Can Zendesk AI retrieve information from an external system?
Zendesk AI retrieved information from an external system and reported the returned order status. For order 41982, the conversation log shows the Check Order Status action firing successfully and returning shipped, UPS, tracking number 1Z999AA10123456784, and estimated delivery 2026-09-22; the customer reply repeats those same fields. The recording shows the action firing and returned fields, but not the HTTP request line or endpoint.
1 of 1 test case passed
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 counts this row.
'Has order ⟨shipped-order⟩ shipped?'PassEvidence
“has order 41982 shipped?”
Yes — order 41982 has shipped. It was shipped on 2026-09-19 via UPS. Your tracking number is 1Z999AA10123456784, and the estimated delivery date is 2026-09-22.
Transcribed from Proof 1 · Screen recording at 0:12
These are scenario-level criteria. Each test case's Expected and Found are listed separately.
- Whether the response uses an external connected system to obtain the needed information.
- Whether the answer reflects the information returned by that system.
- Whether the agent does not rely on the knowledge base alone when the needed information lives elsewhere.
| ✓ | Found: The agent called the order lookup and returned the order’s shipped status with matching details. |
The run checked whether the agent would look up the order’s real status and report it. The conversation log shows a custom action firing successfully, and the reply repeats the returned shipped date, carrier, tracking number, and estimated delivery.
Placeholder resolved to order 41982. The placeholder shipped-order was unbound, and the run used order 41982 instead. Its returned status was shipped, so the fixture condition was met.
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 | Retrieve information from an external system → | |
| 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.
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