[measure] Analytics on AI feature usage (in API, in product)

Situation: Today, except for AI and chat, there is no way of actually knowing how AI features are used by users for an admin.

Request: Let admins know how AI features are used by their teams:

• be able to extract this information through an API if not inside the product

• be able to know how it's used and what is the accuracy level.

Multiple goals:

• Measure the success of AI vs Human responses -> need a way to track which conversations used Front's AI (ratio + effectiveness i.e CSAT rankings of AI-generated, vs non-AI-generated messages)

  • Metrics like "Percentage of conversations accelerated by AI", "Percentage of Responses Created using AI?”

  • A workaround could be to automatically apply a tag when Front's AI features are used so that this can be accounted for in Analytics (CSAT, metrics, etc).

• Measure team usage and adoption to help evaluate the engagement, value, enablement ...