compare task 13 · CzTauBench

English vs Czech · task 13

Customer briefuser simulator only

reason for call

You want to change your upcoming one stop return flight from ATL to LAX to a nonstop flight from ATL to LAS (Las Vegas).

known to the user

Your name is James Lee. Your user id is james_lee_6136. Your reservation number is XEWRD9

how to behave

You do NOT want to book a new flight, you ONLY want to change the existing one. You are fine with flights within 3-4 hours of your original departure time from ATL. You are willing to pay a fee for the change, up to $100. If the agent says your ticket is a basic economy, you are willing to upgrade to economy in order to make the change. If the agent says that the change is not possible, you ask to be transferred.

What L2 Interaction changedboth, differently

appended to the agent's policy (agent_system):

You must respond to the user entirely in the same language they use. If the user writes in Czech, you must reply in Czech. If the task mentions actions the user can perform on their own device, ask the user to do them in plain language rather than treating them as tools. Authentication and identifiers: never invent or guess identifiers, email addresses, names, zip codes, order IDs, product IDs, item IDs, or payment method IDs.

prepended to the customer brief (user_system):

You must converse with the agent entirely in Czech (čeština). Do not use English except for proper nouns, product IDs, or technical terms that have no Czech equivalent. However, always use English for the following: tool names, tool argument names, and any argument values that are system-defined and non-translatable — including entity identifiers (e.g., IDs, reference codes, alphanumeric keys), enumerated constants (e.g., predefined status values, option keys, category codes), and any fixed string that serves as a valid system input rather than natural language.

opening turn (greeting):

English:

Hi! How can I help you today?

Czech:

Dobrý den! Jak vám mohu dnes pomoci?

Everything else — task, tools, policy body, database, seed — is identical between the two columns.

