A complete overview of Front Design AI in 2025

Let's be honest, AI in customer support isn't some far-off concept anymore; it's part of the daily grind. Teams are scrambling to find tools that can handle the easy, repetitive stuff so their agents can focus on the trickier problems that actually require a human brain. Front is one of the many companies getting in on the action, talking up a new wave of "human-directed AI."

They've bundled all their artificial intelligence tools under a single name: Front Design AI. It's a mix of a new look for their app and a bunch of features meant to help, not replace, support agents. But what does that actually mean when you're in the trenches dealing with customer tickets?

Here, we're going to give you a straight-up overview of Front Design AI. We'll walk through its features, untangle that complicated pricing, and point out a few big limitations you should be aware of before you even think about making a switch.

What is Front Design AI?

Front Design AI isn't something you can buy on its own. It's the label for all the AI features built right into the Front customer support platform. And here’s the first thing you absolutely need to know: to get Front's AI, you have to use Front for everything. It has to be your main helpdesk.

The company's big idea is "human-directed AI." The pitch is that their AI will make your team faster and better, not kick them out of a job. It's a nice thought, and it definitely influences how their tools work.

They've built their AI around three main jobs:

• Analyze: Using AI to figure out why customers are getting in touch.

• Assist: Giving your agents tools in real-time to help them write better, faster responses.

• Automate: Taking care of simple, repetitive questions on its own.

This all sounds pretty good, but that tight integration is a double-edged sword. You can't just sprinkle these AI features onto your current setup. If your team is already settled and happy with another helpdesk, you’re looking at a massive migration project just to get your hands on Front’s AI.

Front Design AI features

Front’s AI tools are pretty slick, but they’re split into different buckets. Let's break down what each one actually does.

Analyze: How Front Design AI figures out what's going on

This batch of features is all about getting a handle on the conversations happening in your inbox.

• Topics: This tool automatically reads through your past conversations and sorts them by topic. It helps you see patterns, like a sudden spike in questions about a new feature, and you can use that info to automatically route tickets. For instance, you could send all "billing issue" messages straight to the finance team.

• Smart QA: Instead of having a manager manually read through conversations to check on quality, Smart QA uses AI to score them for you. You can set your own criteria, like whether the agent was professional or empathetic. It’s a way to handle quality checks without it taking up someone’s entire day.

• Smart CSAT: This one tries to guess how a customer is feeling based on the words they use in their message. It gives you a constant read on customer happiness, so you're not just relying on the few people who actually fill out satisfaction surveys.

The main thing to remember here is that these tools only work with data that's already inside Front. They can give you some great insights, but only if your team is 100% committed to using Front for every single customer interaction.

Assist: How Front Design AI gives agents a helping hand

These tools are designed to act like a sidekick for your support agents, helping them get through their queue faster.

• Copilot: This is Front's main agent-assist feature. It suggests replies based on your past conversations and knowledge base articles. Your agent gets a pre-written draft, can make a few edits, and then sends it off. It’s a real time-saver for answering the same questions over and over.

• Compose & Summarize: These are useful little add-ons. Compose helps agents clean up their writing by checking for tone and grammar. Summarize gives you a quick recap of a long, messy conversation so a new agent can jump in without having to read the whole thing.

But here’s a catch you need to know about. While Copilot is a big part of their sales pitch, you only get unlimited use on their most expensive Enterprise plan. If you're on a lower-tier plan, you get a small handful of suggestions a month before you have to pay a $20 per seat, per month add-on. That can get expensive, fast.

Automate: The promise of Front Design AI Autopilot

Autopilot is Front's version of a fully automated AI agent. It’s built to answer customer questions on its own, whether they come in through email, chat, or another channel. It learns from your help center and old conversations to come up with its answers.

Front pushes a "quality-first" angle here, letting you set up rules to control which questions the AI can handle and which ones need to go straight to a human.

But there's a huge catch that completely changes the math on this feature. Autopilot is a paid add-on for every single plan, and it's priced at $0.89 per resolution. This means you're paying for every single ticket the AI successfully closes, creating a cost that can swing wildly from month to month.

The Front Design AI pricing model explained

To figure out what Front Design AI will actually cost you, you have to look well beyond the sticker price of their plans. The final bill is a mix of your base plan, a bunch of potential add-ons, and those usage-based fees.

