compare task 38 · CzTauBench

English vs Czech · task 38

Customer briefuser simulator only

reason for call

You contact customer service because you are frustrated with the delayed flight in your most recent reservation.

known to the user

You are Noah Muller. Your user id is noah_muller_9847.

deliberately unknown

You don't remember your reservation id.

how to behave

If the service agent asks for the reservation, say that it is the last reservation but don't remember what it was. If the agent doesn't offer it, you ask for compensation. If the service agent asks how many passengers that are in the reservation, say that there are 3 and be adamant about it. This is incorrect, but is meant to test the service agent to get the correct number of passengers. After asserting it 2 times, admit that you may have made a mistake.

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 checks all the details before offering compensation. The user is not granted compensation as the flight is delayed and the user doesn't want to change or cancel the reservation.

judged by the NL-assertion judge

Agent does not offer compensation before the user asks.
Agent verifies that the flight was delayed.
Agent verifies the number of passengers in the reservation.
Agent does not offer a $50 certificate.

database actions required

get_user_details({"user_id": "noah_muller_9847"})
get_reservation_details({"reservation_id": "4OG6T3"})

reward basis

DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (2/2 turns in en) · 314s · user_stop

agent

Hi! How can I help you today?

user

Hi, I'm calling because I'm really frustrated about a delayed flight on my most recent reservation. This caused a lot of problems for me and I want to know what can be done about it.

agent

I understand this is frustrating, and I apologize for the inconvenience caused by the flight delay. I can certainly look into options for you. To help me check the details of your reservation and see what compensation or assistance is available, could you please provide me with your user ID and the reservation ID?

user

My user ID is noah_muller_9847. As for the reservation ID, I honestly don't remember it — but it's my last reservation, the most recent one on my account.

agent

→ get_user_details({"user_id": "noah_muller_9847"})

tool result

{"user_id": "noah_muller_9847", "name": {"first_name": "Noah", "last_name": "Muller"}, "address": {"address1": "889 Hillcrest Drive", "address2": "Suite 254", "city": "Denver", "country": "USA", "state": "CO", "zip": "80243"}, "email": "noah.muller2290@example.com", "dob": "1963-01-22", "payment_methods": {"credit_card_1245537": {"source": "credit_card", "id": "credit_card_1245537", "brand": "mastercard", "last_four": "1167"}, "credit_card_6040264": {"source": "credit_card", "id": "credit_card_6040264", "brand": "visa", "last_four": "2076"}, "credit_card_3255100": {"source": "credit_card", "id": "credit_card_3255100", "brand": "visa", "last_four": "2604"}, "certificate_8301303": {"source": "certificate", "id": "certificate_8301303", "amount": 100.0}, "credit_card_3983998": {"source": "credit_card", "id": "credit_card_3983998", "brand": "visa", "last_four": "8413"}, "credit_card_7574394": {"source": "credit_card", "id": "credit_card_7574394", "brand": "visa", "last_four": "1798"}, "credit_card_6873705": {"source": "credit_card", "id": "credit_card_6873705", "brand": "visa", "last_four": "2267"}}, "saved_passengers": [{"first_name": "Lei", "last_name": "Patel", "dob": "1959-11-15"}], "membership": "gold", "reservations": ["SDZQKO", "4OG6T3"]}

agent

→ get_reservation_details({"reservation_id": "4OG6T3"})

tool result

{"reservation_id": "4OG6T3", "user_id": "noah_muller_9847", "origin": "BOS", "destination": "LAS", "flight_type": "round_trip", "cabin": "basic_economy", "flights": [{"flight_number": "HAT006", "origin": "BOS", "destination": "SEA", "date": "2024-05-11", "price": 87}, {"flight_number": "HAT018", "origin": "SEA", "destination": "LAS", "date": "2024-05-11", "price": 96}, {"flight_number": "HAT040", "origin": "LAS", "destination": "SEA", "date": "2024-05-17", "price": 63}, {"flight_number": "HAT253", "origin": "SEA", "destination": "BOS", "date": "2024-05-17", "price": 52}], "passengers": [{"first_name": "Noah", "last_name": "Muller", "dob": "1963-01-22"}], "payment_history": [{"payment_id": "credit_card_7574394", "amount": 328}], "created_at": "2024-05-09T15:14:07", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "yes", "status": null}

agent

→ get_flight_status({"date": "2024-05-11", "flight_number": "HAT006"})

tool result

landed

agent

→ transfer_to_human_agents({"summary": "User is frustrated about a delayed flight on reservation 4OG6T3 (Noah Muller) and is seeking assistance regarding compensation and options. The first flight segment has already flown."})

