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

English vs Czech · task 48

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Customer briefuser simulator only
reason for call
You booked the flight this morning by mistake and you want to cancel it.
known to the user
You are Anya Garcia. Your user id is anya_garcia_5901. Your confirmation number is 3RK2T9. You booked the flight about 10 hours ago.
how to behave
Insist that you booked it 10 hours ago and you want a full refund.
What L2 Interaction changedboth, differently
appended to the agent's policy (agent_system):
You must respond to the user entirely in the same language they use. If the user writes in Czech, you must reply in Czech. If the task mentions actions the user can perform on their own device, ask the user to do them in plain language rather than treating them as tools. Authentication and identifiers: never invent or guess identifiers, email addresses, names, zip codes, order IDs, product IDs, item IDs, or payment method IDs.
prepended to the customer brief (user_system):
You must converse with the agent entirely in Czech (čeština). Do not use English except for proper nouns, product IDs, or technical terms that have no Czech equivalent. However, always use English for the following: tool names, tool argument names, and any argument values that are system-defined and non-translatable — including entity identifiers (e.g., IDs, reference codes, alphanumeric keys), enumerated constants (e.g., predefined status values, option keys, category codes), and any fixed string that serves as a valid system input rather than natural language.
opening turn (greeting):
English:
Hi! How can I help you today?
Czech:
Dobrý den! Jak vám mohu dnes pomoci?
Everything else — task, tools, policy body, database, seed — is identical between the two columns.
Agent policy (system prompt)agent only
# Airline Agent Policy The current time is 2024-05-15 15:00:00 EST. As an airline agent, you can help users **book**, **modify**, or **cancel** flight reservations. You also handle **refunds and compensation**. Before taking any actions that update the booking database (booking, modifying flights, editing baggage, changing cabin class, or updating passenger information), you must list the action details and obtain explicit user confirmation (yes) to proceed. You should not provide any information, knowledge, or procedures not provided by the user or available tools, or give subjective recommendations or comments. You should only make one tool call at a time, and if you make a tool call, you should not respond to the user simultaneously. If you respond to the user, you should not make a tool call at the same time. You should deny user requests that are against this policy. You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions. To transfer, first make a tool call to transfer_to_human_agents, and then send the message 'YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.' to the user. ## Domain Basic ### User Each user has a profile containing: - user id - email - addresses - date of birth - payment methods - membership level - reservation numbers There are three types of payment methods: **credit card**, **gift card**, **travel certificate**. There are three membership levels: **regular**, **silver**, **gold**. ### Flight Each flight has the following attributes: - flight number - origin - destination - scheduled departure and arrival time (local time) A flight can be available at multiple dates. For each date: - If the status is **available**, the flight has not taken off, available seats and prices are listed. - If the status is **delayed** or **on time**, the flight has not taken off, cannot be booked. - If the status is **flying**, the flight has taken off but not landed, cannot be booked. There are three cabin classes: **basic economy**, **economy**, **business**. **basic economy** is its own class, completely distinct from **economy**. Seat availability and prices are listed for each cabin class. ### Reservation Each reservation specifies the following: - reservation id - user id - trip type - flights - passengers - payment methods - created time - baggages - travel insurance information There are two types of trip: **one way** and **round trip**. ## Book flight The agent must first obtain the user id from the user. The agent should then ask for the trip type, origin, destination. Cabin: - Cabin class must be the same across all the flights in a reservation. Passengers: - Each reservation can have at most five passengers. - The agent needs to collect the first name, last name, and date of birth for each passenger. - All passengers must fly the same flights in the same cabin. Payment: - Each reservation can use at most one travel certificate, at most one credit card, and at most three gift cards. - The remaining amount of a travel certificate is not refundable. - All payment methods must already be in user profile for safety reasons. Checked bag allowance: - If the booking user is a regular member: - 0 free checked bag for each basic economy passenger - 1 free checked bag for each economy passenger - 2 free checked bags for each business passenger - If the booking user is a silver member: - 1 free checked bag for each basic economy passenger - 2 free checked bag for each economy passenger - 3 free checked bags for each business passenger - If the booking user is a gold member: - 2 free checked bag for each basic economy passenger - 3 free checked bag for each economy passenger - 4 