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

English vs Czech · task 30

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Customer briefuser simulator only
reason for call
You want to make modifications to your upcoming one-stop flight from LAS to IAH (HAT266, mention only the flight number if the agent shows it to you first).
known to the user
You are James Taylor. Your user id is james_taylor_7043. Your reservation ID is 1N99U6.
how to behave
You want to change your upcoming one-stop flight from LAS to IAH to a nonstop flight. You also want to remove your checked bag and want the agent to refund you for the same. If agent says that you cannot remove bags, accept it and move on. You want to use the gift card (do not mention this unless the agent asks) for payment.
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.
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
what this task probes
Check that agent doesn't remove bags from a reservation.
judged by the NL-assertion judge
  • Agent updates reservation to flights HAT266 and HAT112.
  • Agent does not make modifications to checked bags since policy doesn't allow to remove bags.
database actions required
  • get_reservation_details({"reservation_id": "1N99U6"})
  • search_direct_flight({"origin": "LAS", "destination": "IAH", "date": "2024-05-19"})
  • update_reservation_flights({"reservation_id": "1N99U6", "cabin": "economy", "flights": [{"flight_number": "HAT266", "date": "2024-05-19"}, {"flight_number": "HAT112", "date": "2024-05-27"}], "payment_id": "gift_card_5634230"})
reward basis
DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (6/6 turns in en) · 494s · user_stop
agent
Hi! How can I help you today?
user
Hi! I need to make some changes to an upcoming flight I have booked. I'd like to switch from my current one-stop flight to a nonstop flight if possible.
agent
I can certainly help you with modifying your flight! To proceed with changing your flight from a one-stop to a nonstop option, I will need your **User ID** and your **Reservation ID**. Could you please provide me with those details?
user
Sure! My user ID is james_taylor_7043 and my reservation ID is 1N99U6.
agent
→ get_reservation_details({"reservation_id": "1N99U6"})
tool result
{"reservation_id": "1N99U6", "user_id": "james_taylor_7043", "origin": "LAS", "destination": "IAH", "flight_type": "round_trip", "cabin": "economy", "flights": [{"flight_number": "HAT284", "origin": "LAS", "destination": "PHX", "date": "2024-05-19", "price": 161}, {"flight_number": "HAT152", "origin": "PHX", "destination": "IAH", "date": "2024-05-19", "price": 192}, {"flight_number": "HAT112", "origin": "IAH", "destination": "LAS", "date": "2024-05-27", "price": 184}], "passengers": [{"first_name": "James", "last_name": "Taylor", "dob": "1997-01-23"}, {"first_name": "Ivan", "last_name": "Taylor", "dob": "1975-09-15"}], "payment_history": [{"payment_id": "gift_card_5634230", "amount": 1134}], "created_at": "2024-05-08T11:37:17", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "yes", "status": null}
agent
→ search_direct_flight({"date": "2024-05-19", "destination": "IAH", "origin": "LAS"})
tool result
[{"flight_number": "HAT175", "origin": "LAS", "destination": "IAH", "status": "available", "scheduled_departure_time_est": "17:00:00", "scheduled_arrival_time_est": "20:00:00", "date": null, "available_seats": {"basic_economy": 10, "economy": 3, "business": 2}, "prices": {"basic_economy": 96, "economy": 155, "business": 203}}, {"flight_number": "HAT266", "origin": "LAS", "destination": "IAH", "status": "available", "scheduled_departure_time_est": "13:00:00", "scheduled_arrival_time_est": "16:00:00", "date": null, "available_seats": {"basic_economy": 8, "economy": 16, "business": 13}, "prices": {"basic_economy": 89, "economy": 146, "business": 373}}]
agent
I found a couple of nonstop flight options for your outbound trip from LAS to IAH on May 19th, keeping your current economy cabin class: 1. **Flight HAT175:** Departs LAS at 17:00:00 EST, Arrives IAH at 20:00:00 EST. The economy price is $155. 2. **Flight HAT266:** Departs LAS at 13:00:00 EST, Arrives IAH at 16:00:00 EST. The economy price is $146. Your return flight (HAT112 on May 27th) will remain the same. Please let me know which of these options you would like to switch to. Once you choose, I will list the full modification details and ask for your explicit confirmation before making any changes to your booking.
