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

English vs Czech · task 31

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Customer briefuser simulator only
reason for call
Your cat is really sick and you need to get back home sooner to take care of it. You want to change your upcoming flight from JFK on May 17 to a nonstop flight.
known to the user
Your name is Daiki Lee. Your user id is daiki_lee_6144.
deliberately unknown
You do not know your reservation id.
how to behave
You are willing to do the change only if it costs less than $100. You do not want to buy a new flight.
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
Test for flight change. Flight cannot be changed.
judged by the NL-assertion judge
  • Agent doesn't book any flight.
reward basis
DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (5/5 turns in en) · 415s · user_stop
agent
Hi! How can I help you today?
user
Hi, I'm hoping you can help me. My cat is really sick and I need to get home sooner than planned. I have a flight coming up from JFK on May 17, and I'd like to change it to a nonstop flight if possible.
agent
I understand you need to change your flight due to a family emergency. I can certainly help you look into changing your flight to a nonstop option. To access your reservation and make any changes, I will need your **User ID** and your **Reservation ID**. Could you please provide those for me?
user
Sure, my user ID is daiki_lee_6144. Unfortunately, I don't have my reservation ID handy — I don't have the confirmation email in front of me. Is there another way you can look it up?
agent
→ get_user_details({"user_id": "daiki_lee_6144"})
tool result
{"user_id": "daiki_lee_6144", "name": {"first_name": "Daiki", "last_name": "Lee"}, "address": {"address1": "410 River Road", "address2": "Suite 380", "city": "Fort Worth", "country": "USA", "state": "TX", "zip": "76173"}, "email": "daiki.lee6987@example.com", "dob": "1976-10-08", "payment_methods": {"credit_card_6198952": {"source": "credit_card", "id": "credit_card_6198952", "brand": "visa", "last_four": "9734"}, "gift_card_3112961": {"source": "gift_card", "id": "gift_card_3112961", "amount": 51.0}, "gift_card_5128346": {"source": "gift_card", "id": "gift_card_5128346", "amount": 262.0}}, "saved_passengers": [{"first_name": "Raj", "last_name": "Muller", "dob": "1967-10-16"}], "membership": "regular", "reservations": ["DF89BM", "COVE6R", "IIHXDG"]}
agent
I found three reservations under your account: **DF89BM**, **COVE6R**, and **IIHXDG**. Could you please tell me which of these reservation IDs corresponds to the flight you wish to change from JFK on May 17th? Once I have the correct Reservation ID, I can proceed with checking for nonstop flight options.
user
Hmm, I'm not sure which one it is off the top of my head. The flight I need to change departs from JFK on May 17 — could you check which of those reservations matches that flight?
agent
→ get_reservation_details({"reservation_id": "DF89BM"})
tool result
{"reservation_id": "DF89BM", "user_id": "daiki_lee_6144", "origin": "JFK", "destination": "DTW", "flight_type": "round_trip", "cabin": "basic_economy", "flights": [{"flight_number": "HAT079", "origin": "JFK", "destination": "ORD", "date": "2024-05-17", "price": 63}, {"flight_number": "HAT020", "origin": "ORD", "destination": "DTW", "date": "2024-05-17", "price": 78}, {"flight_number": "HAT263", "origin": "DTW", "destination": "JFK", "date": "2024-05-24", "price": 53}], "passengers": [{"first_name": "Daiki", "last_name": "Lee", "dob": "1976-10-08"}], "payment_history": [{"payment_id": "gift_card_3112961", "amount": 194}], "created_at": "2024-05-01T23:25:01", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
→ search_direct_flight({"date": "2024-05-17", "destination": "ORD", "origin": "JFK"})
tool result
[{"flight_number": "HAT079", "origin": "JFK", "destination": "ORD", "status": "available", "scheduled_departure_time_est": "00:00:00", "scheduled_arrival_time_est": "02:30:00", "date": null, "available_seats": {"basic_economy": 17, "economy": 5, "business": 8}, "prices": {"basic_economy": 89, "economy": 179, "business": 382}}, {"flight_number": "HAT261", "origin": "JFK", "destination": "ORD", "status": "available", "scheduled_departure_time_est": "23:00:00", "scheduled_arrival_time_est": "01:30:00+1", "date": null, "available_seats": {"basic_economy": 18, "economy": 15, "business": 17}, "prices": {"basic_economy": 66, "economy": 141, "business": 266}}]
agent
I found a direct flight option for you on May 17th: **HAT261**, departing from JFK and arriving in ORD. However, I must inform you that your current reservation, **DF89BM**, is in the **basic economy** cabin. According to the airline policy, basic economy flights cannot be modified. Would you like me to check if there are any other options, or would you like to discuss changing the cabin class of your reservation (if possible)?