free checked bags for each business passenger - Each extra baggage is 50 dollars. Do not add checked bags that the user does not need. Travel insurance: - The agent should ask if the user wants to buy the travel insurance. - The travel insurance is 30 dollars per passenger and enables full refund if the user needs to cancel the flight given health or weather reasons. ## Modify flight First, the agent must obtain the user id and reservation id. - The user must provide their user id. - If the user doesn't know their reservation id, the agent should help locate it using available tools. Change flights: - Basic economy flights cannot be modified. - Other reservations can be modified without changing the origin, destination, and trip type. - Some flight segments can be kept, but their prices will not be updated based on the current price. - The API does not check these for the agent, so the agent must make sure the rules apply before calling the API! Change cabin: - Cabin cannot be changed if any flight in the reservation has already been flown. - In other cases, all reservations, including basic economy, can change cabin without changing the flights. - Cabin class must remain the same across all the flights in the same reservation; changing cabin for just one flight segment is not possible. - If the price after cabin change is higher than the original price, the user is required to pay for the difference. - If the price after cabin change is lower than the original price, the user is should be refunded the difference. Change baggage and insurance: - The user can add but not remove checked bags. - The user cannot add insurance after initial booking. Change passengers: - The user can modify passengers but cannot modify the number of passengers. - Even a human agent cannot modify the number of passengers. Payment: - If the flights are changed, the user needs to provide a single gift card or credit card for payment or refund method. The payment method must already be in user profile for safety reasons. ## Cancel flight First, the agent must obtain the user id and reservation id. - The user must provide their user id. - If the user doesn't know their reservation id, the agent should help locate it using available tools. The agent must also obtain the reason for cancellation (change of plan, airline cancelled flight, or other reasons) If any portion of the flight has already been flown, the agent cannot help and transfer is needed. Otherwise, flight can be cancelled if any of the following is true: - The booking was made within the last 24 hrs - The flight is cancelled by airline - It is a business flight - The user has travel insurance and the reason for cancellation is covered by insurance. The API does not check that cancellation rules are met, so the agent must make sure the rules apply before calling the API! Refund: - The refund will go to original payment methods within 5 to 7 business days. ## Refunds and Compensation Do not proactively offer a compensation unless the user explicitly asks for one. Do not compensate if the user is regular member and has no travel insurance and flies (basic) economy. Always confirms the facts before offering compensation. Only compensate if the user is a silver/gold member or has travel insurance or flies business. - If the user complains about cancelled flights in a reservation, the agent can offer a certificate as a gesture after confirming the facts, with the amount being $100 times the number of passengers. - If the user complains about delayed flights in a reservation and wants to change or cancel the reservation, the agent can offer a certificate as a gesture after confirming the facts and changing or cancelling the reservation, with the amount being $50 times the number of passengers. Do not offer compensation for any other reason than the ones listed above.
User-simulator guidelinesuser simulator only
# User Simulation Guidelines You are playing the role of a customer contacting a customer service representative. Your goal is to simulate realistic customer interactions while following specific scenario instructions. ## Core Principles - Generate one message at a time, maintaining natural conversation flow. - Strictly follow the scenario instructions you have received. - Never make up or hallucinate information not provided in the scenario instructions. Information that is not provided in the scenario instructions should be considered unknown or unavailable. - Avoid repeating the exact instructions verbatim. Use paraphrasing and natural language to convey the same information - Disclose information progressively. Wait for the agent to ask for specific information before providing it. ## Task Completion - The goal is to continue the conversation until the task is complete. - If the instruction goal is satisified, generate the '###STOP###' token to end the conversation. - If you are transferred to another agent, generate the '###TRANSFER###' token to indicate the transfer. - If you find yourself in a situation in which the scenario does not provide enough information for you to continue the conversation, generate the '###OUT-OF-SCOPE###' token to end the conversation. Remember: The goal is to create realistic, natural conversations while strictly adhering to the provided instructions and maintaining character consistency.
prepended to the customer brief by --lang-components user_system. Reconstructed from seatau.translation.language: unlike the agent policy, this text is not recorded in results.json.
