this post was submitted on 25 Jul 2024
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What were they trying to accomplish?
Looking like they were doing something with AI, no joke.
One example was "Freddy", an AI for a ticketing system called Freshdesk: It would try to suggest other tickets it thought were related or helpful but they were, not one fucking time, related or helpful.
Ahh, those things - I've seen half a dozen platforms implement some version of that, and they're always garbage. It's such a weird choice, too, since we already have semi-useful recommendation systems that run on traditional algorithms.
It's all about being able to say, "Look, we have AI!"
That’s pretty funny since manually searching some keywords can usually provide helpful data. Should be pretty straight-forward to automate even without LLM.
Yep, we already wrote out all the documentation for everything too so it's doubly useless lol. It sucked at pulling relevant KB articles too even though there are fields for everything. A written script for it would have been trivial to make if they wanted to make something helpful, but they really just wanted to get on that AI hype train regardless of usefulness.
TFIDF and some light rules should work well and be significantly faster.
As an Australian I find the name Freddy quite apt then.
There is an old saying in Aus that runs along the lines of, "even Blind Freddy could see that....", indicating that the solution is so obvious that even a blind person could see it.
Having your Freddy be Blind Freddy makes its useless answers completely expected. Maybe that was the devs internal name for it and it escaped to marketing haha.
I actually ended up becoming blind to Freddy because of how profoundly useless it was: Permanently blocked the webpage elements that showed it from my browser lol. I think Fresh since gave up.
Don't get me wrong, the rest of the service is actually pretty great and I'd recommend Fresh to anyone in search of a decent ticketing system. Freddy sucks though.
It's bloody amazing, here I am, having all my childhood read about 20/80, critical points, Guderian's heavy points, Tao Te Ching, Sun Zu, all that stuff about key decisions made with human mind being of absolutely overriding importance over what tools can do.
These morons are sticking "AI"'s exactly where a human mind is superior over anything else at any realistic scale and, of course, could have (were it applied instead of human butt) identified the task at hand which has nothing to do with what "AI"'s can do.
I mean, half of humanity's philosophy is about garbage thinking being of negative worth, and non-garbage thinking being precious. In any task. These people are desperately trying to produce garbage thinking with computers as if there weren't enough of that already.