Agent policy (system prompt)agent only

# Airline Agent Policy The current time is 2024-05-15 15:00:00 EST. As an airline agent, you can help users **book**, **modify**, or **cancel** flight reservations. You also handle **refunds and compensation**. Before taking any actions that update the booking database (booking, modifying flights, editing baggage, changing cabin class, or updating passenger information), you must list the action details and obtain explicit user confirmation (yes) to proceed. You should not provide any information, knowledge, or procedures not provided by the user or available tools, or give subjective recommendations or comments. You should only make one tool call at a time, and if you make a tool call, you should not respond to the user simultaneously. If you respond to the user, you should not make a tool call at the same time. You should deny user requests that are against this policy. You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions. To transfer, first make a tool call to transfer_to_human_agents, and then send the message 'YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.' to the user. ## Domain Basic ### User Each user has a profile containing: - user id - email - addresses - date of birth - payment methods - membership level - reservation numbers There are three types of payment methods: **credit card**, **gift card**, **travel certificate**. There are three membership levels: **regular**, **silver**, **gold**. ### Flight Each flight has the following attributes: - flight number - origin - destination - scheduled departure and arrival time (local time) A flight can be available at multiple dates. For each date: - If the status is **available**, the flight has not taken off, available seats and prices are listed. - If the status is **delayed** or **on time**, the flight has not taken off, cannot be booked. - If the status is **flying**, the flight has taken off but not landed, cannot be booked. There are three cabin classes: **basic economy**, **economy**, **business**. **basic economy** is its own class, completely distinct from **economy**. Seat availability and prices are listed for each cabin class. ### Reservation Each reservation specifies the following: - reservation id - user id - trip type - flights - passengers - payment methods - created time - baggages - travel insurance information There are two types of trip: **one way** and **round trip**. ## Book flight The agent must first obtain the user id from the user. The agent should then ask for the trip type, origin, destination. Cabin: - Cabin class must be the same across all the flights in a reservation. Passengers: - Each reservation can have at most five passengers. - The agent needs to collect the first name, last name, and date of birth for each passenger. - All passengers must fly the same flights in the same cabin. Payment: - Each reservation can use at most one travel certificate, at most one credit card, and at most three gift cards. - The remaining amount of a travel certificate is not refundable. - All payment methods must already be in user profile for safety reasons. Checked bag allowance: - If the booking user is a regular member: - 0 free checked bag for each basic economy passenger - 1 free checked bag for each economy passenger - 2 free checked bags for each business passenger - If the booking user is a silver member: - 1 free checked bag for each basic economy passenger - 2 free checked bag for each economy passenger - 3 free checked bags for each business passenger - If the booking user is a gold member: - 2 free checked bag for each basic economy passenger - 3 free checked bag for each economy passenger - 4 free checked bags for each business passenger - Each extra baggage is 50 dollars. Do not add checked bags that the user does not need. Travel insurance: - The agent should ask if the user wants to buy the travel insurance. - The travel insurance is 30 dollars per passenger and enables full refund if the user needs to cancel the flight given health or weather reasons. ## Modify flight First, the agent must obtain the user id and reservation id. - The user must provide their user id. - If the user doesn't know their reservation id, the agent should help locate it using available tools. Change flights: - Basic economy flights cannot be modified. - Other reservations can be modified without changing the origin, destination, and trip type. - Some flight segments can be kept, but their prices will not be updated based on the current price. - The API does not check these for the agent, so the agent must make sure the rules apply before calling the API! Change cabin: - Cabin cannot be changed if any flight in the reservation has already been flown. - In other cases, all reservations, including basic economy, can change cabin without changing the flights. - Cabin class must remain the same across all the flights in the same reservation; changing cabin for just one flight segment is not possible. - If the price after cabin change is higher than the original price, the user is required to pay for the difference. - If the price after cabin change is lower than the original price, the user is should be refunded the difference. Change baggage and insurance: - The user can add but not remove checked bags. - The user cannot add insurance after initial booking. Change passengers: - The user can modify passengers but cannot modify the number of passengers. - Even a human agent cannot modify the number of passengers. Payment: - If the flights are changed, the user needs to provide a single gift card or credit card for payment or refund method. The payment method must already be in user profile for safety reasons. ## Cancel flight First, the agent must obtain the user id and reservation id. - The user must provide their user id. - If the user doesn't know their reservation id, the agent should help locate it using available tools. The agent must also obtain the reason for cancellation (change of plan, airline cancelled flight, or other reasons) If any portion of the flight has already been flown, the agent cannot help and transfer is needed. Otherwise, flight can be cancelled if any of the following is true: - The booking was made within the last 24 hrs - The flight is cancelled by airline - It is a business flight - The user has travel insurance and the reason for cancellation is covered by insurance. The API does not check that cancellation rules are met, so the agent must make sure the rules apply before calling the API! Refund: - The refund will go to original payment methods within 5 to 7 business days. ## Refunds and Compensation Do not proactively offer a compensation unless the user explicitly asks for one. Do not compensate if the user is regular member and has no travel insurance and flies (basic) economy. Always confirms the facts before offering compensation. Only compensate if the user is a silver/gold member or has travel insurance or flies business. - If the user complains about cancelled flights in a reservation, the agent can offer a certificate as a gesture after confirming the facts, with the amount being $100 times the number of passengers. - If the user complains about delayed flights in a reservation and wants to change or cancel the reservation, the agent can offer a certificate as a gesture after confirming the facts and changing or cancelling the reservation, with the amount being $50 times the number of passengers. Do not offer compensation for any other reason than the ones listed above.

User-simulator guidelinesuser simulator only

# User Simulation Guidelines You are playing the role of a customer contacting a customer service representative. Your goal is to simulate realistic customer interactions while following specific scenario instructions. ## Core Principles - Generate one message at a time, maintaining natural conversation flow. - Strictly follow the scenario instructions you have received. - Never make up or hallucinate information not provided in the scenario instructions. Information that is not provided in the scenario instructions should be considered unknown or unavailable. - Avoid repeating the exact instructions verbatim. Use paraphrasing and natural language to convey the same information - Disclose information progressively. Wait for the agent to ask for specific information before providing it. ## Task Completion - The goal is to continue the conversation until the task is complete. - If the instruction goal is satisified, generate the '###STOP###' token to end the conversation. - If you are transferred to another agent, generate the '###TRANSFER###' token to indicate the transfer. - If you find yourself in a situation in which the scenario does not provide enough information for you to continue the conversation, generate the '###OUT-OF-SCOPE###' token to end the conversation. Remember: The goal is to create realistic, natural conversations while strictly adhering to the provided instructions and maintaining character consistency.

prepended to the customer brief by --lang-components user_system. Reconstructed from seatau.translation.language: unlike the agent policy, this text is not recorded in results.json.

