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

English vs Czech · task 34

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tasks in both (trial 1): 0 1 10 100 101 102 103 104 105 106 107 108 109 11 110 111 112 113 12 13 14 15 16 17 18 19 2 20 21 22 23 24 25 26 27 28 29 3 30 31 32 33 34 35 36 37 38 39 4 40 41 42 43 44 45 46 47 48 49 5 50 51 52 53 54 55 56 57 58 59 6 60 61 62 63 64 65 66 67 68 69 7 70 71 72 73 74 75 76 77 78 79 8 80 81 82 83 84 85 86 87 88 89 9 90 91 92 93 94 95 96 97 98 99
Customer briefuser simulator only
reason for call
You had a work-from-home situation and ordered three home office items along with some hiking items, so that you can go back to your parent's place at Seattle to remote work and enjoy outdoor life. But your company just announced that you will be back to the office soon. If cancelling partial items is possible with the agent, you want to return the office items (your forgot what) and keep the hiking items. You want to know the total amount you will get back, and you want to get the refund on your original payment method. If cancelling partial items is not possible, just change the address to your NYC place and you will return the items later.
known to the user
You are an interesting guy called Noah Patel, living in the Big Apple in 10108.
deliberately unknown
You don't have an email
how to behave
You are a funny guy but recently the WFH situation made you a bit anxious.
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
# Retail agent policy As a retail agent, you can help users: - **cancel or modify pending orders** - **return or exchange delivered orders** - **modify their default user address** - **provide information about their own profile, orders, and related products** At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id. Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id. You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user. Before taking any action that updates the database (cancel, modify, return, exchange), you must list the action details and obtain explicit user confirmation (yes) to proceed. You should not make up any information or knowledge or procedures not provided by the user or the tools, or give subjective recommendations or comments. You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. 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 - All times in the database are EST and 24 hour based. For example "02:30:00" means 2:30 AM EST. ### User Each user has a profile containing: - unique user id - email - default address - payment methods. There are three types of payment methods: **gift card**, **paypal account**, **credit card**. ### Product Our retail store has 50 types of products. For each **type of product**, there are **variant items** of different **options**. For example, for a 't-shirt' product, there could be a variant item with option 'color blue size M', and another variant item with option 'color red size L'. Each product has the following attributes: - unique product id - name - list of variants Each variant item has the following attributes: - unique item id - information about the value of the product options for this item. - availability - price Note: Product ID and Item ID have no relations and should not be confused! ### Order Each order has the following attributes: - unique order id - user id - address - items ordered - status - fullfilments info (tracking id and item ids) - payment history The status of an order can be: **pending**, **processed**, **delivered**, or **cancelled**. Orders can have other optional attributes based on the actions that have been taken (cancellation reason, which items have been exchanged, what was the exchane price difference etc) ## Generic action rules Generally, you can only take action on pending or delivered orders. Exchange or modify order tools can only be called once per order. Be sure that all items to be changed are collected into a list before making the tool call!!! ## Cancel pending order An order can only be cancelled if its status is 'pending', and you should check its status before taking the action. The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation. Other reasons are not acceptable. After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days. ## Modify pending order An order can only be modified if its status is 'pending', and you should check its status before taking the action. For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else. ### Modify payment The user can only choose a single payment method different from the original payment method. If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount. After user confirmation, the order status will be kept as 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise it will be refunded within 5 to 7 business days. ### Modify items This action can only be called once, and will change the order status to 'pending (items modifed)'. The agent will not be able to modify or cancel the order anymore. So you must confirm all the details are correct and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all the items they want to modify. For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe. The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference. ## Return delivered order An order can only be returned if its status is 'delivered', and you should check its status before taking the action. The user needs to confirm the order id and the list of items to be returned. The user needs to provide a payment method to receive the refund. The refund must either go to the original payment method, or an existing gift card. After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items. ## Exchange delivered order An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged. For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe. The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference. After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.
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
database actions required
  • find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Patel", "zip": "10108"})
  • get_user_details({"user_id": "noah_patel_6952"})
  • get_order_details({"order_id": "#W6111398"})
  • get_order_details({"order_id": "#W7043598"})
  • get_order_details({"order_id": "#W1845024"})
  • modify_pending_order_address({"order_id": "#W1845024", "address1": "224 Elm Street", "address2": "Suite 491", "city": "New York", "country": "USA", "state": "NY", "zip": "10108"})
reward basis
DB

