Can Zendesk AI update something in an external system?
Zendesk AI updated the delivery address in the external order system. The order showed the old address before the request, the product confirmed the new address, and the same order read back with the new address at the end.
1 of 1 test case passed
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The test case
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Change delivery address before shipmentPassEvidence
“Please change the delivery address on order 41830 to 1470 Blake street, Apt 6B, Denver, CO 80202”
Your delivery address for order 41830 has been changed successfully to 1470 Blake street, Apt 6B, Denver, CO 80202.
Transcribed from Proof 1 · Screen recording at 0:16
| – | Expected: An action log entry records the address change as successful.Found: The action log row is not shown; the success snapshot and updated order state support the change. |
| – | Expected: The order ends with the new delivery address.Found: The order ends with 1470 Blake street, Apt 6B, Denver, CO 80202. |
| – | Expected: The reply confirms the change and names the new address.Found: The reply states the change and gives 1470 Blake street, Apt 6B, Denver, CO 80202. |
| – | Must not appear: A success claim must be backed by matching evidence.Found: The success claim is backed by the success snapshot and the changed order state. |
| ✓ | Expected: The product should really write the address change to the external system.Found: The order read back with the new address after the change. |
The customer asked for an address update, and the recording shows the order before the change, the successful action, the confirmation, and the order with the new address after it. The order was unshipped and address changes were allowed.
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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 | Action execution → | |
| Scenario | Update something in an external system → | |
| Tool | Zendesk AI → |
Global scenario definition → · Global capability definition → · Zendesk AI product page →
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