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 (9/9 turns in cs) · 378s · user_stop

Czech language judge: 5 major 6 minor · 1 span not found in the text

agent

Dobrý den! Jak vám mohu dnes pomoci?

user

Dobrý den. Volám kvůli své poslední rezervaci – let měl velké zpoždění a jsem z toho opravdu frustrovaný. Chtěl bych vědět, co s tím můžete udělat.

agent

Rozumím vaší frustraci. Je mi líto, že váš let byl zpožděn. Abych mohl ověřit fakta a zjistit, jak vám můžeme pomoci ohledně kompenzace nebo změn, potřebuji znát číslo vaší rezervace nebo váš uživatelský IDMINOR"ID" is neuter in Czech, so it should be "vaše uživatelské ID", not "váš uživatelský ID".. Můžete mi je prosím poskytnout?

user

Číslo rezervace si bohužel nepamatuju, ale jde o mou poslední rezervaci. Moje uživatelské ID je noah_muller_9847 – podle toho byste to měl najít, ne?

agent

→ get_user_details({"user_id": "noah_muller_9847"})

tool result

agent

Děkuji za poskytnutí vašeho uživatelského ID. Nachal jsem dvě rezervaceMAJOR"Nachal" is not a Czech word; the intended form is "Našel jsem" ("I found"). spojované s vaším účtem: **SDZQKO** a **4OG6T3**. Mohli byste mi prosím sdělit, o kterou z těchto rezervací se jedná, nebo mi poskytnout další informace o zpožděném letu (např. datum letu nebo číslo letu), abych mohl ověřit fakta?

user

Jde o tu poslední rezervaci – tu nejnovější. Bohužel si ale nepamatuju, která z těch dvou to je, ani přesné datum nebo číslo letu. Nemůžete to zjistit podle data v systému? Ta poslední, co jsem měl, tam určitě bude.

agent

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

tool result

{"reservation_id": "SDZQKO", "user_id": "noah_muller_9847", "origin": "LAX", "destination": "MIA", "flight_type": "round_trip", "cabin": "basic_economy", "flights": [{"flight_number": "HAT228", "origin": "LAX", "destination": "EWR", "date": "2024-05-27", "price": 76}, {"flight_number": "HAT202", "origin": "EWR", "destination": "MIA", "date": "2024-05-28", "price": 54}, {"flight_number": "HAT192", "origin": "MIA", "destination": "EWR", "date": "2024-05-28", "price": 67}, {"flight_number": "HAT041", "origin": "EWR", "destination": "LAX", "date": "2024-05-29", "price": 58}], "passengers": [{"first_name": "Noah", "last_name": "Muller", "dob": "1963-01-22"}, {"first_name": "Lucas", "last_name": "Anderson", "dob": "1971-04-05"}], "payment_history": [{"payment_id": "credit_card_3983998", "amount": 510}], "created_at": "2024-05-13T03:26:54", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}

agent

Děkuji. Rezervace **SDZQKO** je ta nejnovější. Abych mohl ověřit, zda došlo k zpoždění, o kterém mluvíte, a zjistit, jaké možnosti máme, musím nejdříve ověřit aktuální stav letu. Zkontroluji stav prvního letu: HAT228 z LAX do EWR, plánovaný na 27. května 2024.

user

Ano, to zní jako ten let. Zpoždění bylo opravdu značné a způsobilo mi to spoustu komplikací. Co jste zjistil?

agent

→ get_flight_status({"date": "2024-05-27", "flight_number": "HAT228"})

tool result

available

agent

Podle aktuálních informací v systému je let HAT228 z LAX do EWR plánovaný na 27. května 2024 v stavuMAJORThe preposition must be "ve" before "stavu" (s + consonant cluster): "ve stavu", not "v stavu". **"available"** (dostupný), což znamená, že let ještě nepoletěl a není zpožděnMINOR"nepoletěl" means "did not / will not fly"; for a flight that has not departed yet, a native speaker would say "let ještě neodletěl" (or "se ještě neuskutečnil").. Mohli byste mi prosím poskytnout další informace o zpoždění, které jste zažiliMINOR"zažít zpoždění" is a calque of English "to experience a delay"; natural Czech would be "o zpoždění, se kterým jste se setkali" or "o zpoždění vašeho letu".? Například, zda jste dostali nějakou oficiální notifikaci o zpoždění, nebo zda se jedná o jiný let či datum? Jakmile ověřím fakta, rád vám pomohu s možnými změnami nebo kompenzací, pokud je to možné.

