suggested replies (auto draft) 0 Backlog

[action] *Automatic* AI Translation for Inbound and Outbound Messages

Situation Description: Currently, AI translation for inbound and outbound messages requires users to manually trigger the translation. This adds extra steps and actions that slow down their workflow, especially for users handling conversations in ...
19 days ago in AI / AI message translation 0 Backlog

Detect duplicate conversations & route them

Situation: Support teams can encounter multiple customer requests that are duplicates of previously resolved issues, leading to redundant work and decreased efficiency. Request: Implement a feature that automatically detects and flags duplicate cu...
about 1 month ago in AI / AI similar conversations / Workflows 1 Backlog

[context] AI answer for chat to support multiple KBs as source of knowledge

Situation: Currently, AI Answer for Chat only supports a single knowledge base, limiting its ability to draw from multiple sources of information. In scenarios where knowledge is spread across several external public knowledge bases, users cannot ...
about 1 month ago in AI / AI answer for chat 0 Backlog

[context] AI compose with a prompt and message template

Situation: Users need to respond quickly to messages, especially when dealing with simple inquiries. While the Suggested Reply feature is useful, it can be difficult to control the exact content or appropriateness of the response, and it doesn’t s...
about 1 month ago in AI / AI compose 0 Backlog

[accuracy] Similar conversation based on a more specific entity (inquriy, ticket, order, shipment ...)

Situation: The current “similar conversation” feature in Front is based on semantic proximity. This approach can be inefficient, especially when users need to find conversations related to specific entities like a ticket number, order number, ship...
29 days ago in AI / AI similar conversations 0 Backlog

[context] AI features to leverage Front Conversation History

Leverage past email history for AI Answers/AI Suggested Replies. Past email conversations are a good source of knowledge to reduce product / general inquiries because: Doesn't required to be structured in a specific format Compared to a knowledge ...
6 months ago in AI / AI answer for chat / AI knowledge / AI suggested replies (auto draft) / Chatbots 1 Backlog

[context] AI suggested replies to support external knowledge sources

Use suggested replies from a third-party KB to auto-draft emails. Same idea as this article, but with third-party KB: https://help.front.com/en/articles/914304#overview
3 months ago in AI / AI suggested replies (auto draft) 0 Backlog