Help Please- New AI Chatbot implemented and errors during UAT

Our company www.Idiya.co.nz took the services of a Chatbot provider and during my testing as a client it’s behaving unexpectedly. I’m not a programmer or web developer but a digital strategist. Some errors are: 1. There is huge latency 5+ seconds while returning the response or results. 2. Generic error message “something went wrong”, when the user tries to search for a particular product in the bot.

They are attributing all these errors to a slow server (Kinsta), and that the server isn’t able to handle too many requests. I find it hard to believe as the bot hasn’t even pushed to production.

The bot is on the staging site and I can also name the provider over a PM, but can anyone help me with some insight?