compare task 5 · CzTauBench

English vs Czech · task 5

Customer briefuser simulator only

reason for call

You are contacting to complain about your delayed flight HAT045 from PHX to SEA.

known to the user

You are Mei Brown. Your user id is mei_brown_7075.

how to behave

Tell the agent that you're a valued Gold member and that you're very upset because you're going to miss an important meeting. You want to get the maximum compensation possible, Don't accept the first offer, be insistent. If after a few attempts you can't get a better offer, accept. You would like the compensation to go to your original payment method. You are willing to accept a voucher for future travel if that's not possible. Do not ask to be transferred. You do NOT want to cancel or modify your flight, the flight MUST stay as is.

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

A flight was delayed. Handle complaints from a user claiming to be a Gold member when she is actually a Regular member.

judged by the NL-assertion judge

Agent identifies that user is not a Gold member but a Regular member.
Agent does not offer any compensation as the user does not want to change or cancel the flight.

database actions required

get_user_details({"user_id": "mei_brown_7075"})

reward basis

DB, COMMUNICATE

English

reward 1.00 · DB 1.00 · COMMUNICATE 1.00 · language 1.00 (3/3 turns in en) · 363s · user_stop

agent

Hi! How can I help you today?

user

Hi, I'm calling about my flight HAT045 from Phoenix to Seattle that's been delayed. I'm honestly very upset about this — I'm a Gold member with your airline and I fly with you all the time, and now because of this delay I'm going to miss an important meeting in Seattle. This is really unacceptable.

agent

I understand your frustration regarding the delay of flight HAT045. I apologize for the inconvenience this is causing, especially with your important meeting. To look up your reservation and confirm the details, could you please provide your reservation ID or the date of the flight?

user

I don't have the reservation ID handy, but my name is Mei Brown and my user ID is mei_brown_7075. You should be able to find my booking with that — it's flight HAT045 from Phoenix to Seattle.

agent

→ get_user_details({"user_id": "mei_brown_7075"})

tool result

{"user_id": "mei_brown_7075", "name": {"first_name": "Mei", "last_name": "Brown"}, "address": {"address1": "853 Chestnut Street", "address2": "Suite 497", "city": "Washington", "country": "USA", "state": "DC", "zip": "20195"}, "email": "mei.brown7062@example.com", "dob": "1986-12-14", "payment_methods": {"certificate_6761175": {"source": "certificate", "id": "certificate_6761175", "amount": 250.0}, "gift_card_8987598": {"source": "gift_card", "id": "gift_card_8987598", "amount": 130.0}, "credit_card_4920843": {"source": "credit_card", "id": "credit_card_4920843", "brand": "visa", "last_four": "1663"}, "credit_card_1815425": {"source": "credit_card", "id": "credit_card_1815425", "brand": "mastercard", "last_four": "9812"}, "certificate_1585255": {"source": "certificate", "id": "certificate_1585255", "amount": 250.0}, "credit_card_5667188": {"source": "credit_card", "id": "credit_card_5667188", "brand": "visa", "last_four": "8764"}}, "saved_passengers": [{"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "membership": "regular", "reservations": ["DB1Y70", "MUGYUB", "3JA7XV", "CYPIDV"]}

agent

I see that your user ID is mei_brown_7075. I have checked your profile, and while you mentioned being a Gold member, your current membership level is **regular**. To look up the specific reservation for flight HAT045 and confirm the details of the delay, could you please provide the date of the flight?

user

That can't be right — I've been a Gold member for quite some time now. There must be some error in your system, and frankly that doesn't make me feel any better about how I'm being treated here. As for the date, I don't have the exact date in front of me right now, but it's flight HAT045 from Phoenix to Seattle. Surely you can pull it up with the flight number and my user ID?

agent

→ transfer_to_human_agents({"summary": "User is upset about a delayed flight (HAT045 from Phoenix to Seattle). The user claims to be a Gold member but the system shows regular. The agent needs the reservation ID or flight date to confirm the delay and discuss compensation."})

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 (6/6 turns in cs) · 225s · user_stop

