Agent configuration and control
Behaves the way the business configures it to — instructions applied, restrictions respected
What this capability means
A support agent has this capability when it follows the business’s configured instructions and respects configured restrictions. For a buyer, that means the agent changes its replies or actions when settings change, and it does not ignore the rules the business has applied.
Boundary: It does not judge whether the configuration is a good policy; it judges whether the agent obeys the configuration it is given.
Scenarios that test this capability
A scenario is a real-world situation used to test a capability.
Benchmarks that include this capability
A capability has global identity and may be used by more than one benchmark.
AI Customer Support Chatbots
Automate customer support using an AI chatbot / AI customer support agent — which agents handle real customer support conversations for a business best?