TABLE OF CONTENTS

• How does Freddy AI use your data?
• How do I opt out of AI Training on my data?
• Can I disable AI features if I choose not to use them?
• Where do I turn on AI features after purchasing? 
• How does Freddy AI protect your data? 
• Is Customer data ever used to train Freddy AI models?
• Is Customer Data ever shared with third-party AI providers to train their models?
• What features will customers lose when they opt out of training all AI models?
• What features will customers lose when they opt out of training Collaborative Models?
• How does Freddy AI prevent the generation of toxic, unsafe, or manipulated content?
• How does Freddy AI ensure unbiased decision-making, answer, and action accuracy?
• How does Freddy AI improve over time?
• What models does Freddy AI use?
• By adopting Freddy AI features, will any of the data ever leave the region the customer is hosted in? 
• Does using Freddy AI change my analysis of HIPAA compliance?

This FAQ answers common questions about how Freddy AI handles data, security, and responsible usage. It provides clarity on the safeguards in place to help customers use Freddy AI with confidence. 

These FAQs apply only to Freshworks Freddy AI-branded products and specifically exclude D42 or FireHydrant products and services. 

1. How does Freddy AI use your data?

Freddy AI takes a security-minded approach to developing and deploying its AI features. Many of these features use a combination of model types to provide the best balance of quality and performance to our products. Freddy AI uses three main types of AI models:

• Custom Models: These AI models are hosted by Freshworks and may be trained on your organization’s own data to improve your individual product experience.

• Collaborative Models: These Freshworks-hosted AI models will be trained on data from multiple customers for improving model accuracy and performance.

• Third-party generative models: Freddy AI uses third-party providers for generative AI features. Under our contractual agreements with these third-party providers, your data is not stored long term, is not used for model training or fine-tuning, and is processed only to generate results. Please refer to our third-party subprocessor disclosures here. 

How your data is used will depend on which products and features you are using. 

Customers may opt out AI features including the use of their data for AI Training at any time by contacting support@freshworks.com.

2. How do I opt out of AI Training on my data?

Freshworks offers Customers freedom of choice in how their data is used by AI and in AI Training of Freshworks AI models. Freshworks only uses data from Customers who are using AI features for AI Training. If you do not purchase or have any AI features enabled, your data will not be used for AI Training purposes. If you have enabled AI features you may opt out of your data being used to train AI models in the following ways:

• Opting Out of Collaborative Models. Customers who wish to opt out of their data being used to train models trained on data from multiple customers may do so by contacting support@freshworks.com and indicate that you wish to opt out of Collaborative Models Training. Once opted out, you will continue to have access to Freddy AI features except Auto Triage and Initiating Change Suggester which will fail to return results after opt out. Other features may experience reduced performance since your data will not contribute to those shared model improvements. 

• Opting Out of All AI Training. Customers who wish to opt out of their data being used to train both Collaborative Models and Custom Models may do so by turning off these features in their admin console, or alternatively by contacting support@freshworks.com and indicate that you wish to opt out of All AI Training. By doing so, you will disable AI features that rely on model training, such as those powered by Collaborative and Custom Models. You will still have access to AI features that do not use your data for training, including those powered by third-party generative models.

Opting out of AI Training will have no effect on non-AI related Freshworks services. 

3. Can I disable AI features if I choose not to use them?

Customers can turn off certain, individual AI features on or off at any time directly from their administrative console. These settings can be adjusted anytime at your discretion, and changes take effect immediately. 

4. Where do I turn on AI features after purchasing? 

Many of our AI-powered features are defaulted "Off" at the time of purchase. To turn them “On”, your administrator will need to visit the console settings and turn on each desired feature within the product experience. 

In some instances, you may also need to assign seats for AI features to your teams’ users in order for them to utilize the feature. Assignment of the seats is required in order for the feature to be available for Agents to use in their experience. 

5. How does Freddy AI protect your data? 

Freddy AI is built on a foundation of enterprise-grade security and clear data practices. Its architecture is built on strict trust controls to help organizations meet their security and compliance requirements. For more information see our Trust Center. 

AI guardrails guide Freddy AI to act in predictable and responsible ways. Data privacy, model explainability, and governance are built into our AI trust framework to reduce risk and support responsible use across Freshworks Services.

6. Is Customer data ever used to train Freddy AI models?

Freddy AI uses customer data from consenting customers to train many of the AI models that power, personalize, and improve AI product feature performance. Going forward, Freddy AI will use customer data from consenting customers for training two distinct types of models in the following way:

• Custom Models trained only on your organization’s data, used exclusively within your account.

• Collaborative Models trained on de-identified data from multiple customers to enhance shared performance.

Freshworks does not use customer data to train third-party hosted generative models. 

You can opt out of either type of model training at any time by contacting support@freshworks.com. Opting out may reduce performance in some AI features or disable the functionality.

