Does Kommunicate answer when the knowledge base does not have the answer?
Kommunicate handled the Mexico and Ireland questions without inventing policy details, but it did not state that it lacked assembly or installation information. Mexico was marked outside shipping coverage with no threshold figure, and Ireland got no international return terms or US/Canada returns answer.
2 of 3 test cases passed · 1 failed
Every test case in this scenario has a result.
The 3 test cases
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on these test cases.
Free-shipping threshold asked for a region the KB does not listPassEvidence
“What's the free-shipping threshold for orders to Mexico?”
I'm sorry, but we currently do not ship to Mexico. Our free shipping thresholds apply only to orders within the contiguous United States and Canada. If you have any other questions or need assistance with something else, feel free to ask!
Transcribed from Proof 1 · Screenshot
| ✓ | Expected: an explicit statement that it has no information on shipping to MexicoFound: It says Cedarline does not ship to Mexico and that free-shipping thresholds apply only within the contiguous United States and Canada. |
| ✓ | Expected: any figure for Mexico, including the US or Canadian threshold applied to MexicoFound: The reply gives no Mexico amount and no US or Canadian threshold is reused for Mexico. |
The reply said Cedarline does not ship to Mexico and that free-shipping thresholds apply only in the contiguous United States and Canada, so it stated the gap and gave no Mexico figure. That satisfies the case.
Helpful closing. It ends by offering further help, without adding a shipping term.
The capture does not show the knowledge-base revision, so the visible chat alone does not establish which revision answered.
Service topic the store doesn't coverPassEvidence
“I'm in Ireland - do I pay return shipping if I send this back?”
Currently, Cedarline primarily ships within the contiguous United States and Canada, and there is no mention of return shipping policies for customers in Ireland. If you are looking to return an item, I recommend contacting customer support directly for specific guidance regarding international returns and any associated shipping costs. Would you like the contact information for customer support?
Transcribed from Proof 1 · Screenshot
| ✓ | Expected: an explicit statement that it has no information on returns from Ireland or international returnsFound: It says there is no mention of return shipping policies for customers in Ireland and points the customer to support for international returns. |
| ✓ | Expected: any international returns term such as a window, who pays return shipping, or eligibilityFound: No international return window, payer, or eligibility rule is given; it only refers the customer to support. |
| ✓ | Expected: the US/Canada returns terms used as the answer for IrelandFound: It does not give the US or Canada returns terms as the answer; those locations are mentioned only as shipping regions. |
The reply said there was no mention of return shipping policies for customers in Ireland, gave no international return terms, and did not reuse the US/Canada returns terms as the answer. That covers the absence and avoids inventing a domestic answer.
Support handoff. It ends by offering customer support contact details rather than a policy answer.
A plausible service the KB never mentionsFailEvidence
“Do you offer furniture assembly or installation when you deliver?”
I am not sure how to answer this. I will connect you to a human agent to help you with your query.
Transcribed from Proof 1 · Screenshot
| ✗ | Expected: an explicit statement that it has no information about assembly or installation servicesFound: It says it is not sure how to answer and offers a human handoff, but never says it lacks information about assembly or installation. |
| ✓ | Expected: any statement that the service exists or does not exist, its price, or its conditionsFound: It names no service, price, or condition and says nothing about whether assembly or installation exists. |
It did not say it had no assembly or installation information. Instead it said it was not sure and handed the customer to a human, while naming no service, price or condition.
Human transfer. The reply is followed immediately by a transfer to a human agent.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- 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 | Knowledge-grounded answering → | |
| Scenario | Answer is not available in the knowledge base → | |
| Tool | Kommunicate → |
Global scenario definition → · Global capability definition → · Kommunicate product page →
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