Frequently asked questions about Front's AI Feature terms

Last updated: March 12, 2025 

This FAQ is intended to provide more information about Front’s AI Features Terms.

Our software now includes AI-powered tools designed to make your work easier and more efficient. For example, we have AI Answers in Front Chat that permits customers to self-serve with immediate responses to questions.  These features help you get more done in less time by automatically generating content or performing tasks based on the information you provide with the power of artificial intelligence.  Descriptions of our current AI features can be found here. 

AI Features may use your data in a number of different ways to deliver the service.  For example, our AI may infer your company’s preferred tone and communication style. Our AI would use that information when generating draft responses for your team, but not for other companies.  To make these AI Features smarter and more helpful to our customers, we may use the data you share with us (like text or other content) through AI Features to improve the services we provide to you as well.  Any Customer Data used to train AI Features will be used for your benefit and available only to you and your company, and not others. As another example, we may use Customer Data to improve the set of instructions that we provide to the AI model.  Further, even though we work with trusted partners like OpenAI, Microsoft, and AWS to enable the AI Features, these partners do not use your data to improve their own AI foundation models.

We use technical organizational measures to protect your data. Learn more here.  Any personal data retained as feedback from your use of AI Features is stored in an encrypted Front-controlled environment with strict access controls. You can always contact us via the information in our Privacy Notice if you want your personal data deleted sooner, or disable Front’s AI Features from processing further data. Learn more here.

With respect to the processing of your data while providing the Service, our trusted AI model providers do not retain your data for their own purposes. This means your data is not saved anywhere after an API request to the AI model service provider has been completed. 

To enable Front’s AI Features, your company administrator can go to Settings and toggle on “AI Features.”  Learn more here.  If you enable Front’s AI Features, you consent to your data being used for product improvement that enhances your experience. If you’d prefer not to have your data used in this way, you can turn off the AI Features in your settings at any time. This means you will no longer have access to Front’s AI Features. This also stops new data from being processed through Front’s AI Features. If you later decide to turn back on AI features, your data once again will be processed  for purposes of improving Front’s AI Features. 

Any information you input into Front’s AI Features, like text or images, is considered “Customer Data.” Front’s AI Features take that data and generate outputs you can observe (like a response or suggestion). You own what you input, and you may own an output or portions thereof to the extent permitted under applicable law (see question 6 below).  Further, it's important to note that the AI’s algorithms, models, and the aggregated data upon which they are based are part of the Service we provide—they are not considered your data. In other words, Front’s AI Features and how they work (the “brains” behind the AI) belong to us and are separate from Customer Data.

Not exactly. The AI-generated responses are created by algorithms and do not have human review, so they might be inaccurate, incomplete, or biased. While we aim for Front’s AI features to be as accurate as possible, you are responsible for human review and ensuring that the information you provide (inputs) is correct and up-to-date.

Yes, they can be due to the nature of artificial intelligence. If two different customers use AI Features to ask if the sky is blue, the same answer may be returned to both parties. You may not be able to claim intellectual property rights over generic outputs like the above example since they could be similar to others.

Please don’t use AI Features in bad ways, like:

• To break the law or violate regulations in any way.

• To harm or discriminate against others, to manipulate or deceive others, to exploit others’ vulnerabilities (like age or disability).

• For making decisions that impact people's lives in a big way (like health, safety, or employment decisions).

• To create competing AI models or services that compete with Front or the trusted partners whose AI we use.

• To seek professional advice (e.g., legal, medical, or financial) without your own independent research or using AI Features as a substitute for advice provided by a qualified professional.

• To represent the AI as human or human-supervised when it is not.

Yes, the AI tools we offer are powered by platforms like OpenAI, Microsoft, and AWS. These companies have their own rules about how their AI can be used, and by using our AI Features, you agree to follow their guidelines as well. 

If you break any of these rules, we won’t be responsible for any problems that may arise.