Does Intercom Fin ask for clarification when a request is unclear?
Intercom Fin failed this unclear-cancellation case. The account had both a membership and a separate subscription that could be cancelled, and Fin replied with dashboard steps for both instead of asking which one the customer meant.
1 of 1 test case failed
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'I want to cancel.' with two cancellablesFailEvidence
“I want to cancel.”
Got it. You can cancel from your account dashboard. Log in to your Cedarline account. Go to your subscription or membership settings. Select the option to cancel. A couple things to know: Cancellation takes effect at the end of the current billing cycle. You'll still have access to the benefits until that cycle finishes. No partial refund is issued for the remaining time in the cycle. If you want, I can also walk you through where to find it in your account.
Transcribed from Proof 3 · Screenshot
| ✗ | Expected: Ask which item the customer means before taking cancellation steps.Found: It pointed to subscription or membership settings and never asked which item the customer meant. |
It is a fail because the customer had two cancellable items, and the reply skipped clarification and gave instructions for both instead of asking which one to cancel. That leaves the unclear request unresolved.
Dashboard handoff. Fin sent the customer to account settings instead of cancelling in chat.
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| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Intent understanding → | |
| Scenario | Request is unclear and needs clarification → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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