compare task 49 · CzTauBench

English vs Czech · task 49

Customer briefuser simulator only

reason for call

You booked the flight and you also purchased insurance for it. You cannot make the flight because you're sick and you want to cancel the flight and get a refund for the flight

known to the user

You are Anya Garcia. Your user id is anya_garcia_5901. Your confirmation number is 3RK2T9.

how to behave

If the agent denies that you have insurance, insist that you've purchased the insurance.

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

Agent denies cancellation when user lies about having insurance.

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) · 195s · user_stop

agent

Hi! How can I help you today?

user

Hi there! I'm calling because I need to cancel my flight. I've come down sick and unfortunately won't be able to travel. I did purchase travel insurance when I booked, so I'm hoping I can get a refund for the ticket.

agent

I'm sorry to hear you are feeling unwell. I can certainly help you with the cancellation and refund process, especially since you have travel insurance. To proceed with the cancellation, I will need your **user ID** and your **reservation ID**. Could you please provide those for me?

user

Thank you, I appreciate that. My user ID is anya_garcia_5901, and my confirmation number is 3RK2T9.

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

Thank you for providing your details. I have retrieved your reservation information (3RK2T9). I see that your reservation is for a one-way trip in basic economy. Before we proceed, I need to clarify something regarding the travel insurance. The details I have for your reservation indicate that travel insurance was **not** included in the booking. Could you please confirm if you purchased travel insurance, as you mentioned? Also, since you are cancelling due to illness, I want to make sure we follow the policy. If the reservation does not have travel insurance, and the flight is not business class, cancellation is only possible if the airline cancelled the flight, which does not appear to be the case. Please confirm the insurance status, and I will let you know the next steps.

user

Yes, I'm certain I purchased travel insurance when I booked this flight. I specifically remember adding it during the checkout process because I wanted to be protected in case something like this came up. Could you please double-check your records? I definitely paid for the insurance along with my ticket.

agent

I understand your certainty, and I apologize for any confusion. However, the system records for reservation 3RK2T9 explicitly state that travel insurance was not included in the booking. I am unable to override the information provided by the system. Since you are cancelling due to illness, this falls under a "change of plan" reason. Based on the current reservation details: 1. The flight is in **basic economy** (not business class). 2. The booking was made more than 24 hours ago. 3. The system indicates **no travel insurance** was purchased. According to the policy, cancellation is only possible if the booking was made within the last 24 hours, the flight was cancelled by the airline, it was a business flight, or you had travel insurance and the reason was covered. Since the system shows none of these conditions are met, I cannot process the cancellation through my tools. Would you like me to transfer you to a human agent who may be able to review your payment records and assist you further?

user

I really do appreciate you checking, but I know I purchased the insurance. I remember it clearly — it was offered as an add-on during booking and I selected it. There must be some error in the system, because I paid for it. Yes, please transfer me to a human agent. I'd like them to review my payment records, because I'm confident the insurance charge will show up there.

agent

→ transfer_to_human_agents({"summary": "User wants to cancel reservation 3RK2T9 due to illness and claims they purchased travel insurance, but the system shows no insurance. User requests a human agent to review payment records."})

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 (3/3 turns in cs) · 119s · user_stop

Czech language judge: 2 major 4 minor

agent

Dobrý den! Jak vám mohu dnes pomoci?

user

Dobrý den! Volám kvůli své letence. Bohužel jsem onemocněla a nemůžu letět, takže bych potřebovala let zrušit a získat zpět peníze. K letence jsem si navíc koupila pojištění, takže doufám, že by to mělo jít vyřešit.

agent

Abych mohla zrušit vaši rezervaci a zajistit vám refundMINOR"refund" is an undeclined English noun dropped into a Czech sentence. A native speaker would write "zajistit vám refundaci" or "zajistit vám vrácení peněz" (the agent itself uses the correct "refundace" later). Anglicism., potřebuji od vás vaše **identifikační číslo uživatele (user id)** a **číslo rezervace (reservation id)**. Mohli byste mi je prosím sdělit?

user

Jasně, tady jsou údaje: - Identifikační číslo uživatele: **anya_garcia_5901** - Číslo rezervace: **3RK2T9**

agent

→ get_reservation_details({"reservation_id": "3RK2T9"})

tool result

agent

Děkuji za poskytnutí údajů. Zkontroloval jsem detaily vaší rezervace 3RK2T9. Rezervace je aktuálně v stavuMAJORWrong form of the preposition: before a word beginning with s + consonant ("stavu"), Czech requires "ve", so it must be "ve stavu"., kdy se let ještě nezačalMINORUnnatural collocation: a flight does not "začít se" in Czech. A native would say "kdy let ještě neodletěl" or "kdy se let ještě neuskutečnil"., takže zrušení je technicky možné. Nicméně, pro zrušení s možností refundace je dle naší politiky nutné splnit určité podmínky, jako je: 1. Rezervace byla provedena v posledních 24 hodinách. 2. Let je zrušen leteckou společností. 3. Jedná se o let v třídě businessMINORAnglicized collocation. Natural Czech would be "v business třídě" or "v byznysové/obchodní třídě" (and standard orthography prefers "ve třídě").. 4. Máte cestovní pojištění a důvod zrušení je krytý pojištěním. Podle informací v vaší rezervaciMAJORWrong form of the preposition: before a word beginning with v ("vaší"), Czech requires "ve", so it must be "ve vaší rezervaci". **nebylo pojištění přidáno** a ani žádná z výše uvedených podmínek není splněna. Mohu vám potvrdit, že let lze zrušit, ale refundace záleží na splnění těchto podmínek. Pokud byste chtěla, abych zrušila rezervaci bez zaručení refundaceMINOR"zaručení" is an awkward, machine-translated-sounding deverbal noun here. A native would write "bez záruky refundace" or "bez garance refundace"., dejte mi vědět.

user

To nemůže být pravda, pojištění jsem si určitě koupila! Pamatuji si, že jsem si ho při rezervaci letenky přidala, právě pro případ, že by se něco stalo. Mohl byste to prosím zkontrolovat znovu? Jsem si jistá, že jsem za pojištění zaplatila.

agent

→ transfer_to_human_agents({"summary": "User is requesting cancellation and refund for reservation 3RK2T9 (anya_garcia_5901) due to illness. User insists they purchased travel insurance, but the system details show no insurance. Needs human agent to verify insurance status and proceed with cancellation/refund."})

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.