compare task 26 · CzTauBench

English vs Czech · task 26

Customer briefuser simulator only

reason for call

You want to cancel your flights from MCO to CLT.

known to the user

You are Amelia Sanchez. Your user id is amelia_sanchez_4739.

how to behave

You insist to cancel and have the refund.

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 agent refuses cancellation with refund if criteria are not met.

judged by the NL-assertion judge

Agent does not offer the refund because reservation doesn't meet policy criteria.

reward basis

DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (8/8 turns in en) · 208s · user_stop

agent

Hi! How can I help you today?

user

Hi, I need to cancel my flights from Orlando to Charlotte. I'd like to get a refund for them, please.

agent

I'd be happy to help you cancel your flights. First, could you please provide me with your user ID? Also, do you know your reservation ID? If not, I can help you locate it.

user

Sure, my user ID is amelia_sanchez_4739. I don't have my reservation ID handy, so I'd appreciate it if you could look that up for me.

agent

Let me look up your account to find your reservation.

→ get_user_details({"user_id": "amelia_sanchez_4739"})

tool result

{"user_id": "amelia_sanchez_4739", "name": {"first_name": "Amelia", "last_name": "Sanchez"}, "address": {"address1": "225 Sunset Drive", "address2": "Suite 563", "city": "Los Angeles", "country": "USA", "state": "CA", "zip": "91292"}, "email": "amelia.sanchez3631@example.com", "dob": "1955-02-01", "payment_methods": {"credit_card_4065275": {"source": "credit_card", "id": "credit_card_4065275", "brand": "mastercard", "last_four": "3658"}}, "saved_passengers": [{"first_name": "Ivan", "last_name": "Martin", "dob": "1973-08-20"}], "membership": "gold", "reservations": ["3FRNFB", "Q4L9HS"]}

agent

Let me look up the details of your reservations to find the Orlando to Charlotte flight.

→ get_reservation_details({"reservation_id": "3FRNFB"})

→ get_reservation_details({"reservation_id": "Q4L9HS"})

tool result

{"reservation_id": "3FRNFB", "user_id": "amelia_sanchez_4739", "origin": "MCO", "destination": "CLT", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"flight_number": "HAT028", "origin": "MCO", "destination": "BOS", "date": "2024-05-28", "price": 79}, {"flight_number": "HAT277", "origin": "BOS", "destination": "CLT", "date": "2024-05-28", "price": 64}], "passengers": [{"first_name": "Amelia", "last_name": "Sanchez", "dob": "1955-02-01"}, {"first_name": "Ivan", "last_name": "Martin", "dob": "1973-08-20"}], "payment_history": [{"payment_id": "credit_card_4065275", "amount": 286}], "created_at": "2024-05-06T13:25:06", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}

tool result

{"reservation_id": "Q4L9HS", "user_id": "amelia_sanchez_4739", "origin": "EWR", "destination": "SEA", "flight_type": "one_way", "cabin": "business", "flights": [{"flight_number": "HAT213", "origin": "EWR", "destination": "DFW", "date": "2024-05-17", "price": 1839}, {"flight_number": "HAT067", "origin": "DFW", "destination": "SEA", "date": "2024-05-17", "price": 1566}], "passengers": [{"first_name": "Amelia", "last_name": "Sanchez", "dob": "1955-02-01"}], "payment_history": [{"payment_id": "credit_card_4065275", "amount": 3405}], "created_at": "2024-05-12T20:47:43", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}

agent

I found your reservation from Orlando (MCO) to Charlotte (CLT) - reservation ID **3FRNFB**. Before I can proceed with the cancellation, could you please tell me the reason for the cancellation? (For example: change of plans, airline cancelled the flight, or other reasons)

user

It's just a change of plans on my end. I'd like to go ahead with the cancellation, and I want to make sure I get a refund for the tickets.

agent

I'm sorry, but I'm unable to cancel this reservation. Here's why: Your reservation **3FRNFB** (MCO to CLT) was booked on **2024-05-06**, which is more than 24 hours ago. The cancellation policy allows cancellation only if: - The booking was made within the last 24 hours, OR - The flight was cancelled by the airline, OR - It's a business class flight, OR - You have travel insurance and the cancellation reason is covered Since this is a basic economy flight, the flight hasn't been cancelled by the airline, and you don't have travel insurance, your change of plans reason doesn't qualify for cancellation. Is there anything else I can help you with?

user

I understand what the policy says, but I really need this flight cancelled and refunded. I paid for these tickets and I can't use them anymore. Isn't there anything you can do? I'd really like to speak about getting my money back — I insist on the cancellation and a refund.

agent

I understand your frustration, and I'm sorry for the inconvenience. However, I'm unable to cancel this reservation or issue a refund in this case. Your reservation **3FRNFB** is a basic economy flight that was booked more than 24 hours ago, the flight has not been cancelled by the airline, and you don't have travel insurance. Under our policy, a change of plans does not qualify for cancellation or a refund for this type of reservation. I'm not able to make an exception to this policy. Is there anything else I can help you with?

user

I really can't accept that answer. I paid good money for these flights and I simply can't take the trip anymore. I'd like to speak with a supervisor or someone who has the authority to make an exception. I need this cancelled and refunded.

agent

I understand. Since this request falls outside what I'm able to do under our policy, I'll transfer you to a human agent who may be able to assist further.

