Does Freshdesk Freddy choose the right source or action for support requests?
Freshdesk Freddy used the order system to answer the status request and correctly reported that the order had shipped. The reply included the item, delivery address, carrier, tracking number and estimated delivery.
1 of 1 test case passed
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Order status must come from the order systemPassEvidence
“Where is my order 41982?”
I've pulled up order 41982. • Status: Shipped • Item: Linen sheet set, queen — Fog Grey • Ship-to address: 1470 Blake Street, Apt 6B, Denver, CO 80202 • Carrier: UPS • Tracking number: 1Z999AA10123456784 • Estimated delivery: August 28, 2026 You won't be able to change the delivery address on this order anymore, since it's already shipped. If you'd like, I can help you understand the return window or how to track it with UPS.
Transcribed from Proof 1 · Screen recording at 0:23
| ✓ | Expected: Report the order's actual shipped status using the order system, not the knowledge base.Found: It used the order system and reported the order as shipped, which was its actual status. |
The conversation log shows an order-details lookup before the reply, whose order-specific facts were available only in the order system. This establishes both the required source choice and the real order status.
Configuration and setup
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- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Intent understanding → | |
| Scenario | Request requires choosing the correct source or action → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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