user
I'd like to go with flight HAT266, the one departing at 1:00 PM. That works better for my schedule, and the price is good too.
agent
Thank you for choosing flight HAT266. I have reviewed your reservation (1N99U6) and the new flight details. Here is a summary of the proposed modification: **Current Reservation Details:** * **Outbound Flight:** Two segments (LAS -> PHX -> IAH) on May 19th. Total outbound price: $353. * **Return Flight:** HAT112 (IAH -> LAS) on May 27th. * **Cabin Class:** Economy. **Proposed Modification:** * **Change:** Replace the current outbound flights with the nonstop flight **HAT266** (LAS to IAH) on May 19th. * **New Outbound Price:** $146. * **Price Adjustment:** Since the new flight is cheaper, you are due a refund of **$207** ($353 - $146). * **Return Flight:** Remains unchanged (HAT112 on May 27th). This modification will update your reservation to include HAT266 for the outbound journey. Do you confirm that you would like to proceed with this flight change and accept the $207 refund? Please reply with "yes" to confirm.
user
Yes, I confirm the flight change to HAT266. Also, before we finalize everything, I have one more request — I have a checked bag on my reservation that I'd like to remove, and I'd like to get a refund for the bag fee. Can you help with that too?
agent
I apologize, but according to our policy, users are only permitted to **add** checked bags, not remove them. Therefore, I cannot process a request to remove your checked bag or issue a refund for the bag fee. However, I can proceed with the flight change to HAT266 as you confirmed. To finalize the flight change, I will update your reservation (1N99U6) to include the nonstop flight HAT266 for your outbound journey. Since this change results in a refund of $207, I will use your existing gift card (`gift_card_5634230`) for the transaction. Do you confirm that I should proceed with updating your flights to HAT266?
user
That's fine about the bag, I understand. And yes, please go ahead and update my flight to HAT266. Using the gift card for the transaction works for me.
agent
→ update_reservation_flights({"cabin": "economy", "flights": [{"date": "2024-05-19", "destination": "IAH", "flight_number": "HAT266", "origin": "LAS"}, {"date": "2024-05-27", "destination": "LAS", "flight_number": "HAT112", "origin": "IAH"}], "payment_id": "gift_card_5634230", "reservation_id": "1N99U6"})
tool result
{"reservation_id": "1N99U6", "user_id": "james_taylor_7043", "origin": "LAS", "destination": "IAH", "flight_type": "round_trip", "cabin": "economy", "flights": [{"flight_number": "HAT266", "origin": "LAS", "destination": "IAH", "date": "2024-05-19", "price": 146}, {"flight_number": "HAT112", "origin": "IAH", "destination": "LAS", "date": "2024-05-27", "price": 184}], "passengers": [{"first_name": "James", "last_name": "Taylor", "dob": "1997-01-23"}, {"first_name": "Ivan", "last_name": "Taylor", "dob": "1975-09-15"}], "payment_history": [{"payment_id": "gift_card_5634230", "amount": 1134}, {"payment_id": "gift_card_5634230", "amount": -414}], "created_at": "2024-05-08T11:37:17", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "yes", "status": null}
agent
Your flight modification has been successfully completed! Your reservation (1N99U6) has been updated: * **Outbound Flight:** Changed to the nonstop flight **HAT266** from LAS to IAH on May 19th. * **Return Flight:** Remains **HAT112** from IAH to LAS on May 27th. * **Payment/Refund:** The price difference resulted in a refund, which has been processed using your gift card. Is there anything else I can assist you with regarding your travel plans today?
