Does Kommunicate continue an earlier chat after it reopens?
Kommunicate fails to continue an earlier chat after reopening the widget. The restored thread still shows the earlier return request, but the bot asks for more details and then asks for the order number again instead of continuing the thread.
1 of 1 test case failed
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Return discussed in session 1, followed up in session 2FailEvidence
Input 1: “Hi, I'd like to return order 41455 – I ordered the wrong sofa”
Input 2: “I'm following up on my return.”
Input 3: “status of return”
Response 1 replies to Input 1.
Response 2 replies to Input 2.
Response 3 replies to Input 3.
Response to input 1 You can return your order within the standard return window of 21 days from the delivery date, provided the item is in resalable condition and in its original packaging. Since you mentioned ordering the wrong sofa, please ensure it meets these criteria. If you need assistance with the return process or have any questions, I can connect you with a human agent for further help. Would you like me to do that? Response to input 2 Could you please provide more details about your return? For instance, are you looking for the status of your return, or do you need assistance with the return process? This will help me assist you better. Response to input 3 Could you share your order number? Just reply with the word "order" followed by the number, like: order 12345
Transcribed from Proof 1 · Screen recording at 0:24
Transcribed from Proof 1 · Screen recording at 1:20
Transcribed from Proof 1 · Screen recording at 1:28
| ✗ | Expected: Continue the return thread without making the customer repeat the request or order number.Found: The bot asks for more details and then asks for the order number again, so the customer must repeat the return request. |
It is a fail, not a pass: the reopened thread still shows the earlier return request, but the bot asks for more details and then asks for the order number again, so the customer must repeat the request instead of continuing it.
First turn handled. The first return turn gets a return-window reply and an offer to connect to a human.
Thread restored. After reopen, the earlier exchange still appears above the follow-up in the same thread.
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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 | Conversation continuity → | |
| Scenario | Earlier conversation/session needs to be continued → | |
| Tool | Kommunicate → |
Global scenario definition → · Global capability definition → · Kommunicate product page →
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