How this was gradedneither party

what this task probes

Test that a user cannot modify origin / destination of a flight.

judged by the NL-assertion judge

Agent correctly identified that the changes requested by the user cannot be done because the policy stipulates that modification of origin, destination or trip type of a flight is not allowed.

database actions required

transfer_to_human_agents({"summary": "User wants to change my upcoming one stop flight from ATL to LAX within reservation XEWRD9 to a nonstop flight from ATL to LAS (Las Vegas). Origin and destination of a reservation cannot be modified."})

reward basis

DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (3/3 turns in en) · 500s · user_stop

agent

Hi! How can I help you today?

user

Hi there! I'm hoping you can help me with a change to an existing reservation. I have a return flight coming up from Atlanta to Los Angeles that has a stop, and I'd like to change it to a nonstop flight from Atlanta to Las Vegas instead.

agent

I'd be happy to help you with modifying your reservation. First, I'll need a few details: 1. Could you provide me with your user ID? 2. Do you have your reservation ID? If not, I can help locate it. Also, I should let you know that per our policy, flight modifications must keep the same origin, destination, and trip type. Since you mentioned changing from Atlanta to Los Angeles (with a stop) to a nonstop Atlanta to Las Vegas flight, that would change the destination, which unfortunately isn't allowed for a modification. Let me know if you'd still like to proceed with getting your details, and I can look into what options are available.

user

I understand that's the policy, but this is really important to me. I don't want to book a new flight — I just want to change my existing one, and I'm willing to pay a change fee, up to $100, to make it work. If the issue is that my ticket is basic economy, I'd even be willing to upgrade to economy so the change can go through. Since you're saying it's not possible, could you please transfer me to someone else who might be able to help — maybe a supervisor or another department?

agent

I understand this is important to you. Since you've explicitly requested to speak with a human agent, let me transfer you to someone who may be able to assist further.

→ transfer_to_human_agents({"summary": "User wants to modify an existing reservation to change the destination from Atlanta to Los Angeles (with a stop) to a nonstop Atlanta to Las Vegas flight. This changes the destination, which is not permitted under modification policy. User is willing to pay a change fee up to $100 and upgrade from basic economy to economy if needed. User explicitly requested transfer to a human agent/supervisor."})

tool result

Transfer successful

agent

YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.

user

###TRANSFER###

Czech

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (5/5 turns in cs) · 229s · user_stop

Czech language judge: 0 major 1 minor

agent

Dobrý den! Jak vám mohu dnes pomoci?

user

Dobrý den! Rád bych změnil svůj nadcházející zpáteční let. Mám rezervaci z Atlanty do Los Angeles s jedním přestupem a chtěl bych ji změnit na přímý let z Atlanty do Las Vegas.

agent

Dobrý den! Rád vám pomohu se změnou rezervace. Nejprve mi prosím poskytněte své uživatelské ID a číslo rezervace.

user

Samozřejmě. Moje uživatelské ID je james_lee_6136 a číslo rezervace je XEWRD9.

agent

Děkuji! Než provedu jakoukoli změnu, podívám se na vaše údaje a rezervaci.

→ get_user_details({"user_id": "james_lee_6136"})

→ get_reservation_details({"reservation_id": "XEWRD9"})

tool result

{"user_id": "james_lee_6136", "name": {"first_name": "James", "last_name": "Lee"}, "address": {"address1": "362 Spruce Street", "address2": "Suite 647", "city": "San Jose", "country": "USA", "state": "CA", "zip": "95185"}, "email": "james.lee9130@example.com", "dob": "1995-06-11", "payment_methods": {"gift_card_1712795": {"source": "gift_card", "id": "gift_card_1712795", "amount": 88.0}, "gift_card_4643416": {"source": "gift_card", "id": "gift_card_4643416", "amount": 113.0}, "gift_card_3166319": {"source": "gift_card", "id": "gift_card_3166319", "amount": 223.0}}, "saved_passengers": [{"first_name": "Mia", "last_name": "Lee", "dob": "1996-06-04"}, {"first_name": "Mason", "last_name": "Lopez", "dob": "1966-03-13"}], "membership": "regular", "reservations": ["75JYBV", "50651P", "OKHV5C", "5LA9CB", "ASMUHC", "XEWRD9", "U5VILT", "8UNKKU", "0Y0TH3", "H64BP6", "KBE052"]}