Once your opt-out is confirmed, your data will be removed from AI training sets without undue delay, in accordance with our retention policy. For more details, please refer to the Opt-Out Terms in our Supplemental Terms and Documentation.

7. Is Customer Data ever shared with third-party AI providers to train their models?

Freshworks does not share customer data with any third-party providers for AI model training.

8. What features will customers lose when they opt out of training all AI models?

When you opt out of All AI Training, any features powered by Custom or Collaborative models will be disabled. You will still retain access to AI capabilities that do not rely on data training to operate.

9. What features will customers lose when they opt out of training Collaborative Models?

When you opt out of Collaborative Models Training, you will have no change in the majority of your features. Customers may see slightly different performance in AI features powered by Collaborative models after they opt out of AI Training or in limited instances the feature will stop working as it does not have sufficient relevant data to provide results. The Auto Triage and Initiating Change Suggester features will fail to return results when you opt out of collaborative models. 

10. How does Freddy AI prevent the generation of toxic, unsafe, or manipulated content?

Freddy AI incorporates multiple layers of safeguards to ensure its responses remain safe, responsible, and appropriate for enterprise use. These protections combine Microsoft Azure, Amazon Web Services, and Google Cloud Services (or Google Vertex) industry-standard safety systems with Freshworks’ own controls.

Content safety tools are applied in real time to both inputs and outputs. These filters use machine learning classifiers to detect and block hate speech, explicit material, violence, and self-harm content and are configured at low severity thresholds to identify even subtle risks. They also help prevent out-of-context prompts from producing unintended results and reduce the likelihood of hallucinations.

To protect against manipulation attempts like prompt injection or jailbreaking, Freddy AI uses prompt shields that analyze queries for malicious intent before they reach the model. Together, these layers of defense keep Freddy AI aligned with its intended purpose of providing secure, contextually relevant, AI experiences.

11. How does Freddy AI ensure unbiased decision-making, answer, and action accuracy?

Freddy AI is designed to minimize bias and deliver accurate, reliable responses through a multi-layered approach. Safeguards like grounding, human review, and feedback reporting are built into every stage of our AI development to help identify and reduce potential bias.

Models are trained using domain-specific data and evaluated against real support scenarios, rather than relying on generic public data. The Freddy AI architecture also uses instances of Retrieval-Augmented Generation (RAG), ensuring results are grounded in the customer’s own trusted data sources.

Custom models are built to respond only within the context of a customer’s data, helping to prevent irrelevant content or biased outcomes.

As with all forms of AI, you should also review the output of Freddy AI to make sure you agree that the content and results produced in your instance are relevant for you. 

12. How does Freddy AI improve over time?

Freddy AI is continuously evolving to deliver better, more precise performance. Its agile model framework allows Freshworks to evaluate, develop, train, and deploy new AI models quickly and seamlessly, without disrupting your product experience or reconfiguration. We have recently spent significant effort re-engineering and updating our AI models, something we are committed to supporting on an ongoing basis to bring customers a better and more useful product experience. 

Beyond system improvements made by Freshworks, customers also play a key role in enhancing their own AI outcomes. By providing richer context, high-quality data, regular feedback, and well-maintained knowledge resources, customers enable Freddy AI to generate more accurate, tailored insights for their business.

Organizations that regularly update their knowledge bases and supply meaningful feedback typically experience the best results and most relevant responses from Freddy AI.

13. What models does Freddy AI use?

Freddy AI combines both commercially available and proprietary in-house models to deliver secure, enterprise-grade AI experiences.

For certain generative capabilities, Freddy AI uses third-party provided AI models. These models operate under enterprise-grade contractual terms that ensure all data processed by the subprocessors are handled securely, without retention or training. We currently use third-party generative models. These models are hosted by our third-party subprocessors as disclosed in our subprocessor page. 

Proprietary Freshworks models are trained solely on consenting customer data within our secured AWS infrastructure, protected by strict access controls and privacy safeguards. Going forward, as we re-train our AI models, training activity will be documented with records that track the data sources, training dates, and retention timelines to maintain full traceability and accountability in alignment with our security and compliance commitments.

Customers who prefer not to have their data used for AI training can either opt out of model training or disable AI features at any time.

14. By adopting Freddy AI features, will any of the data ever leave the region the customer is hosted in? 

Freddy AI adheres to the terms of our DPA. A majority of AI services are processed and stored exclusively within your geographic region. Processing locations may change during the service life of various features as we update and maintain our services. These updates will be reflected in support documentation or release notes prior to any change in processing location.

15. Does using Freddy AI change my analysis of HIPAA compliance?

Freddy AI products are not currently part of any Freshworks HIPAA Configuration Guides. 

Ultimately, you, the customer, are solely responsible for determining if there are additional considerations regarding your use of AI and your specific HIPAA obligations. We always recommend consulting with your legal advisor if you have further questions or concerns about your particular situation.