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

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2 months ago in AI / AI suggested replies (auto draft) 0 Backlog

[action] Auto Correct or suggest spelling and grammar suggestions

Context: Since we deprecated the Grammarly integration, customers can utilize Front's AI compose, which has grammar and spelling suggestions. Request: Would be ideal to either have auto-correct on email, (but also comment ideally) auto-suggestions...
6 months ago in AI / AI angel (QA before sending) / AI compose / Compose - write efficiently with quality 2 Backlog

Auto QA

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 ...
17 days ago in Admin audit trail / AI / AI insights / AI tracking / Insights / Team performance analytics 0 Planned

[context] Don't include closing salutation and signature in AI compose

It would be nice not to include "Best, Name" when using AI compose because this is already part of our signatures. This requires the users to remove it every time.
4 months ago in AI / AI compose 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...
4 months ago in AI / AI compose 0 Backlog

[core] AI tagging suggestion mode

No auto-tag, but being able to see the suggestions so the team can validate before tagging
4 months ago in AI / AI tagging 0 Backlog

[scale] Allow multiple AI tagging rules to be applied to one inbox

I would like to be able to AI tag messages by topic and sentiment in one inbox.
5 months ago in AI / AI tagging 1 Backlog

[context] AI to "understand" images (summary, similar conversation, tagging, suggested replies & AI answer ...)

Request: AI features to be multi-modal, meaning they could understand images within the content they are based on. For example, SimilarConversation could recommend a conversation that includes a similar image, AI tagging could classify content bas...
4 months ago in AI / AI answer for chat / AI data extraction / AI similar conversations / AI suggested replies (auto draft) / AI summary / AI tagging 0 Backlog

[package] Automatic CSAT from conversation analysis

Context: Understanding customer satisfaction is important for our business, however, today's approaches are too imperfect: Survey : asking users directly. Response rate low (1-3%) and polarized (super happy or frustrated) Not representative of all...
4 months ago in AI / AI tagging / CSAT 0 Backlog

[granularity] AI summary at the contact and account levels

See a summary of conversations with a specific contact See a summary of conversations with a specific customer/account review all email correspondence with the client account list all references to the word 'transfer pricing' with date, subject he...
5 months ago in AI / AI insights / AI summary 0 Backlog