Can Zendesk AI handle one message with multiple requests?
Zendesk AI answered both requests in one reply to a message that asked for order status and return policy. It said order 41982 had shipped with UPS, and it gave the 21-day standard return window, the 45-day Cedarline Plus window, and the resalable-condition/original-packaging guidance.
1 of 1 test case passed
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The test case
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Order status plus return policy in one messagePassEvidence
“Where is my order 41982, and what is your return policy?”
I understand you wish to check your order status and learn about our return policy. Your order 41982 has shipped with UPS. The tracking number is 1Z999AA10123456784, and the estimated delivery date is 2026- 09-22T10:01:06.252424Z. Our standard return window is 21 days from delivery, or 45 days for Cedarline Plus members. Items should be returned in resalable condition with original packaging where possible.
Transcribed from Proof 1 · Screenshot
These are scenario-level criteria. Each test case's Expected and Found are listed separately.
- Whether the message contains more than one distinct request.
- Whether the response addresses each request separately and appropriately.
- Whether no request is ignored, merged, or left unanswered when another request is also present.
| ✓ | Found: Both parts were answered in one reply: shipped order status plus the stated return policy. |
The reply answered the order status and the return policy in one message, matching what was checked. It said order 41982 had shipped and gave the 21-day and 45-day return terms plus condition requirements.
Raw timestamp estimate. The reply showed the delivery estimate as a raw ISO-8601 timestamp with microseconds, and the date shown was earlier than the run time.
No Sources chip. No Sources chip appeared on the reply, so the knowledge-base grounding of the policy answer was not visible in frame.
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 | One message contains multiple requests → | |
| Tool | Zendesk AI → |
Global scenario definition → · Global capability definition → · Zendesk AI product page →
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