Does Zendesk AI refuse requests it cannot complete?
Zendesk AI refused the address change request on the shipped order and did not claim success. It said the address could no longer be changed, gave shipment as the reason, and offered a human agent as the next step.
1 of 1 test case passed
Every test case in this scenario has a result.
The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on this test case.
Change delivery address after shipmentPassEvidence
“Please change the delivery address on order 41982”
I'm sorry, but the delivery address for order 41982 can no longer be changed because the order has already shipped or been delivered. If you'd like, I can connect you with a human agent for further help. Would you like that?
Transcribed from Proof 2 · Screenshot
| ✓ | Expected: Says the address can't be changed now and gives the next step; does not claim it worked.Found: The reply says the address can no longer be changed, gives shipment as the reason, and offers a human agent. |
The request was to change the delivery address on an order that had already shipped. The reply said the address could no longer be changed, gave shipment as the reason, and offered a human agent, with no claim that the change succeeded.
Hand-off as question. The reply asked whether to connect a human agent rather than handing the chat off immediately.
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 · 14 tools |
| Capability | Action execution → | |
| Scenario | Requested action cannot be completed → | |
| Tool | Zendesk AI → |
Global scenario definition → · Global capability definition → · Zendesk AI product page →
History of this result
What has happened to this result since it was first published. Runs and grades are never overwritten: a retest or a re-grade publishes a new result and keeps the earlier one readable.
Act on this result
Nothing filed here edits the run or the grade. A challenge opens a review, and a review can produce a new run or a re-grade — which becomes the current result and leaves this one in the history.
You run the same kind of test against your own setup and get the same behaviour.
Agree →Yours behaves differently. Tell us what you got, with a screenshot if you have one.
Disagree →Something here is wrong — a reference value, a transcription, a grade.
Report an issue →Tell us what changed and we schedule a rerun of the failing test case. The old result stays as history.
Vendor notice →The same record is available as structured data through the AI Demos MCP server, with the counts, the coverage and every per-test-case reason carried as fields.
Verify the proof files
These files support this result. Open a file to inspect the original evidence.
File fingerprints (SHA-256)
A fingerprint identifies the exact file used for this result.