Can Freshdesk Freddy handle a requested action that cannot be completed?
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.
1 of 1 test case passed
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The test case
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Change delivery address after shipmentPassEvidence
“Please change the delivery address on order 41982.”
Cedarlina I'm not able to change the delivery address for order 41982 because it has already shipped. You can track the package with UPS using this tracking number: 1Z999AA10123456784. If you have questions about the shipment itself, tell me what you'd like to know and I'll check what I can share from your order details.
Transcribed from Proof 2 · Screen recording at 0:13
These are scenario-level criteria. Each test case's Expected and Found are listed separately.
- Whether the agent refuses to claim success when the requested action cannot be carried out.
- Whether the agent explains that the action is unavailable, unsupported, or blocked.
- Whether the agent gives the next step or route instead of acting as if the task succeeded.
| ✓ | Found: The reply refused the change, gave the UPS tracking number, and did not claim success. |
The chat refused the address change, gave the UPS tracking number, and did not claim success. The order details payload shows shipped status and address changes disabled, matching the condition.
Preview surface. The test ran in Bot preview, and the reply was a refusal with a next step, not a transfer.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
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 row says which 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 row 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 · 13 tools |
| Capability | Action execution → | |
| Scenario | Requested action cannot be completed → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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