user
Oh, that's frustrating — I didn't realize basic economy couldn't be changed. I really need to get home to my cat though. Before we go further, I should mention: I can't afford to buy a whole new flight, and honestly I can only spend less than $100 total on making this change. What would changing the cabin class cost? If upgrading my reservation to a changeable fare is under $100, that might work for me.
agent
I understand your financial constraints and your urgent need to get home. However, I must adhere strictly to the airline policy. Since your current flight is booked in **basic economy**, the policy states that basic economy flights cannot be modified. This means I am unable to change the cabin class or upgrade your reservation, regardless of the cost difference. If you would like to explore options such as canceling the reservation for a refund, or if you believe there might be an exception to this policy, I can transfer you to a human agent who may be able to review your situation. Would you like me to transfer you?
user
Yes, please — given the circumstances with my cat being sick, I'd really appreciate speaking with a human agent to see if anything can be done. Thank you for your help. ###TRANSFER###

Czech

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (6/6 turns in cs) · 328s · user_stop
Czech language judge: 3 major 13 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den, moje kočka je vážně nemocná a potřebuji se co nejdřív dostat domů, abych se o ni mohl postarat. Chtěl bych změnit svůj nadcházející let z JFK na 17. května na přímý let. Mohli byste mi s tím prosím pomoci?
agent
Rozumím. Chápu, že potřebujete změnit svůj let. Abych vám mohl pomoci s modifikací letuMINOR"modifikace letu" is a calque of English "flight modification"; a native speaker would say "se změnou letu" ("Abych vám mohl pomoci se změnou letu")., potřebuji od vás několik informací: 1. **Vaše uživatelské ID** (User ID). 2. **Číslo rezervace** (Reservation ID). 3. **Destinační město** (do kterého chcete letět). Jakmile mi tyto informace poskytnete, mohu začít s hledáním a změnou letu.
user
Moje uživatelské ID je daiki_lee_6144. Bohužel si nepamatuji číslo své rezervace – nemohli byste ho prosím dohledat podle mého uživatelského ID?
agent
→ get_user_details({"user_id": "daiki_lee_6144"})
tool result
{"user_id": "daiki_lee_6144", "name": {"first_name": "Daiki", "last_name": "Lee"}, "address": {"address1": "410 River Road", "address2": "Suite 380", "city": "Fort Worth", "country": "USA", "state": "TX", "zip": "76173"}, "email": "daiki.lee6987@example.com", "dob": "1976-10-08", "payment_methods": {"credit_card_6198952": {"source": "credit_card", "id": "credit_card_6198952", "brand": "visa", "last_four": "9734"}, "gift_card_3112961": {"source": "gift_card", "id": "gift_card_3112961", "amount": 51.0}, "gift_card_5128346": {"source": "gift_card", "id": "gift_card_5128346", "amount": 262.0}}, "saved_passengers": [{"first_name": "Raj", "last_name": "Muller", "dob": "1967-10-16"}], "membership": "regular", "reservations": ["DF89BM", "COVE6R", "IIHXDG"]}
agent
Děkuji za poskytnutí vašeho uživatelského ID. Nachal jsem následující rezervaceMAJOR"Nachal" is not a Czech word; the intended form is "Našel jsem" ("I found"). spojené s vaším účtem: **DF89BM**, **COVE6R** a **IIHXDG**. Prosím, upřesněte, kterou z těchto rezervací chcete změnit. Také, jak jsem si všiml, že chcete letět z JFKMAJORBroken syntax: "jak" (as) combined with a "že"-clause is a calque of English "as I noticed that..." and leaves the sentence garbled. Correct: "Také jsem si všiml, že chcete letět z JFK" (or "Jak jsem si všiml, chcete letět z JFK")., ale neuváděli jste destinaciMINORWrong verbal aspect: imperfective "neuváděli jste" implies a repeated/ongoing action; a single completed act requires the perfective "neuvedli jste".. Prosím, uveďte, do jakého města chcete letět 17. května.
user
Děkuji. Nejsem si jistý, která z těch rezervací to je – jde o tu s odletem z JFK 17. května. Nemohli byste prosím zkontrolovat, která rezervace tomu odpovídá? Destinace zůstává stejná jako v původní rezervaci, chci jen změnit let na přímý.