Czech language judge: 2 major 6 minor · 1 span not found in the text

agent

Dobrý den! Jak vám mohu dnes pomoci?

user

Dobrý den. Volám kvůli svému zpožděnému letu HAT045 z PHX do SEA. Jsem z toho opravdu velmi rozrušená – kvůli tomu zpoždění přijdu o důležitou pracovní schůzku. Jsem vaše věrná zákaznice se statusem Gold a čekala bych, že se ke mně budete chovat odpovídajícím způsobem. Chci se domluvit na kompenzaci.

agent

Rozumím vaší frustraci z powodu zpoždění letuMAJOR"powodu" is not a Czech word (a garbled form). The correct phrase is "z důvodu zpoždění letu". a chápu, že je to pro vás velmi nepříjemné. Jako Gold členka máte právo na odpovídající péči.MINOR"Gold členka" uses English adjective-noun order and reads as a calque. A native speaker would write "Jako členka Gold" or "Jako členka věrnostního programu Gold". Abych mohla ověřit fakta a zkontrolovat možnosti kompenzace, potřebuji od vás číslo vaší rezervace a datum letu HAT045. Mohl byste mi je prosím poskytnout?

user

Číslo rezervace teď bohužel po ruce nemám, ale můžete mě najít podle mého uživatelského ID – to je mei_brown_7075. Jmenuji se Mei Brown. Přesné datum letu vám teď také neřeknu, ale určitě ho uvidíte v systému u mé rezervace. Prosím, podívejte se na to, ta situace je pro mě opravdu vážná.

agent

→ get_user_details({"user_id": "mei_brown_7075"})

tool result

agent

Děkuji za poskytnutí vašeho uživatelského ID. Najdu váš profil. Abych mohla ověřit stav letu HAT045 a zkontrolovat možnosti kompenzace, potřebuji od vás číslo vaší rezervace a přesné datum letu. Jakmile mi je poskytnete, zkontroluji stav letu a jaké možnosti kompenzace jsou pro vás dostupné.

user

Jak už jsem říkala, číslo rezervace ani přesné datum teď bohužel nemám k dispozici – jsem na cestách a nemám u sebe všechny dokumenty. Myslela jsem, že jako Gold člena mě v systému najdete podle uživatelského ID mei_brown_7075 a uvidíte tam všechny moje lety včetně toho zpožděného HAT045. Opravdu nemám čas na zbytečné průtahy. Kvůli vašemu zpoždění mi utíká důležitá schůzka a já chci řešit kompenzaci. Nemůžete ten let najít podle mého jména a ID?

agent

Rozumím vaší situaci a upřímně se omlouvám za nepohodlí, které vám způsobil náš zpožděný let. Zkusím to co nejrychleji vyřešit. Váš profil obsahuje několik rezervací. Zkontroluji je jednu po druhé, abych našla let HAT045 a zjistila jeho stav. Začínám s kontrolou vaší první rezervace.

→ get_reservation_details({"reservation_id": "DB1Y70"})

tool result

{"reservation_id": "DB1Y70", "user_id": "mei_brown_7075", "origin": "PHX", "destination": "CLT", "flight_type": "one_way", "cabin": "basic_economy", "flights": [{"flight_number": "HAT265", "origin": "PHX", "destination": "DTW", "date": "2024-05-21", "price": 84}, {"flight_number": "HAT053", "origin": "DTW", "destination": "CLT", "date": "2024-05-21", "price": 69}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}, {"first_name": "Evelyn", "last_name": "Anderson", "dob": "1999-07-28"}, {"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "payment_history": [{"payment_id": "credit_card_4920843", "amount": 459}], "created_at": "2024-05-03T16:28:04", "total_baggages": 0, "nonfree_baggages": 0, "insurance": "no", "status": null}

agent

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

tool result

{"reservation_id": "MUGYUB", "user_id": "mei_brown_7075", "origin": "MIA", "destination": "EWR", "flight_type": "round_trip", "cabin": "business", "flights": [{"flight_number": "HAT192", "origin": "MIA", "destination": "EWR", "date": "2024-05-23", "price": 1526}, {"flight_number": "HAT202", "origin": "EWR", "destination": "MIA", "date": "2024-05-25", "price": 1901}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}], "payment_history": [{"payment_id": "credit_card_4920843", "amount": 3427}], "created_at": "2024-05-07T12:02:09", "total_baggages": 1, "nonfree_baggages": 0, "insurance": "no", "status": null}

agent

Zkontroluji další rezervace.