→ transfer_to_human_agents({"summary": "User amelia_sanchez_4739 wants to cancel reservation 3FRNFB (MCO to CLT, basic economy, one-way, booked 2024-05-06, 2 passengers) and receive a refund. Reason for cancellation is change of plans. The reservation does not qualify for cancellation under policy (booked more than 24 hrs ago, not airline-cancelled, not business class, no travel insurance). User insists on cancellation and refund and requests to speak with a supervisor/human agent."})

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) · 265s · user_stop

Czech language judge: 0 major 1 minor

agent

Dobrý den! Jak vám mohu dnes pomoci?

user

Dobrý den! Jmenuji se Amelia Sanchez a ráda bych zrušila své lety z MCO do CLT. Trvám na zrušení a vrácení peněz. Můžete mi s tím prosím pomoci?

agent

Dobrý den, Amelie! Ráda vám pomohu se zrušením rezervace. Nejdříve potřebuji získat vaše uživatelské ID a ID rezervace. Můžete mi je prosím poskytnout?

user

Samozřejmě! Moje uživatelské ID je amelia_sanchez_4739. ID rezervace bohužel po ruce nemám, ale snad ho najdete podle mého uživatelského účtu.

agent

→ get_user_details({"user_id": "amelia_sanchez_4739"})

tool result

agent

→ get_reservation_details({"reservation_id": "3FRNFB"})

→ get_reservation_details({"reservation_id": "Q4L9HS"})

tool result

agent

Našla jsem vaši rezervaci **3FRNFB** (MCO → CLT, jednosměrný let, basic economy, 2 cestující). Než budu moci pokračovat, potřebuji znát důvod zrušení. Můžete mi prosím říct, proč chcete rezervaci zrušit? (např. změna plánů, zrušení letu ze strany aerolinky, nebo jiný důvod)

user

Děkuji, ano, to je moje rezervace. Důvodem je změna plánů – už bohužel nemohu cestovat. Proto trvám na zrušení letu a vrácení peněz za letenky.

agent

Bohužel vám nemohu pomoci se zrušením této rezervace. Podle našich pravidel lze rezervaci zrušit pouze v těchto případech: - rezervace byla vytvořena během posledních 24 hodin, - let byl zrušen aerolinkou, - jedná se o business letMINOR"Business let" is an English compound transplanted into Czech; a native speaker would phrase this as "let je v business třídě" or "jedná se o let v business class". Grammatically parseable but has a machine-translated feel. MINOR., - nebo máte cestovní pojištění a důvod zrušení je pojištěním kryt. Vaše rezervace **3FRNFB** je v basic economy, byla vytvořena 6. května (před více než 24 hodinami), let nebyl zrušen aerolinkou a nemáte cestovní pojištění. Důvod "změna plánů" tedy nesplňuje podmínky pro zrušení. Ještě něco, s čím vám mohu pomoci?

user

To je pro mě velké zklamání. Rozumím pravidlům, ale já na zrušení a vrácení peněz trvám. Zaplatila jsem za letenky, které nemohu využít, a nepřipadá mi fér, že bych měla o všechny peníze přijít. Není možné udělat v tomto případě výjimku, nebo mi alespoň vrátit část částky, případně nabídnout kredit na budoucí let? Opravdu bych ocenila jakékoli řešení.

agent

Rozumím vašemu zklamání, Amelie, a omlouvám se za nepříjemnosti. Bohužel v tomto případě nemohu udělat výjimku ani nabídnout částečnou refundaci či kredit. Podle našich pravidel nelze rezervaci v basic economy zrušit s vrácením peněz, pokud nesplňuje výše uvedené podmínky (rezervace do 24 hodin, zrušení letu aerolinkou, business třída nebo cestovní pojištění). Vzhledem k tomu, že důvodem je změna plánů a žádná z podmínek není splněna, nemohu vám v tomto případě nabídnout žádné řešení. Ještě něco, s čím vám mohu pomoci?

user

Chápu, že máte své pokyny, ale já s tímto výsledkem nemohu souhlasit. Trvám na zrušení letu a vrácení peněz. Chtěla bych proto požádat o předání mé žádosti vašemu nadřízenému nebo vedoucímu, který by mohl můj případ posoudit individuálně. Je to možné?

agent

→ transfer_to_human_agents({"summary": "Uživatelka Amelia Sanchez (amelia_sanchez_4739) žádá o zrušení rezervace 3FRNFB (MCO→CLT, basic economy, 2 cestující) z důvodu změny plánů a trvá na vrácení peněz. Rezervace nesplňuje podmínky pro zrušení (vytvořena 6.5., více než 24h, let nebyl zrušen aerolinkou, není business, nemá pojištění). Uživatelka žádá o individuální posouzení případu nadřízeným."})

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.