user
No, that's everything I needed. Thank you so much for your help! ###STOP###

Czech

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (5/5 turns in cs) · 233s · user_stop
Czech language judge: 3 major 6 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Jmenuji se James Taylor a rád bych změnil svůj nadcházející let z Las Vegas do Houstonu. Momentálně mám let s jedním přestupem a chtěl bych ho změnit na přímý let. Mohli byste mi s tím prosím pomoci?
agent
Rozumím. Chcete změnit svůj let z Las Vegas do Houstonu z letu s přestupem na přímý let. Abych vám mohl pomoci s modifikacíMINORCalque from English ("help with the modification"). In the context of a flight booking a native speaker would say "Abych vám mohl pomoci se změnou (rezervace)"., potřebuji znát vaše **uživatelské ID** a **ID rezervace**. Mohl byste mi je prosím poskytnout?
user
Samozřejmě. Moje uživatelské ID je james_taylor_7043 a ID rezervace je 1N99U6.
agent
→ get_reservation_details({"reservation_id": "1N99U6"})
tool result
{"reservation_id": "1N99U6", "user_id": "james_taylor_7043", "origin": "LAS", "destination": "IAH", "flight_type": "round_trip", "cabin": "economy", "flights": [{"flight_number": "HAT284", "origin": "LAS", "destination": "PHX", "date": "2024-05-19", "price": 161}, {"flight_number": "HAT152", "origin": "PHX", "destination": "IAH", "date": "2024-05-19", "price": 192}, {"flight_number": "HAT112", "origin": "IAH", "destination": "LAS", "date": "2024-05-27", "price": 184}], "passengers": [{"first_name": "James", "last_name": "Taylor", "dob": "1997-01-23"}, {"first_name": "Ivan", "last_name": "Taylor", "dob": "1975-09-15"}], "payment_history": [{"payment_id": "gift_card_5634230", "amount": 1134}], "created_at": "2024-05-08T11:37:17", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "yes", "status": null}
agent
→ search_direct_flight({"date": "2024-05-19", "destination": "IAH", "origin": "LAS"})
tool result
[{"flight_number": "HAT175", "origin": "LAS", "destination": "IAH", "status": "available", "scheduled_departure_time_est": "17:00:00", "scheduled_arrival_time_est": "20:00:00", "date": null, "available_seats": {"basic_economy": 10, "economy": 3, "business": 2}, "prices": {"basic_economy": 96, "economy": 155, "business": 203}}, {"flight_number": "HAT266", "origin": "LAS", "destination": "IAH", "status": "available", "scheduled_departure_time_est": "13:00:00", "scheduled_arrival_time_est": "16:00:00", "date": null, "available_seats": {"basic_economy": 8, "economy": 16, "business": 13}, "prices": {"basic_economy": 89, "economy": 146, "business": 373}}]
agent
Dobrý den, James. Děkuji za poskytnutí vašich údajů. Zkontroloval jsem vaši rezervaci (1N99U6). Vaším aktuálním letem z Las Vegas do Houstonu je let s přestupem. Naštěstí jsem našel dvě přímé možnosti letu z Las Vegas (LAS) do Houstonu (IAH) na 19. května 2024 ve třídě *economy*: 1. **Let HAT175:** Odlet v 17:00, Přílet v 20:00. Cena: 155 USD. 2. **Let HAT266:** Odlet v 13:00, Přílet v 16:00. Cena: 146 USD. Pokud zvolíte jeden z těchto let, váš zpáteční letMAJORWrong genitive plural: "z těchto let" should be "z těchto letů". The genitive plural of "let" (flight) is "letů"; "let" is the genitive plural of "léto" (summer/year). (IAH -> LAS na 27. května) zůstane nezměněn. Prosím, dejte mi vědět, který z těchto dvou přímých let preferujeteMAJORWrong genitive plural again: "z těchto dvou přímých let" should be "z těchto dvou přímých letů" (genitive plural of "let", flight, is "letů")., abych mohl pokračovat v změně rezervaceMAJORWrong form of the preposition: before a word beginning with z + consonant ("změně"), Czech requires "ve", so it should be "ve změně rezervace"..
