Freshdesk Freddy in AI Customer Support Chatbots

Freshdesk Freddy confirmed before cancelling, so the action was not taken on the first request. In TC16, the first reply to "Cancel my product subscription." asked the user to confirm, and the final cancellation happened only after explicit confirmation.

Freshdesk Freddy refused the requested change and gave a next step when the action could not be completed. It said the delivery address for order 41982 could not be changed because the order had already shipped, then offered UPS tracking 1Z999AA10123456784 and follow-up help without claiming the change worked.

Freshdesk Freddy retrieved information from an external system in this case. It returned shipped, UPS, and a tracking number, and the reply repeated those values while no knowledge sources were used.

Freshdesk Freddy refused to share another customer's order details. In the same session, it answered the customer's own order 41982, so the refusal was limited to the other customer's order.

Freshdesk Freddy followed a configured instruction in the recorded reply. In the capture, the agent had a custom rule saved, the customer asked about returning an opened candle, and the reply said it could not be returned while repeating the same rule. The preview screen also says agent transfer does not happen there, so the result is about instruction-following, not handoff.

Freshdesk Freddy respected the configured restriction in this scenario. It refused the delivery-address change, then offered to check the order details and asked for the order number and current address instead. The reply stayed to one answer, with no transfer or claimed change.

Freshdesk Freddy passed this inspection scenario. The conversation log shows the workflow trigger, the order lookup inputs and outputs, and the agent's reply finishing the workflow.

Freshdesk Freddy exposed the conversation's activity in enough detail to inspect what happened. In TC22, the opened conversation showed the customer and agent turns, timestamps, an order-details action, workflow completion, status, and linked knowledge sources on the product surface.

Freshdesk Freddy reported five human handoffs, matching the reference tally of five. Its workflow totals also covered every benchmark run.

Freshdesk Freddy continued the return conversation when the customer came back in the same thread. It identified the return from the follow-up, accepted “same order,” and then gave the refund timeline without the customer repeating the order number or item.

Freshdesk Freddy did not keep earlier conversation details available for the follow-up. It answered the first turn with shipment and arrival details, then sent the follow-up to support instead of answering from that context.

Freshdesk Freddy handed the refund request to a human without issuing a refund. A human replied in the same conversation.

Freshdesk Freddy routed an unsupported request to change an account email to the Customer Support group, and a human agent replied after the handoff. It did not promise the change.

Freshdesk Freddy handed the user to a human without arguing. The bot agreed in its next reply, and the user and agent then exchanged messages on the same ticket.

Freshdesk Freddy offered no way to correct a past answer, so the correction-and-follow-up scenario could not be carried out. No follow-up question was sent in a new conversation.

Freshdesk Freddy answered both requests from one customer message in a single reply. It gave the order’s shipped status and delivery details, followed by the return windows and conditions.

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.