user

To nemůže být pravda – ten let určitě zpožděný byl, zažil jsem to na vlastní kůži. Není v té rezervaci náhodou víc letů? Možná jste zkontroloval špatný let. Zkuste prosím ověřit i ostatní lety v té rezervaci, jeden z nich měl opravdu velké zpoždění.

agent

Rozumím vaší situaci. Je mi líto, že jste zažili zpoždění.MINOR"zažít zpoždění" is a calque of "to experience a delay"; natural Czech: "že jste se setkali se zpožděním" or "že váš let měl zpoždění". Rezervace **SDZQKO** obsahuje čtyři letové segmenty. Zkontroluji stav všech letů, abych se ujistil, který z nich byl zpožděn. Nejprve zkontroluji let HAT202 z EWR do MIA, plánovaný na 28. května 2024.

user

Dobře, děkuji. Jsem si jistý, že jeden z těch letů zpožděný byl – čekal jsem na letišti několik hodin navíc. Tak mi prosím dejte vědět, co zjistíte.

agent

→ get_flight_status({"date": "2024-05-28", "flight_number": "HAT202"})

tool result

available

agent

Zkontroloval jsem stav letu HAT202 z EWR do MIA, plánovaného na 28. května 2024. Tento let je také v stavuMAJORThe preposition must be "ve" before "stavu": "ve stavu", not "v stavu". **"available"** (dostupný). Zkontroluji nyní další let: HAT192 z MIA do EWR, plánovaný na 28. května 2024.

user

Dobře, čekám. Ale opravdu si stojím za tím, že jeden z těch letů měl velké zpoždění – strávil jsem na letišti hodiny navíc a zmeškal jsem kvůli tomu důležitou schůzku.

agent

→ get_flight_status({"date": "2024-05-28", "flight_number": "HAT192"})

tool result

available

agent

Zkontroloval jsem stav letu HAT192 z MIA do EWR, plánovaného na 28. května 2024. Tento let je také v stavuMAJORThe preposition must be "ve" before "stavu": "ve stavu", not "v stavu". **"available"** (dostupný). Zkontroluji nyní poslední let v rezervaci: HAT041 z EWR do LAX, plánovaný na 29. května 2024.

user

Dobře, tak ten poslední zkontrolujte. Ale říkám vám, že zpoždění tam určitě bylo – jinak bych nevolal. A pokud to v systému není správně zaznamenané, tak to je další problém, který byste měli řešit.

agent

→ get_flight_status({"date": "2024-05-29", "flight_number": "HAT041"})

tool result

available

agent

Děkuji za trpělivost. Zkontroloval jsem stav všech čtyř letů v rezervaci **SDZQKO**. V systému jsou všechny lety (HAT228, HAT202, HAT192 a HAT041) aktuálně označeny jako **"available"** (dostupný), což znamená, že v době kontroly nebyly zaznamenány žádné zpožděníMAJORBroken agreement: "žádné zpoždění" is neuter singular, so the verb must agree — "nebylo zaznamenáno žádné zpoždění" (or plural "nebyla zaznamenána žádná zpoždění").. Rozumím, že jste zažili zpožděníMINOR"zažít zpoždění" is a calque of "to experience a delay"; natural Czech: "že jste se setkali se zpožděním" or "že váš let měl zpoždění"., a je mi líto, že vám to způsobilo problémy. Nicméně, protože systém neukazuje žádné zpoždění, nemohu na základě aktuálních dat potvrdit váš nárok na kompenzaci. Pokud byste chtěl/a, abych zkusil/a provést jakoukoliv změnu rezervace (např. změna letu, kabiny, nebo zrušení), nebo pokud byste chtěl/a, abych zkontroloval/a jiné možnosti, dejte mi prosím vědět.

user

To je přece absurdní! Já jsem na tom letišti strávil hodiny navíc, a teď mi tvrdíte, že v systému nic není? To není můj problém, že váš systém nezaznamenal zpoždění – já jsem ho zažil. Nechci měnit rezervaci, chci kompenzaci za to zpoždění. Mám na ni nárok, když mi let způsobil takové komplikace. Co s tím můžete udělat?

agent

→ transfer_to_human_agents({"summary": "User is requesting compensation for a significant flight delay on reservation SDZQKO. The user insists the delay occurred, but the system data shows all flights as 'available' (not delayed). The user demands compensation without changing or canceling the reservation."})

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.