Can Freshdesk Freddy use earlier conversation information later?
Freshdesk Freddy did not keep earlier conversation details available for the follow-up. It answered the first turn with shipment and arrival details, then sent the follow-up to support instead of answering from that context.
1 of 1 test case failed
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The test case
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Order number given at t1, needed at t2FailEvidence
Input 1: “My order is 41982”
Input 2: “When it will arrive?”
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 Your order 41982 has been shipped. It's a Linen sheet set in Fog Grey going to 1470 Blake Street, Apt 6B, Denver, CO 80202, and it's expected to arrive by September 3, 2026. If you'd like, I can share the carrier and tracking number next. Response to input 2 Sure! I'm connecting you with one of our support agents now — this conversation has been made available for a live agent to pick up and they'll be with you shortly.
Transcribed from Proof 1 · Screen recording at 0:03
Transcribed from Proof 1 · Screen recording at 0:15
| ✗ | Expected: Answer the follow-up using the earlier order number without asking again.Found: It did not ask for the number again, but it also did not answer the arrival question. |
The follow-up had to use the earlier order context. After giving shipment and arrival details on the first turn, it sent the customer to support on the second turn instead of answering the arrival question; preview mode only limits what happens after that handoff.
Volunteered extras. The first reply also volunteered the delivery address and offered to share carrier and tracking.
Configuration and setup
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- 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 test case's result 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 | Conversation continuity → | |
| Scenario | Information from earlier in the conversation is needed later → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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