lokalni.ailokalni.ai⁄Umí agenti česky? Část 3: Zákaznická podpora

English vs Czech · task 13

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Customer briefuser simulator only
reason for call
You just got into gaming and want to cancel or return everything not associated with it. (Everything except a keyboard and a mouse, but do not reveal it to the agent). PayPal is prefered for refund, but otherwise credit card can be accepted.
known to the user
You are mia_garcia_4516 with email mia.garcia2723@example.com
how to behave
You are into gaming but realized the importance of studying hard.
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
# Retail agent policy As a retail agent, you can help users: - **cancel or modify pending orders** - **return or exchange delivered orders** - **modify their default user address** - **provide information about their own profile, orders, and related products** At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id. Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id. You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user. Before taking any action that updates the database (cancel, modify, return, exchange), you must list the action details and obtain explicit user confirmation (yes) to proceed. You should not make up any information or knowledge or procedures not provided by the user or the tools, or give subjective recommendations or comments. You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. 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 - All times in the database are EST and 24 hour based. For example "02:30:00" means 2:30 AM EST. ### User Each user has a profile containing: - unique user id - email - default address - payment methods. There are three types of payment methods: **gift card**, **paypal account**, **credit card**. ### Product Our retail store has 50 types of products. For each **type of product**, there are **variant items** of different **options**. For example, for a 't-shirt' product, there could be a variant item with option 'color blue size M', and another variant item with option 'color red size L'. Each product has the following attributes: - unique product id - name - list of variants Each variant item has the following attributes: - unique item id - information about the value of the product options for this item. - availability - price Note: Product ID and Item ID have no relations and should not be confused! ### Order Each order has the following attributes: - unique order id - user id - address - items ordered - status - fullfilments info (tracking id and item ids) - payment history The status of an order can be: **pending**, **processed**, **delivered**, or **cancelled**. Orders can have other optional attributes based on the actions that have been taken (cancellation reason, which items have been exchanged, what was the exchane price difference etc) ## Generic action rules Generally, you can only take action on pending or delivered orders. Exchange or modify order tools can only be called once per order. Be sure that all items to be changed are collected into a list before making the tool call!!! ## Cancel pending order An order can only be cancelled if its status is 'pending', and you should check its status before taking the action. The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation. Other reasons are not acceptable. After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days. ## Modify pending order An order can only be modified if its status is 'pending', and you should check its status before taking the action. For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else. ### Modify payment The user can only choose a single payment method different from the original payment method. If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount. After user confirmation, the order status will be kept as 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise it will be refunded within 5 to 7 business days. ### Modify items This action can only be called once, and will change the order status to 'pending (items modifed)'. The agent will not be able to modify or cancel the order anymore. So you must confirm all the details are correct and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all the items they want to modify. For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe. The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference. ## Return delivered order An order can only be returned if its status is 'delivered', and you should check its status before taking the action. The user needs to confirm the order id and the list of items to be returned. The user needs to provide a payment method to receive the refund. The refund must either go to the original payment method, or an existing gift card. After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items. ## Exchange delivered order An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged. For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe. The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference. After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.
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.
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.
How this was gradedneither party
database actions required
  • find_user_id_by_email({"email": "mia.garcia2723@example.com"})
  • get_user_details({"user_id": "mia_garcia_4516"})
  • get_order_details({"order_id": "#W5490111"})
  • get_order_details({"order_id": "#W7387996"})
  • return_delivered_order_items({"order_id": "#W5490111", "item_ids": ["4579334072", "6117189161", "4947717507"], "payment_method_id": "credit_card_3124723"})
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (5/5 turns in en) · 210s · user_stop
agent
Hi! How can I help you today?
user
Hi there! I recently got into gaming and placed a bunch of orders, but I've had a change of heart about some of them. I'd like to return or cancel everything that isn't related to gaming, if that's possible.
agent
I'd be happy to help you with that! To get started, could you please provide me with your email address, or your first and last name along with your zip code?
user
Sure! My email address is mia.garcia2723@example.com.