tool result

{"reservation_id": "XEWRD9", "user_id": "james_lee_6136", "origin": "LAX", "destination": "ATL", "flight_type": "round_trip", "cabin": "basic_economy", "flights": [{"flight_number": "HAT030", "origin": "LAX", "destination": "ORD", "date": "2024-05-13", "price": 92}, {"flight_number": "HAT223", "origin": "ORD", "destination": "ATL", "date": "2024-05-14", "price": 100}, {"flight_number": "HAT252", "origin": "ATL", "destination": "DFW", "date": "2024-05-21", "price": 75}, {"flight_number": "HAT124", "origin": "DFW", "destination": "LAX", "date": "2024-05-21", "price": 96}], "passengers": [{"first_name": "James", "last_name": "Lee", "dob": "1995-06-11"}, {"first_name": "Mason", "last_name": "Lopez", "dob": "1966-03-13"}], "payment_history": [{"payment_id": "gift_card_4643416", "amount": 786}], "created_at": "2024-05-07T19:17:06", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "yes", "status": null}

agent

Děkuji za poskytnuté informace. Podíval jsem se na vaši rezervaci XEWRD9 a bohužel vám nemohu vyhovět s touto změnouMINOR"Vyhovět" governs the dative (vyhovět žádosti, vyhovět požadavku) and is not combined with an instrumental "s" phrase; "vyhovět s touto změnou" is a calque of English "accommodate/help you with this change". A native speaker would write e.g. "nemohu vyhovět vaší žádosti o změnu", "nemohu tuto změnu provést", or "nemohu vám s touto změnou pomoci". z následujících důvodů: 1. **Vaše rezervace je v třídě basic economy.** Podle našich pravidel nelze rezervace v basic economy měnit (změna letů). 2. **Změna destinace není povolena.** Změna letů je možná pouze bez změny počátečního a cílového místa a typu cesty. Vy požadujete změnu z Los Angeles na Las Vegas, což není možné. Ještě něco, s čím vám mohu pomoci?

user

Rozumím. Pokud je problém s třídou basic economy, jsem ochoten si připlatit za upgrade na economy, aby bylo možné změnu provést. Pomohlo by to?

agent

Děkuji za ochotu. Bohužel ani upgrade na economy by v tomto případě nepomohl, a to ze dvou důvodů: 1. **Změna destinace není povolena.** Podle našich pravidel lze měnit lety pouze bez změny počátečního a cílového místa a typu cesty. Vy požadujete změnu cíle z Los Angeles (LAX) na Las Vegas (LAS), což není možné. 2. **Změna kabiny není možná.** Část letů ve vaší rezervaci (HAT030 z 13. 5. a HAT223 ze 14. 5.) již proběhla, a proto nelze měnit ani kabinovou třídu. Ještě s něčím vám mohu pomoci?

user

Chápu. V tom případě bych vás chtěl požádat o přepojení na jiného agenta nebo nadřízeného, který by mi mohl s touto situací pomoci.

agent

→ transfer_to_human_agents({"summary": "User james_lee_6136 with reservation XEWRD9 (round trip LAX-ATL, basic economy) wants to change the reservation to a direct flight from Atlanta to Las Vegas. This change is not possible because: (1) basic economy flights cannot be modified, (2) changing destination is not allowed, and (3) some flights in the reservation have already been flown so cabin cannot be changed. User is requesting a human agent to help with this situation."})

tool result

Transfer successful

agent

YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.

user

###TRANSFER###

Same task, same tools, same policy, same database — the only difference is the conversation language. Divergence here is the L2 Interaction effect the benchmark is built to measure.