Can Zendesk AI change future answers after a correction?
Zendesk AI could not carry out the correction-and-re-ask task because the tested agent had no way to accept a correction. The question was never asked again in a new conversation.
1 of 1 test case failed
Every test case in this scenario has a result.
The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on this test case.
Re-ask the corrected question in a new conversationFailEvidence
We sent nothing and did not ask the question again in a new conversation because no correction could be submitted.
There is no applicable tool response to show for this step.
| ✗ | Expected: An answer in a new conversation reflects the submitted correction.Found: No control to correct the past answer was found in the conversation header or overview panel, leaving no corrected answer to request again. |
The task is a Fail, not untested: this agent has no correction route, so the required re-ask cannot be performed. Zendesk’s documented feedback excludes this reply type and does not update the account’s future answers. This covers the tested web app, Suite Professional plan and agent configuration.
Configuration and setup
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Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- 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 | Feedback and learning → | |
| Scenario | Correction changes future behavior where the product claims learning → | |
| Tool | Zendesk AI → |
Global scenario definition → · Global capability definition → · Zendesk AI product page →
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You run the same kind of test against your own setup and get the same behaviour.
Agree →Yours behaves differently. Tell us what you got, with a screenshot if you have one.
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Report an issue →Tell us what changed and we schedule a rerun of the failing test case. The old result stays as history.
Vendor notice →The same record is available as structured data through the AI Demos MCP server, with the counts, the coverage and every per-test-case reason carried as fields.
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