agent
→ get_reservation_details({"reservation_id": "DF89BM"})
tool result
{"reservation_id": "DF89BM", "user_id": "daiki_lee_6144", "origin": "JFK", "destination": "DTW", "flight_type": "round_trip", "cabin": "basic_economy", "flights": [{"flight_number": "HAT079", "origin": "JFK", "destination": "ORD", "date": "2024-05-17", "price": 63}, {"flight_number": "HAT020", "origin": "ORD", "destination": "DTW", "date": "2024-05-17", "price": 78}, {"flight_number": "HAT263", "origin": "DTW", "destination": "JFK", "date": "2024-05-24", "price": 53}], "passengers": [{"first_name": "Daiki", "last_name": "Lee", "dob": "1976-10-08"}], "payment_history": [{"payment_id": "gift_card_3112961", "amount": 194}], "created_at": "2024-05-01T23:25:01", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
Děkuji za upřesnění. Rezervace **DF89BM** je ta, kterou hledáte. Zkontroloval jsem detaily vaší rezervace. Je zde však důležitá omezení, které musím zmínitMAJORBroken agreement: "omezení" is neuter, so feminine "důležitá" does not agree with it, and "které" matches neither. Correct singular: "důležité omezení, které musím zmínit"; or plural: "Jsou zde důležitá omezení, která musím zmínit".: **Lety v třídě základní ekonomika (basic economy)MINOR"základní ekonomika" is a calque of "basic economy"; "ekonomika" means economics or a national economy, not a cabin class. Natural Czech: "základní ekonomická třída". nelze modifikovatMINOR"modifikovat" is a calque of English "modify"; for flights a native says "nelze změnit"..** Proto nemohu změnit váš let z JFK na přímý let 17. května. Pokud byste chtěl zvážit změnu třídy letu na vyšší (např. ekonomika nebo business)MINOR"ekonomika" used as a travel class is a calque of English "economy"; natural Czech: "ekonomická třída"., mohlo by to být možné, ale to by vyžadovalo další kroky a potenciální dodatečné poplatkyMINORCalque of "potential additional fees"; a native would write "případné další poplatky".. Můžete mi prosím sdělit, zda byste chtěl zkusit změnit třídu letu, nebo máte jiný dotaz?
user
To je opravdu škoda, moc jsem potřeboval ten let změnit kvůli té nemocné kočce. Jste si prosím jistý, že má rezervace je ve třídě basic economy? Nemohli byste to ještě jednou zkontrolovat?
agent
Rozumím vaší frustraci. Chápu, že je to velmi důležitá situace. Potvrdím, že podle detailů rezervaceMINOR"Potvrdím" is future tense ("I will confirm"), a calque of English "I can/I'll confirm that..."; natural Czech: "Mohu potvrdit, že..." or "Potvrzuji, že...". **DF89BM**, kterou jsem zkontroloval, je aktuální třída letu **basic economy**. Proto je omezení na modifikaci letu platné.MINORWrong government plus calque: "omezení" does not take "na" + accusative, and "modifikace letu" is English-flavoured. Natural: "Proto platí omezení pro změnu letu" or "omezení týkající se změn letů". Lety v třídě základní ekonomika nelze změnit.MINORSame calque as above: "základní ekonomika" for "basic economy"; natural Czech: "základní ekonomická třída". Pokud byste chtěl, abych zkontroloval možnosti změny třídy letu na vyšší (např. ekonomika)MINORSame calque as above: "ekonomika" as a cabin class; natural Czech: "ekonomická třída"., mohu to udělat, ale musím vás upozornit, že to by mohlo vést k dodatečným nákladům. Chcete, abych to zkusil?
user
Rozumím. Než budeme pokračovat, mohli byste mi prosím sdělit podrobnosti té rezervace DF89BM – číslo letu, datum, trasu a třídu – abych si ověřil, že jde skutečně o ten správný let? Nerad bych, aby došlo k záměně s jinou rezervací.
agent
Zvolenou rezervaci **DF89BM** mohu shrnout pro vás: * **Trasa:** Z JFK do DTW (oběma směry). * **Typ cesty:** Okruhová (round trip)MINORMistranslation of "round trip" for a flight: "okruhová (cesta)" means a loop/circle tour. A there-and-back booking is "zpáteční" ("Typ cesty: Zpáteční").. * **Třída letu:** Základní ekonomika (basic economy).MINORSame calque as above: "Základní ekonomika" for "basic economy"; natural Czech: "Základní ekonomická třída". * **Lety:** * **17. května:** Let HAT079 z JFK do ORD, následovaný letem HAT020MINORPassive-participle calque of "followed by flight HAT020"; a native would write "a poté let HAT020" or "s návazným letem HAT020". z ORD do DTW. * **24. května:** Let HAT263 z DTW do JFK. Potvrzujete, že se jedná o správnou rezervaci?
user
Ano, to je správná rezervace. Letím 17. května z JFK do DTW s přestupem v Chicagu a právě tenhle úsek bych chtěl změnit na přímý let, abych se dostal domů co nejrychleji ke své nemocné kočce. Chápu, že jste zmínil omezení pro třídu basic economy, ale nedá se v takovéto situaci udělat výjimka? Opravdu potřebuji ten let změnit.
agent
→ transfer_to_human_agents({"summary": "User needs to modify a basic economy flight (DF89BM) from JFK to DTW on May 17th to a direct flight due to a personal emergency, but the policy prohibits modification of basic economy flights."})
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.