user
Děkuji za nabídku. Vyberu si let HAT266 s odletem ve 13:00. A ještě bych měl jednu prosbu – rád bych ze své rezervace odstranil odbavené zavazadlo a chtěl bych za něj dostat zpět peníze. Bylo by to možné?
agent
Opakuji, James, ale podle naší zásadyMINOR"Opakuji" ("I repeat") does not fit here -- the agent has not stated this before, so there is nothing to repeat. A native would write "Bohužel" or "Omlouvám se, ale...". **není možné odstranit odbavené zavazadlo** z rezervace. Mohu vám pomoci pouze přidat další zavazadla. Co se týče změny letu: Změna letu z původního letu s přestupem na přímý let **HAT266** (LAS -> IAH) je možná. Protože se jedná o změnu letu, musíme zajistit platbu nebo refundaci. Váš původní let byl zaplacen pomocí **gift card_5634230**. Potvrzuji následující změnu: * **Rezervace IDMINOREnglish word order ("Reservation ID"). Natural Czech is "ID rezervace", which the agent itself used earlier.:** 1N99U6 * **Změna:** Změna prvního letu z LAS do IAH na přímý let **HAT266** (odlet 13:00, 19. května 2024). * **Cabin:** EconomyMINOR"Cabin" is an English common noun used as a label, not an identifier or code. A Czech agent would write "Kabina" or "Třída". * **Zpáteční let:** Zůstává nezměněný (HAT112, 27. května 2024). Prosím, potvrďte, že chcete tuto změnu provést a že chcete použít existující platební prostředek (gift card_5634230) pro případné úpravy ceny.
user
Dobře, rozumím, že zavazadlo odstranit nejde – tak to nechme být. Změnu letu potvrzuji, chci přebookovat na přímý let HAT266. A ano, pro platbu chci použít tu dárkovou kartu.
agent
→ update_reservation_flights({"cabin": "economy", "flights": [{"date": "2024-05-19", "destination": "IAH", "flight_number": "HAT266", "origin": "LAS"}, {"date": "2024-05-27", "destination": "LAS", "flight_number": "HAT112", "origin": "IAH"}], "payment_id": "gift_card_5634230", "reservation_id": "1N99U6"})
tool result
{"reservation_id": "1N99U6", "user_id": "james_taylor_7043", "origin": "LAS", "destination": "IAH", "flight_type": "round_trip", "cabin": "economy", "flights": [{"flight_number": "HAT266", "origin": "LAS", "destination": "IAH", "date": "2024-05-19", "price": 146}, {"flight_number": "HAT112", "origin": "IAH", "destination": "LAS", "date": "2024-05-27", "price": 184}], "passengers": [{"first_name": "James", "last_name": "Taylor", "dob": "1997-01-23"}, {"first_name": "Ivan", "last_name": "Taylor", "dob": "1975-09-15"}], "payment_history": [{"payment_id": "gift_card_5634230", "amount": 1134}, {"payment_id": "gift_card_5634230", "amount": -414}], "created_at": "2024-05-08T11:37:17", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "yes", "status": null}
agent
Vaše rezervace byla úspěšně změněna. Nyní máte přímý let **HAT266** z Las Vegas do Houstonu, odlet 13:00 dne 19. května 2024. Váš zpáteční let zůstává nezměněný. V důsledku změny letu došlo k úpravě ceny. Z vašeho platebního prostředku (dárková karta) byl proveden refundMINOR"refund" is an English word and "provést refund" is a calque of "a refund was made". Natural Czech: "bylo provedeno vrácení peněz" or "byla provedena refundace". v součtu **414 USD**MINOR"součet" means the result of adding numbers, not an amount of money. For a single amount a native says "ve výši 414 USD".. Pokud máte další dotazy, jsem k dispozici.
user
Výborně, děkuji vám za pomoc! Změna letu je hotová a refundace na dárkovou kartu je také v pořádku. Nemám žádné další dotazy. 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.