agent
→ find_user_id_by_email({"email": "mia.garcia2723@example.com"})
tool result
mia_garcia_4516
agent
→ get_user_details({"user_id": "mia_garcia_4516"})
tool result
{"user_id": "mia_garcia_4516", "name": {"first_name": "Mia", "last_name": "Garcia"}, "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "email": "mia.garcia2723@example.com", "payment_methods": {"paypal_9497703": {"source": "paypal", "id": "paypal_9497703"}, "credit_card_3124723": {"source": "credit_card", "id": "credit_card_3124723", "brand": "visa", "last_four": "7285"}}, "orders": ["#W5490111", "#W7387996"]}
agent
→ get_order_details({"order_id": "#W5490111"})
tool result
{"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
→ get_order_details({"order_id": "#W7387996"})
tool result
{"order_id": "#W7387996", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Gaming Mouse", "product_id": "5713490933", "item_id": "5796612084", "price": 158.89, "options": {"color": "RGB", "sensor type": "optical", "connectivity": "wired"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["200246490130"], "item_ids": ["5796612084"]}], "payment_history": [{"transaction_type": "payment", "amount": 158.89, "payment_method_id": "paypal_9497703"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
I've looked into your orders. It seems you have two delivered orders. Based on your request to return everything not related to gaming, here are the items from order #W5490111 that I can help you return: - Water Bottle - Action Camera - Backpack (The Mechanical Keyboard from that order and the Gaming Mouse from order #W7387996 will be kept as they are gaming-related.) To proceed with the return for order #W5490111, could you please confirm if you'd like to return these three items? Also, please let me know which payment method you'd like to use for the refund. It must be either the original payment method (Visa ending in 7285) or an existing gift card.
user
Yes, that sounds right! I'd like to return the Water Bottle, Action Camera, and Backpack. As for the refund, would it be possible to get it through PayPal? That's my preferred method. If that's not an option, the credit card would work too.
agent
I'm sorry, but for returns, the refund must be issued to either the original payment method or an existing gift card. Since this order was paid for with your credit card, I cannot process the refund to your PayPal account. As you mentioned the credit card would work, I can proceed with that. To confirm, you would like to return the following items from order #W5490111: - Water Bottle - Action Camera - Backpack The refund will be sent to your Visa card ending in 7285. Please let me know if you'd like to proceed!
user
That's okay, I understand. Yes, please go ahead and process the return for those three items with the refund going back to my Visa card ending in 7285. Thank you!
agent
→ return_delivered_order_items({"item_ids": ["4579334072", "6117189161", "4947717507"], "order_id": "#W5490111", "payment_method_id": "credit_card_3124723"})
tool result
{"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "status": "return requested", "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": ["4579334072", "4947717507", "6117189161"], "return_payment_method_id": "credit_card_3124723"}
agent
Your return request for the Water Bottle, Action Camera, and Backpack from order #W5490111 has been processed. The order status is now "return requested," and the refund will be issued to your Visa card ending in 7285. You will receive an email shortly with instructions on how to return the items. Is there anything else I can help you with today?
user
No, that's everything I needed. Thanks so much for your help! ###STOP###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (5/5 turns in cs) · 169s · user_stop
Czech language judge: 2 major 1 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Chtěla bych vrátit nebo zrušit většinu věcí, co jsem si u vás nedávno nakoupila. Trochu jsem se nechala strhnout hraním her a nakoupila kvůli tomu spoustu věcí, ale uvědomila jsem si, že se teď musím hlavně soustředit na studium. Šlo by to prosím zařídit?
agent
Ráda vám s tím pomohu. Pro začátek vás však musím ověřit. Mohla byste mi prosím poskytnout svůj e-mail, nebo alternativně své jméno a PSČ?
user
Jasně, můj e-mail je mia.garcia2723@example.com.
