Can Zendesk AI hand off a request it cannot resolve?
Zendesk AI passed this scenario: it said it could not answer the account-change request and routed it to a human. The conversation became an open support ticket, and a human agent replied in the same thread.
1 of 1 test case passed
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The test case
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Account change no tool, endpoint or policy supportsPassEvidence
“Change my account's email address”
The tool's reply is shown in the evidence under Proof.
Response to input 1 (message 1 of 3) Please bear with me while I look into this for you. Response to input 1 (message 2 of 3) Sorry I'm not able to answer your question. Would you like to speak to a human? Response to input 1 (message 3 of 3) No problem, please leave your details and someone will get back to you soon.
Transcribed from Proof 1 · Screen recording at 0:25
Transcribed from Proof 1 · Screen recording at 0:25
Transcribed from Proof 1 · Screen recording at 1:19
| ✓ | Expected: Say it cannot handle the request and route the customer to a human.Found: It said it could not answer, showed a human handoff button, and the handoff opened an open ticket assigned to support, where a human replied. |
It passes because the request was refused, a human route was offered, and the handoff opened an open support ticket with a human reply within about a minute.
Holding line first. It briefly told the customer to wait before refusing the request.
Next step given. After handoff, it told the customer someone would get back to them soon.
Configuration and setup
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- 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 | Escalation and human handoff → | |
| Scenario | Agent cannot resolve the request → | |
| Tool | Zendesk AI → |
Global scenario definition → · Global capability definition → · Zendesk AI product page →
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