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The paid for add-on for Freddy AI for the agent has been broken for over 2 weeks now - insights have disappeared, all prompt suggestions are gone and nothing works - ‘this feature is temporarily unavailable’. 

The Freddy AI chatbot in Slack is also extremely unreliable - despite having a decent amount of articles, requests and more it regularly has problems replying to threads, offering suggestions and on more than one occasion the bot stops responding entirely - leaving the user stranded mid-support ticket. I screenshared with a support agent who admitted it is a bad experience. 

Will this paid for experience actually get better, or is this the peak of Freddy AI? 

 

 

Hey ​@HaiiloChristian 

Thanks for bringing this up on the Community. Really appreciate you flagging it. I’m checking in with our product team to understand what might be going wrong and to help you asap!

Thank you for sharing your experience—you're not alone in facing these issues. While Freddy AI has strong potential, it's clear that current performance, especially for paid users, isn't meeting expectations. Freshworks has acknowledged the problems and is reportedly working on improvements, so we can hope for better stability and feature restoration soon.

I agree with you here. I though Freddy AI would of have been better but the performance seems to be very poor. I thought would be grabbing all of our data from tickets and have a better output but definitely hasn’t wow me at all.  

Hey Christian,

Could you please raise a support ticket so we can address this on our end? Our PM has already reviewed your account and gathered some insights, but they’d like to collect a bit more information to move forward. Let me know if there’s anything I can do to help in the meantime.

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