agent
→ find_user_id_by_email({"email": "mia.garcia2723@example.com"})
tool result
mia_garcia_4516
agent
→ get_user_details({"user_id": "mia_garcia_4516"})
tool result
{"user_id": "mia_garcia_4516", "name": {"first_name": "Mia", "last_name": "Garcia"}, "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "email": "mia.garcia2723@example.com", "payment_methods": {"paypal_9497703": {"source": "paypal", "id": "paypal_9497703"}, "credit_card_3124723": {"source": "credit_card", "id": "credit_card_3124723", "brand": "visa", "last_four": "7285"}}, "orders": ["#W5490111", "#W7387996"]}
agent
→ get_order_details({"order_id": "#W5490111"})
→ get_order_details({"order_id": "#W7387996"})
tool result
{"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
tool result
{"order_id": "#W7387996", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Gaming Mouse", "product_id": "5713490933", "item_id": "5796612084", "price": 158.89, "options": {"color": "RGB", "sensor type": "optical", "connectivity": "wired"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["200246490130"], "item_ids": ["5796612084"]}], "payment_history": [{"transaction_type": "payment", "amount": 158.89, "payment_method_id": "paypal_9497703"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
Vidím, že máte dvě nedávné objednávky, ale obě už byly doručeny. Zrušit objednávku je možné pouze v případě, že je stále ve stavu „pendung“ (čekající)MAJOR"pendung" is not a word in Czech or English. The intended English status name is "pending" (or the Czech "čekající"/"čeká na vyřízení"). A non-word like this is a grammar-checker-level error., proto je v tomto případě možný pouze jejich vráceníMAJORBroken agreement: "vrácení" is neuter, so the predicate adjective must be neuter "možné", not masculine "možný". Correct: "...je v tomto případě možné pouze jejich vrácení".. Zde je přehled vašich doručených objednávek: **Objednávka #W5490111:** - Láhev na vodu (Water Bottle) - Mechanická klávesnice (Mechanical Keyboard) - Akční kamera (Action Camera) - Batoh (Backpack) **Objednávka #W7387996:** - Herní myš (Gaming Mouse) Které z těchto položek byste si přála vrátit? Pro dokončení vrácení budu poté potřebovat vědět, na jaký způsob platby si přejete vrácení peněz zaslat (buď na původní způsob platby, nebo na váš dárkový poukaz, pokud jej máte).
user
Chtěla bych vrátit láhev na vodu, akční kameru a batoh – všechno z objednávky #W5490111 kromě klávesnice. Klávesnici a herní myš si nechám. A co se týče vrácení peněz, bylo by možné poslat je na PayPal? To by pro mě bylo nejlepší. Pokud to nejde, tak případně můžu akceptovat i platební kartu.
agent
Rozumím. Chcete tedy z objednávky **#W5490111** vrátit tyto položky: - Láhev na vodu (Water Bottle) - Akční kamera (Action Camera) - Batoh (Backpack) Pokud jde o vrácení peněz, podle našich pravidel může být refundace provedena buď na **původní způsob platby**, nebo na dárkový poukaz. Jelikož jste tuto objednávku hradila platební kartou (Visa končící č. 7285), nemohu peníze vrátit na PayPal. Můžeme tedy vrácení peněz provést na tuto původní platební kartu? Pokud ano, potvrďte mi to prosím (např. slovem „ano“), a já proces vrácení spustím.
user
Dobrá, rozumím. Tak v tom případě ano, potvrzuji vrácení peněz na tu původní platební kartu Visa končící 7285.
agent
→ return_delivered_order_items({"item_ids": ["4579334072", "6117189161", "4947717507"], "order_id": "#W5490111", "payment_method_id": "credit_card_3124723"})
tool result
{"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "status": "return requested", "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": ["4579334072", "4947717507", "6117189161"], "return_payment_method_id": "credit_card_3124723"}
agent
Vrácení položek z objednávky #W5490111 (láhev na vodu, akční kamera a batoh) bylo úspěšně vyžádánoMINORUnnatural collocation, a calque of "the return was successfully requested". "Vyžádat" does not combine naturally with "vrácení" as its subject. A native speaker would write e.g. "Žádost o vrácení ... byla úspěšně podána" or "Vrácení ... bylo úspěšně zpracováno/zařízeno".. Peníze budou vráceny na vaši původní platební kartu Visa končící č. 7285. Brzy obdržíte e-mail s podrobnými pokyny, jak a kam zboží zaslat. Můžu pro vás udělat ještě něco dalšího?
user
To je vše, moc děkuji za pomoc! Hezký den. ###STOP###
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.