Can Freshdesk Freddy choose the correct source or action for a request?
Freshdesk Freddy used the order system for the order-status request and answered with shipped-order details. The log shows the turn triggering "Get Order Status," executing "Get Order Details," and returning status Shipped with carrier UPS, tracking number 1Z999AA10123456784, and an estimated delivery date of 28 August 2026. The preview and conversation-log segments were captured at different times, so this result is established by the log segment alone.
1 of 1 test case passed
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The test case
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Order status must come from the order systemPassEvidence
“Where is my order 41982?”
These are scenario-level criteria. Each test case's Expected and Found are listed separately.
- Whether the agent selects the appropriate source before answering.
- Whether the agent avoids relying on an irrelevant source.
- Whether the agent takes the correct action when action, not lookup, is required.
| ✓ | Found: The workflow used order details and returned Shipped with UPS tracking facts. |
The conversation log shows the order-status workflow was triggered, then 'Get Order Details' returned shipped-order facts for order 41982. The reply includes UPS, a tracking number, and an estimated delivery date.
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 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 | Intent understanding → | |
| Scenario | Request requires choosing the correct source or action → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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