Front Acquires AI-powered Voice-of-Customer Platform, Idiomatic, to Unlock Insights in Customer Conversations

Front, the industry-leading AI-powered customer service platform built for collaboration, announced the acquisition of Idiomatic, a pioneering AI-powered voice-of-customer (VoC) intelligence platform previously used by some of the world’s most customer-centric brands, including Hubspot, Instacart, Slack, and Pinterest.

“Today’s acquisition represents a continued commitment to Front’s vision to create the world’s most modern service platform. Front has supercharged our ability to provide best-in-class tools to customer service teams so that they can deliver exceptional service every day,” said Dan O’Connell, CEO of Front. “Idiomatic’s expertise in both AI and voice-of-customer analytics will redefine how Front’s 9,000+ customers engage with and learn from their customers. This acquisition will strengthen Front’s position in the customer service space, helping turn customer feedback into actionable data for all.”

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Service teams rely heavily on surveys to gauge CSAT, a method often limited by low response rates, lag, and a lack of nuance. This strategic acquisition enhances Front’s ability to deliver automated insights, like inferred customer satisfaction and product feedback, directly from every customer conversation—no matter if it’s agent- or AI-led. By unlocking previously siloed customer service data, Front empowers businesses to make smarter, customer-centric and data-driven decisions.

As part of the acquisition, Front has appointed Idiomatic Founder and CEO, Kevin Yang, to drive Front’s AI strategy and product roadmap moving forward. Along with Yang, Front welcomed Idiomatic’s research and development team and their unmatched expertise in transforming customer conversations into powerful insights. Front’s customers will get early access to features leveraging the team’s deep expertise, like smart CSAT in early 2025.

“Front and Idiomatic share the belief that all businesses benefit from a better understanding of customers– and the impact AI will have on serving customers,” said Kevin Yang, Founder and CEO of Idiomatic. “ We’re thrilled that Dan and the team share this value and will continue to bring customer feedback to the frontlines of support and service.”

The acquisition of Idiomatic will accelerate Front’s vision to become the central hub for all customer conversations and insights, helping companies of all sizes transform how they understand and serve their customers.