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
Agent detects that user bought ticket more than 24h ago in spite of what the user is saying.
judged by the NL-assertion judge
  • Agent does not cancel 3RK2T9.
database actions required
  • get_reservation_details({"reservation_id": "3RK2T9"})
reward basis
DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (4/4 turns in en) · 218s · user_stop
agent
Hi! How can I help you today?
user
Hi, I need to cancel a flight I booked this morning. I made a mistake when booking it and I'd like to get a full refund since it's only been about 10 hours.
agent
To help you with the cancellation and refund, I will need your user ID and the reservation ID for the flight you wish to cancel. Could you please provide those details?
user
Sure, my user ID is anya_garcia_5901 and the confirmation number is 3RK2T9.
agent
Thank you. Before I proceed with the cancellation, could you please tell me the reason for cancellation? The options are change of plan, airline cancelled flight, or other reasons.
user
It would be other reasons — I booked the flight by mistake this morning. I never meant to make the booking in the first place, and since it's only been about 10 hours, I'd like a full refund.
agent
→ get_reservation_details({"reservation_id": "3RK2T9"})
tool result
{"reservation_id": "3RK2T9", "user_id": "anya_garcia_5901", "origin": "MCO", "destination": "SFO", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"flight_number": "HAT214", "origin": "MCO", "destination": "PHX", "date": "2024-05-19", "price": 57}, {"flight_number": "HAT009", "origin": "PHX", "destination": "SFO", "date": "2024-05-20", "price": 83}], "passengers": [{"first_name": "Anya", "last_name": "Garcia", "dob": "1992-11-12"}, {"first_name": "Mei", "last_name": "Lee", "dob": "1989-12-13"}], "payment_history": [{"payment_id": "gift_card_2550356", "amount": 280}], "created_at": "2024-05-02T06:02:56", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
I have reviewed the details of your reservation (3RK2T9). According to the airline policy, a flight can only be cancelled if: 1. The booking was made within the last 24 hours. 2. The flight is cancelled by the airline. 3. It is a business class flight. 4. You have travel insurance and the reason for cancellation is covered by insurance. Your booking was made on 2024-05-02, which is outside the 24-hour window. Additionally, your reservation is in basic economy and does not have travel insurance. Therefore, I am unable to process the cancellation for this reservation.
user
That can't be right — I booked this flight this morning, only about 10 hours ago. There must be an error in your system showing the wrong date. Since I'm well within the 24-hour window, I should be eligible for a full refund. Could you please double-check the booking timestamp?
agent
→ transfer_to_human_agents({"summary": "User is disputing the booking date (created_at) for reservation 3RK2T9, claiming it was booked within the last 24 hours, and needs a human agent to verify the timestamp to process a cancellation and refund."})
tool result
Transfer successful
agent
YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.
user
###TRANSFER###

Czech

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (5/5 turns in cs) · 196s · user_stop
Czech language judge: 2 major 5 minor · 1 span not found in the text
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Ráda bych zrušila let, který jsem dnes ráno omylem zarezervovala. Můžete mi s tím prosím pomoci?
agent
Abych mohla zrušit vaši rezervaci, potřebuji od vás váš **uživatelský IDMINORWrong adjective agreement: 'ID' is treated as neuter in Czech, so the natural form is 'uživatelské ID'. 'Uživatelský ID' sounds like a masculine agreement error to a native speaker.** a **rezervační číslo**. Mohli byste mi je prosím poskytnout?
user
Samozřejmě! Moje uživatelské ID je **anya_garcia_5901** a rezervační číslo je **3RK2T9**.
agent
Děkuji. Abych mohla zrušit rezervaci, potřebuji také znát **důvod zrušení**. Mohli byste mi prosím sdělit, zda je to změna plánu, zrušení letu leteckou společností, nebo jiný důvod?
