Does Intercom Fin keep up when a customer switches languages mid-conversation?
Intercom Fin fails to keep replying in the customer's current language when the customer switches languages. It kept the return-policy context, but answered the English follow-up in French in both the default conversation and the retest with the language-match guidance.
1 of 1 test case failed
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Language switch to English mid-conversationFailEvidence
Input 1: “Quelle est la politique de retour ?”
Input 2: “Okay, so if I have a Plus membership, I’ll have a 45-day return window, right?”
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 Voici les points principaux de notre politique de retour : Délai de retour : 21 jours après la livraison. Membres Cedarline Plus : délai prolongé à 45 jours. Response to input 2 Oui, exactement. Avec un abonnement Cedarline Plus, la fenêtre de retour est 45 jours à partir de la date de livraison, au lieu des 21 jours stand
Transcribed from Proof 1 · Screen recording at 0:00
Transcribed from Proof 1 · Screen recording at 0:09
| ✗ | Expected: Continue in English without losing the conversation's contextFound: The return-policy context stayed correct, but the reply to the English message was in French, and the same happened again after the language-match guidance was enabled. |
It had to continue in English after the customer switched languages. The reply stayed in French even though the return-policy details stayed correct, and the same happened after the live language-match guidance was added, so the switch was not handled.
Context preserved. The product kept the return-policy details correct after the language switch, including the longer Plus window versus the standard one.
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Where this sits in the benchmark
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| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 13 tools |
| Capability | Multilingual support → | |
| Scenario | Customer switches languages during the conversation → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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