Can Intercom Fin keep a corrected order lookup on the right order?
Intercom Fin handled the corrected order lookup correctly. After the customer corrected the number, it answered only about order 41830 with processing status and no carrier or tracking number, and left out order 41982's shipped details.
1 of 1 test case passed
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Wrong order number corrected at t2PassEvidence
Input 1: “Where is order 41982?”
Input 2: “Sorry, wrong number — it's 41830”
The tool's reply is shown in the evidence under Proof.
Response 1 replies to Input 1.
Response 2 replies to Input 2.
Response to input 1 Order 41982 has already shipped. Carrier: UPS. Tracking number: 1Z999AA10123456784. Shipped: Oct 4, 2026. Estimated delivery: Oct 7, 2026. Delivery address: 1470 Blake Street, Apt 6B, Denver, CO 80202. You can follow the shipment directly on the UPS tracking page using the tracking number above to see the latest location and delivery updates. Response to input 2 Got it — thanks for the correction. Order 41830 is currently processing. It hasn't shipped yet, so there's no carrier or tracking number available right now. Order placed: Oct 6, 2026. Status: Processing. Estimated delivery: around Oct 13, 2026. Item: Stoneware dinnerware set (12-piece). Tracking numbers are usually created once the order moves to Shipped, which typically happens within about 24 hours after processing.
Transcribed from Proof 1 · Screen recording at 0:04
Transcribed from Proof 1 · Screen recording at 0:17
| ✓ | Expected: Answer about the corrected order and drop the first one.Found: It answered only about order 41830 with processing status, no carrier or tracking number, and left out 41982's shipped details. |
The customer corrected the order number, and the later reply switched to 41830 alone with processing status, no carrier or tracking number, and no repeat of 41982's shipped details. That matches the requested correction handling.
Extra explanation. The agent also explained that tracking numbers are created when an order moves to shipped.
The order details are only visible through the agent's replies, not directly from the store's order records.
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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 | Conversation continuity → | |
| Scenario | Customer corrects information given earlier → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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