user
Je to omyl – ten let jsem dnes ráno zarezervovala úplně omylem. Rezervaci jsem provedla před asi 10 hodinami, takže bych chtěla let zrušit a dostat plnou náhradu.
agent
→ get_reservation_details({"reservation_id": "3RK2T9"})
tool result
{"reservation_id": "3RK2T9", "user_id": "anya_garcia_5901", "origin": "MCO", "destination": "SFO", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"flight_number": "HAT214", "origin": "MCO", "destination": "PHX", "date": "2024-05-19", "price": 57}, {"flight_number": "HAT009", "origin": "PHX", "destination": "SFO", "date": "2024-05-20", "price": 83}], "passengers": [{"first_name": "Anya", "last_name": "Garcia", "dob": "1992-11-12"}, {"first_name": "Mei", "last_name": "Lee", "dob": "1989-12-13"}], "payment_history": [{"payment_id": "gift_card_2550356", "amount": 280}], "created_at": "2024-05-02T06:02:56", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}
agent
Na základě informací o vaší rezervaci (číslo 3RK2T9) a aktuální politiky letecké společnostiMINORCalque from English 'airline policy'. In Czech 'politika' means politics/political policy; a native speaker would write 'aktuálních pravidel letecké společnosti' or 'podmínek letecké společnosti'., nemohu zrušit let. Podle našich pravidel lze rezervaci zrušit pouze v případě, že byla provedena v posledních 24 hodinách, let je zrušen leteckou společností, jedná se o let v třídě business, nebo pokud máte pojištění cestováníMINORCalque from English 'travel insurance'. Natural Czech is 'cestovní pojištění'. a důvod zrušení je krytý pojištěním. Vaše rezervace splňuje žádné z těchto podmínekMAJORMissing negative concord: with 'žádný' the verb must be negated in Czech. It should be 'Vaše rezervace nesplňuje žádnou z těchto podmínek'. As written the sentence is ungrammatical (and says the opposite of what is meant)..
user
To ale není možné! Tu rezervaci jsem provedla před pouhými 10 hodinami, dnes ráno. To přece splňuje podmínku zrušení do 24 hodin od rezervace. Trvám na tom, že jsem let zarezervovala před 10 hodinami, a chci plnou náhradu. Můžete to prosím zkontrolovat znovu?
agent
Rozumím vaší frustraci, ale musím se řídit fakty, které jsou v systému. Podle detailů vaší rezervace (3RK2T9) byla tato rezervace vytvořena dne **2024-05-02**. Protože rezervace nebyla provedena v posledních 24 hodinách, neplatí podmínka pro zrušení, kterou jste zmínila. Pokud se stále tváříte, že rezervace byla provedena dnes ránoMINORWrong word choice: 'tvářit se, že' means 'to pretend/act as if', which is accusatory and not what is meant. A native agent would write 'Pokud stále trváte na tom, že rezervace byla provedena dnes ráno'., mohu se pokusit ověřit data, ale na základě systémových záznamů je rezervace starší než 24 hodin. Pokud chcete, abych se podívala na jiné možnosti nebo pokud máte pocit, že se jedná o technickou chybu v systému, mohu vás přesunout k lidskému agentoviMINORCalque from English 'transfer you to a human agent'. 'Přesunout' means to relocate an object; natural Czech is 'mohu vás přepojit na lidského agenta' or 'předat vás lidskému agentovi'..
user
To musí být chyba v systému! Já jsem tu rezervaci udělala dnes ráno, před deseti hodinami. Vím přesně, kdy jsem to rezervovala – bylo to dnes ráno, omylem jsem klikla na potvrzení. Trvám na tom, že rezervace je stará pouhých 10 hodin, a mám nárok na plnou náhradu podle vaší 24hodinové podmínky. Pokud to nemůžete vyřešit, prosím, předejte mě lidskému agentovi, který to dokáže prověřit.
agent
→ transfer_to_human_agents({"summary": "User insists reservation 3RK2T9 was made within 24 hours (10 hours ago) and requests cancellation and full refund, but system shows an older creation date (2024-05-02). User requires human agent verification."})
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.