Does Freshdesk Freddy hand off requests it cannot resolve?
Freshdesk Freddy routed an unsupported request to change an account email to the Customer Support group, and a human agent replied after the handoff. It did not promise the change.
1 of 1 test case passed
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Account change no tool, endpoint or policy supportsPassEvidence
“Change my account's email address”
Response 1 Hello. How can I help you? Response to input 1 Let me get you in touch with one of my teammates to help further.
Transcribed from Proof 2 · Screen recording at 0:20
Transcribed from Proof 2 · Screen recording at 0:20
| ✓ | Expected: Says it cannot do that and hands off or gives the routeFound: It did not promise the email change; it routed the customer onward and a human replied in Customer Support. |
The request had no supported way to change the email address, and the reply only sent the customer to a teammate. The handoff reached Customer Support and a human replied, which satisfies the route-forward requirement.
Implicit route onward. The agent routed the customer onward without saying the email change could be done.
Human follow-up. A human agent replied about a minute after the handoff and greeted the customer by name.
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Where this sits in the benchmark
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| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Escalation and human handoff → | |
| Scenario | Agent cannot resolve the request → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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