{"observation":{"id":"41520704-e17d-47bc-9a8b-0e580e16b57b","tool":"freshdesk","tool_name":"Freshdesk","criterion":"response-completeness","criterion_name":"Response Completeness","criterion_definition":"Addresses all parts of the user’s support request instead of leaving key questions unanswered.","criterion_evidence_type":"transformation","criterion_rank_role":"decisive","criterion_rank_role_reason":"A support bot that leaves key questions unanswered is not solving the customer’s issue. (3 of 3 judges)","scenario":"customer-support-handoff-request","scenario_name":"Customer-support handoff request","group_tag":null,"scenario_description":"A frustrated support-escalation request after receiving the wrong item, asking to be connected to a support agent or have a ticket raised.","modality":"text","input_text":"I received the wrong item in my order. I've already checked the order details and this is clearly a mistake on your end. I don't want any more back and forth — can you please connect me to a customer support agent or raise a ticket for this?","input_artifact_refs":[],"stresses":["Human handoff reliability","Ticket creation workflow","Escalation contextual awareness","Professional tone under frustration"],"verdict":"mixed","score":null,"score_total":null,"note":"On a double-charge fraud claim, the bot does not escalate immediately; it first frames the issue as a possible authorization hold and asks for transaction details, so the handoff is delayed rather than direct.","evidence_state":"verified","source":null,"artifacts":[{"url":"https://cdn.futuresmart.ai/public/aidemos/90fbefa56d9f4d9299dabb60e0a3a456.png?v=1","role":"output","alt":null}],"run_id":"2645dc92-49df-478a-b809-21dfd09f06a7","study_title":"Automate customer support using an AI chatbot","study_kind":"generation","research_task":"86b9jm3ev","tested_at":null,"completeness":"input-and-output","input":{"state":"text","text":"I received the wrong item in my order. I've already checked the order details and this is clearly a mistake on your end. I don't want any more back and forth — can you please connect me to a customer support agent or raise a ticket for this?","files":[],"modality":"text","stresses":["Human handoff reliability","Ticket creation workflow","Escalation contextual awareness","Professional tone under frustration"]},"tool_page_slug":"freshdesk","tool_url":"https://aidemos.com/tools/freshdesk","permalink":"https://aidemos.com/evidence/41520704-e17d-47bc-9a8b-0e580e16b57b","api_url":"https://ai.aidemos.com/v1/observations/41520704-e17d-47bc-9a8b-0e580e16b57b"},"peers":[{"id":"ea008928-a23a-4a04-921c-e66a93a7729a","tool":"chatbase","tool_name":"Chatbase","verdict":"worked","score":null,"score_total":null,"note":"For a user who does not want to talk to a bot, it asks only for the email address and a brief issue description to create the support request.","artifact_count":2,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/b24b30abb3a845abb9464c7faaa8f638.png?v=1","evidence_url":"https://aidemos.com/evidence/ea008928-a23a-4a04-921c-e66a93a7729a"},{"id":"0b2828d1-987f-4bf9-bd04-85223f4c5dc5","tool":"fs-agent","tool_name":"FS Agent","verdict":"worked","score":null,"score_total":null,"note":"Completes a 'no bot' escalation by routing the user to support and requesting the email address and brief issue description needed to proceed.","artifact_count":2,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/5d703fa5bd8c4c55a2b9e5a023d3c812.png?v=1","evidence_url":"https://aidemos.com/evidence/0b2828d1-987f-4bf9-bd04-85223f4c5dc5"},{"id":"e9e94d96-71d8-4876-9b49-af82b3eb58d1","tool":"respond","tool_name":"Respond","verdict":"worked","score":null,"score_total":null,"note":"When the user said they did not want to talk to a bot, the bot handed the conversation to support and confirmed the connection.","artifact_count":2,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/0a26214ff8c8406b8472932fca8c53ee.png?v=1","evidence_url":"https://aidemos.com/evidence/e9e94d96-71d8-4876-9b49-af82b3eb58d1"},{"id":"9e93e0bf-2bf4-431c-82d4-0027fab38b30","tool":"wonderchat","tool_name":"Wonderchat","verdict":"worked","score":null,"score_total":null,"note":"It correctly recognizes a bot-avoidance request as escalation intent and provides the full human-support channel list, including email, phone, and ticket portal.","artifact_count":2,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/a84d1484038e4965ab4d0ce43abd63ef.pdf?v=1","evidence_url":"https://aidemos.com/evidence/9e93e0bf-2bf4-431c-82d4-0027fab38b30"},{"id":"761fa99f-c301-4f79-887a-57fcd1150aac","tool":"zendesk","tool_name":"Zendesk","verdict":"worked","score":null,"score_total":null,"note":"The bot escalates a fraud-like duplicate-charge complaint immediately and does not attempt to troubleshoot the payment itself.","artifact_count":1,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/e3f98cf111b5420ebb7663b54458cb22.png?v=1","evidence_url":"https://aidemos.com/evidence/761fa99f-c301-4f79-887a-57fcd1150aac"}],"other_criteria":[{"id":"ce29c7b6-a73c-4a79-95cf-798ec82c1082","criterion":"multilingual-understanding","criterion_name":"Multilingual Understanding","rank_role":"decisive","verdict":"worked","score":null,"score_total":null,"note":"The bot recognizes a Spanish request for customer service, states that it is trained for English, French, and Urdu, and still assigns the chat to support.","artifact_count":2,"evidence_url":"https://aidemos.com/evidence/ce29c7b6-a73c-4a79-95cf-798ec82c1082"}],"appears_in":[{"page_type":"ranking","slug":"ai-customer-support-chatbots","title":"Best AI Chatbot Tools for Automating Customer Support","url":"https://aidemos.com/best/ai-customer-support-chatbots","binding":"run"}],"same_scenario":[{"id":"ea008928-a23a-4a04-921c-e66a93a7729a","tool":"chatbase","tool_name":"Chatbase","verdict":"worked","score":null,"score_total":null,"note":"For a user who does not want to talk to a bot, it asks only for the email address and a brief issue description to create the support request."},{"id":"0b2828d1-987f-4bf9-bd04-85223f4c5dc5","tool":"fs-agent","tool_name":"FS Agent","verdict":"worked","score":null,"score_total":null,"note":"Completes a 'no bot' escalation by routing the user to support and requesting the email address and brief issue description needed to proceed."},{"id":"e9e94d96-71d8-4876-9b49-af82b3eb58d1","tool":"respond","tool_name":"Respond","verdict":"worked","score":null,"score_total":null,"note":"When the user said they did not want to talk to a bot, the bot handed the conversation to support and confirmed the connection."},{"id":"9e93e0bf-2bf4-431c-82d4-0027fab38b30","tool":"wonderchat","tool_name":"Wonderchat","verdict":"worked","score":null,"score_total":null,"note":"It correctly recognizes a bot-avoidance request as escalation intent and provides the full human-support channel list, including email, phone, and ticket portal."},{"id":"761fa99f-c301-4f79-887a-57fcd1150aac","tool":"zendesk","tool_name":"Zendesk","verdict":"worked","score":null,"score_total":null,"note":"The bot escalates a fraud-like duplicate-charge complaint immediately and does not attempt to troubleshoot the payment itself."}]}