→ get_reservation_details({"reservation_id": "3JA7XV"})

tool result

{"reservation_id": "3JA7XV", "user_id": "mei_brown_7075", "origin": "PHX", "destination": "BOS", "flight_type": "round_trip", "cabin": "business", "flights": [{"flight_number": "HAT045", "origin": "PHX", "destination": "SEA", "date": "2024-05-15", "price": 1973}, {"flight_number": "HAT194", "origin": "SEA", "destination": "BOS", "date": "2024-05-16", "price": 1309}, {"flight_number": "HAT182", "origin": "BOS", "destination": "MCO", "date": "2024-05-22", "price": 1970}, {"flight_number": "HAT153", "origin": "MCO", "destination": "PHX", "date": "2024-05-22", "price": 1971}], "passengers": [{"first_name": "Mei", "last_name": "Brown", "dob": "1986-12-14"}, {"first_name": "Fatima", "last_name": "Patel", "dob": "1951-07-20"}, {"first_name": "Mason", "last_name": "Garcia", "dob": "1991-10-23"}, {"first_name": "Yusuf", "last_name": "Silva", "dob": "1972-03-03"}], "payment_history": [{"payment_id": "gift_card_8987598", "amount": 28892}], "created_at": "2024-05-06T17:15:31", "total_baggages": 2, "nonfree_baggages": 0, "insurance": "no", "status": null}

agent

→ get_flight_status({"date": "2024-05-15", "flight_number": "HAT045"})

tool result

delayed

agent

Potvrzuji, že let HAT045 z PHX do SEA s datem 15. květnaMINOR"s datem" is a calque of English "with the date of". Natural Czech: "ze dne 15. května" (or "let ... dne 15. května"). je skutečně zpožděný. Jako Gold členka a vzhledem k tomuMINORAgain the calque "Gold členka" with English word order; naturally "Jako členka Gold"., že se jedná o zpoždění, mohu vám nabídnout kompenzaci. Rezervace 3JA7XV obsahuje 4 cestující.MINOR"obsahuje 4 cestující" is a calque of "contains 4 passengers". Natural Czech: "V rezervaci 3JA7XV jsou 4 cestující" or "Rezervace 3JA7XV je pro 4 cestující". Pokud byste chtěla tuto rezervaci **změnit** nebo **zrušit**, mohu vám nabídnout certifikát jako gestoMINOR"jako gesto" on its own is a truncated calque of "as a gesture". The idiomatic Czech phrase is "jako gesto dobré vůle"., ve výši 50 dolarů za každého cestujícího, což by znamenalo celkem **200 dolarů**. Chcete, abych pro vás zkusila změnit nebo zrušit rezervaci, abych mohla vám poslat tento certifikátMAJORClitic misplacement: the enclitic "vám" cannot follow the full verb "mohla"; it must occupy second position right after "abych". Correct: "abych vám mohla poslat tento certifikát".?

user

Ne, to rozhodně ne! Svůj let nechci měnit ani rušit – let HAT045 musí zůstat přesně tak, jak je. Potřebuji do Seattlu doletět, i když se zpožděním. A upřímně, 50 dolarů na osobu? To je podle mě naprosto nedostatečné. Jsem Gold členka, létám s vámi pravidelně, a kvůli vašemu zpoždění přicházím o důležitou obchodní schůzku, což pro mě může mít vážné finanční důsledky. Očekávala bych podstatně vyšší kompenzaci, a to bez jakýchkoli změn mé rezervace. Co pro mě můžete udělat?

agent

→ transfer_to_human_agents({"summary": "User (Gold member, mei_brown_7075) is requesting compensation for a delayed flight (HAT045) but refuses to change or cancel the reservation, which is outside the scope of the automated compensation policy."})

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.