Front Design AI plans and add-on costs

This table gives you a clearer picture of where the AI features live and what they'll cost you. As you can see, a lot of the best stuff is either locked behind the top-tier plan or requires you to pay extra.

Feature	Starter ($25/seat/mo)	Professional ($65/seat/mo)	Enterprise ($105/seat/mo)
AI Topics	Included	Included	Included
AI Copilot	Limited usage or $20/seat/mo add-on	Limited usage or $20/seat/mo add-on	Included (Unlimited)
Smart QA	$20/seat/mo add-on	$20/seat/mo add-on	Included
Smart CSAT	$10/seat/mo add-on	$10/seat/mo add-on	Included
AI Autopilot	$0.89/resolution add-on	$0.89/resolution add-on	$0.89/resolution add-on

The challenge with Front Design AI per-resolution pricing

A "pay-per-resolution" model sounds simple enough, but it has a built-in downside. The better your AI gets at its job, the more you pay. This puts you in a weird spot where you're almost punished for being successful with automation, which might make you hesitant to let it handle more inquiries.

This model also makes your monthly costs totally unpredictable. If you have a busy month with a surge in support tickets, your Front bill could be way higher than you budgeted for, and there’s no easy way to see it coming.

Key limitations of Front Design AI

While Front offers a nice, clean user experience, its all-in-one philosophy comes with some serious downsides that you need to think about.

• Platform Lock-in: This is the big one. To use Front AI, you have to move your entire support operation to their platform. If your team already knows and likes using tools like Zendesk, Intercom, or Jira, you're pretty much out of luck. For many teams, being forced into a disruptive and expensive migration is a complete non-starter.

• Complex and Unpredictable Pricing: The pricing is just plain confusing. Between the base fees, the extra cost for key features per seat, and the per-resolution fee for the AI agent, your total cost is hard to calculate and even harder to predict.

• No Mention of a Safe Testing Environment: In all their documentation, there's no talk of a sandbox or simulation mode for testing your AI automations. This suggests you have to build and test your rules on live customer conversations. That's a pretty big risk, one mistake could lead to some really bad customer experiences.

A more flexible alternative: eesel AI

If all that sounds a bit restrictive, you're not wrong. That’s why other tools are taking a different route. For teams that want powerful AI without being trapped in a single ecosystem, an AI-native platform like eesel AI offers a more flexible and straightforward option. eesel AI is designed to be a smart layer that works with the tools you're already using.

Work with your existing helpdesk

Unlike Front, eesel AI’s AI Agent is made to plug right into the helpdesks teams already use, like Zendesk, Freshdesk, and Gorgias. This gets rid of the need for a painful platform migration entirely. You can make your current setup smarter instead of tearing it all down and starting over. eesel AI can also pull knowledge from all over your company, connecting to tools like Confluence or Google Docs without a fuss.

Predictable pricing without resolution fees

The way eesel AI handles pricing is a breath of fresh air compared to Front. eesel AI does not charge per resolution. The plans are based on a set monthly volume of AI interactions, so your costs are always predictable. You’re never penalized for successfully automating more customer issues. Your bill stays the same, even when your AI is handling more work.

Test with confidence using powerful simulation

One of the biggest differences with eesel AI is its simulation mode. Before your AI agent ever talks to a real customer, you can test it on thousands of your past tickets in a totally risk-free environment. This lets you see exactly how it will perform, predict its resolution rate, find gaps in your knowledge base, and tweak its behavior until you're completely confident.

Is Front Design AI the right choice for your team?

Front Design AI offers a polished, all-in-one set of AI tools that could be a great fit for teams ready to go all-in on the Front platform. Its focus on helping agents and providing a clean experience is impressive.

However, the walled-garden approach, the confusing add-on pricing, and the unpredictable per-resolution fees are major hurdles for most businesses. The demand to ditch your current helpdesk is a huge ask.

For companies that want a powerful, flexible, and affordable AI solution that improves the tools they already have, an alternative like eesel AI just makes more sense. It delivers strong automation and agent-assist features without forcing a migration or hitting you with surprise costs.

If you want to add powerful AI to your current support setup without the hidden fees and migration headaches, you should see what eesel AI can do for your team.