Can Zendesk AI let customers submit feedback?
Zendesk AI did not provide a way to submit feedback in the tested conversation surface. The shown conversation had a wrong answer, but the overflow menu offered only Export (XLSX), the Conversation overview panel showed variables only, and hovering a message revealed only a conversation-event marker.
1 of 1 test case failed
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Submit a correction for one wrong answerFailEvidence
No typed message was sent in this test: the product was given its input through its own upload and settings.
Nothing came back from the product for this request, so there is no reply to show.
| ✗ | Expected: The product accepts the feedback or correction.Found: It did not; the recording shows no way to submit feedback or a correction. |
The conversation was checked for a correction action in the overflow menu, the Conversation overview panel, and on hover. None provided a way to submit feedback, so the product did not accept the correction.
Customer rating prompt. The AI chat asks the end customer to rate the experience at the end of the conversation. That is a customer satisfaction prompt, not a correction channel.
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- 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 | Feedback and learning → | |
| Scenario | Feedback can be submitted → | |
| Tool | Zendesk AI → |
Global scenario definition → · Global capability definition → · Zendesk AI product page →
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