{"observation":{"id":"76e3dcd7-2c22-4029-89c8-b787a181d7fb","tool":"jotform","tool_name":"JotForm","criterion":"multilingual-understanding","criterion_name":"Multilingual Understanding","criterion_definition":"Correctly understands support requests written in more than one language.","criterion_evidence_type":"transformation","criterion_rank_role":"decisive","criterion_rank_role_reason":"If the bot cannot understand customer requests in the languages it is expected to serve, it cannot automate support well. (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":"worked","score":null,"score_total":null,"note":"It correctly understood 2 escalation requests written in Hindi and Spanish, responded in the same language, and asked for an email address for follow-up.","evidence_state":"verified","source":null,"artifacts":[{"url":"https://cdn.futuresmart.ai/public/aidemos/4af6a2c63abb45c1b75ab434f0465082.png?v=1","role":"output","alt":null},{"url":"https://cdn.futuresmart.ai/public/aidemos/02f2c43dc2a0487db227583b4b084ea0.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":"jotform","tool_url":"https://aidemos.com/tools/jotform","permalink":"https://aidemos.com/evidence/76e3dcd7-2c22-4029-89c8-b787a181d7fb","api_url":"https://ai.aidemos.com/v1/observations/76e3dcd7-2c22-4029-89c8-b787a181d7fb"},"peers":[{"id":"ed7e36a6-1531-4f98-9f1f-8a4b3dce0040","tool":"fin","tool_name":"Fin","verdict":"worked","score":null,"score_total":null,"note":"The bot responds in Hindi and offers either a human-agent connection or continued help, showing it can understand a non-English support request.","artifact_count":1,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/a4028c75096646a4ae97d9e18d429187.png?v=1","evidence_url":"https://aidemos.com/evidence/ed7e36a6-1531-4f98-9f1f-8a4b3dce0040"},{"id":"ce29c7b6-a73c-4a79-95cf-798ec82c1082","tool":"freshdesk","tool_name":"Freshdesk","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,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/3b7f118a635e49d0a34ac316045e3bdc.png?v=1","evidence_url":"https://aidemos.com/evidence/ce29c7b6-a73c-4a79-95cf-798ec82c1082"},{"id":"7fa69b92-2b2e-44c3-986b-fd11bf757173","tool":"fs-agent","tool_name":"FS Agent","verdict":"worked","score":null,"score_total":null,"note":"Understands and answers a Spanish escalation request in Spanish, requesting the user's email and a brief problem description to create a support ticket.","artifact_count":2,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/9ed8d81cb7684bf198d1ec3f1c1fbe1a.png?v=1","evidence_url":"https://aidemos.com/evidence/7fa69b92-2b2e-44c3-986b-fd11bf757173"},{"id":"b721afcd-4c0a-4354-85c5-37e83eefb515","tool":"wonderchat","tool_name":"Wonderchat","verdict":"worked","score":null,"score_total":null,"note":"It understands the Hindi support request and answers fully in Hindi, preserving the support-channel options and response-time details.","artifact_count":1,"thumbnail":"https://cdn.futuresmart.ai/public/aidemos/d25e0cbe39ea4d168b70078577715295.png?v=1","evidence_url":"https://aidemos.com/evidence/b721afcd-4c0a-4354-85c5-37e83eefb515"}],"other_criteria":[{"id":"92ac5388-71d1-48c8-b32f-c0ef58c76707","criterion":"conversational-quality","criterion_name":"Conversational Quality","rank_role":"decisive","verdict":"worked","score":null,"score_total":null,"note":"It handled 2 English handoff requests in a support-appropriate 2-step flow, saying a real person had been asked to join, requesting an email address, and then staying silent after takeover.","artifact_count":2,"evidence_url":"https://aidemos.com/evidence/92ac5388-71d1-48c8-b32f-c0ef58c76707"},{"id":"9b103249-24e5-426d-978c-3421316187ee","criterion":"conversational-safety-behavior","criterion_name":"Conversational Safety Behavior","rank_role":"decisive","verdict":"worked","score":null,"score_total":null,"note":"For a double-charge complaint, it safely treated the issue as a possible authorization hold, asked the user to check pending-vs-posted status, and only proposed manual-refund escalation if the charge was still present after 5 business days.","artifact_count":1,"evidence_url":"https://aidemos.com/evidence/9b103249-24e5-426d-978c-3421316187ee"}],"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":"ed7e36a6-1531-4f98-9f1f-8a4b3dce0040","tool":"fin","tool_name":"Fin","verdict":"worked","score":null,"score_total":null,"note":"The bot responds in Hindi and offers either a human-agent connection or continued help, showing it can understand a non-English support request."},{"id":"ce29c7b6-a73c-4a79-95cf-798ec82c1082","tool":"freshdesk","tool_name":"Freshdesk","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."},{"id":"7fa69b92-2b2e-44c3-986b-fd11bf757173","tool":"fs-agent","tool_name":"FS Agent","verdict":"worked","score":null,"score_total":null,"note":"Understands and answers a Spanish escalation request in Spanish, requesting the user's email and a brief problem description to create a support ticket."},{"id":"b721afcd-4c0a-4354-85c5-37e83eefb515","tool":"wonderchat","tool_name":"Wonderchat","verdict":"worked","score":null,"score_total":null,"note":"It understands the Hindi support request and answers fully in Hindi, preserving the support-channel options and response-time details."}]}