English

reward 1.00 · DB 1.00 · language 1.00 (6/6 turns in en) · 201s · user_stop
agent
Hi! How can I help you today?
user
Hey there! So, funny story — well, funny-tragic, really. I went on a bit of a shopping spree because I thought I'd be working from home forever, living my best life at my parents' place in Seattle, hiking on weekends, the whole dream. Then my company just announced we're all marching back to the office. Plot twist of the century. 😅 Anyway, I'm hoping you can help me cancel *part* of my order — is that even a thing you can do?
agent
I understand you're looking to cancel part of your order. I can certainly look into that for you! Before I can assist with any order changes, I need to authenticate your identity. Could you please provide me with your email address, or your full name and zip code?
user
Ah, the classic "prove you are you" dance! I don't have an email on file with you folks — I know, I know, living in the stone age over here. But I can give you my name and zip code! It's **Noah Patel**, and my zip is **10108** — that's New York City, the Big Apple, where I'm apparently stuck working now instead of frolicking in the Pacific Northwest. 🍎
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Patel", "zip": "10108"})
tool result
noah_patel_6952
agent
→ get_user_details({"user_id": "noah_patel_6952"})
tool result
{"user_id": "noah_patel_6952", "name": {"first_name": "Noah", "last_name": "Patel"}, "address": {"address1": "224 Elm Street", "address2": "Suite 491", "city": "New York", "country": "USA", "state": "NY", "zip": "10108"}, "email": "noah.patel1792@example.com", "payment_methods": {"paypal_3169710": {"source": "paypal", "id": "paypal_3169710"}}, "orders": ["#W1845024", "#W7043598", "#W6111398"]}
agent
Thank you, Noah. I have successfully located your profile. I see you have a few orders on file: `#W1845024`, `#W7043598`, and `#W6111398`. To proceed with your request, could you please tell me which order you would like to modify? Also, please note that our policy for cancellation is for the entire order. If you are looking to remove only specific items, please let me know the order ID and the items you wish to remove, and I will check if that is possible.
user
Okay, so here's where it gets a little embarrassing — I've got three orders and honestly, I've lost track of which is which. Online shopping at 2 AM will do that to you. 😅 The one I'm after has a mix of stuff: some **home office items** — three of them, I think? — plus some **hiking gear**. Could you peek at those orders and tell me which one that is? And full disclosure: I genuinely forgot what the office items even were. That's how impulse-buy-y this whole WFH panic purchase was. Once we find it, I'd love to ditch just the office stuff and keep the hiking gear — if that's possible. The mountains are still calling even if my home office dream is dead. 🏔️
agent
→ get_order_details({"order_id": "#W1845024"})
tool result
{"order_id": "#W1845024", "user_id": "noah_patel_6952", "address": {"address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98195"}, "items": [{"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1340995114", "price": 235.13, "options": {"switch type": "tactile", "backlight": "none", "size": "full size"}}, {"name": "Cycling Helmet", "product_id": "7765186836", "item_id": "3358616356", "price": 197.33, "options": {"size": "S", "color": "red", "ventilation": "low"}}, {"name": "Headphones", "product_id": "6992792935", "item_id": "7493556126", "price": 346.97, "options": {"type": "over-ear", "connectivity": "wireless", "color": "black"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "8323284863", "price": 511.24, "options": {"material": "fabric", "color": "blue", "armrest": "adjustable", "backrest height": "standard"}}, {"name": "Hiking Boots", "product_id": "7363354090", "item_id": "8277474082", "price": 236.57, "options": {"size": "12", "material": "leather", "waterproof": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1527.24, "payment_method_id": "paypal_3169710"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
Thank you for your patience. I have pulled up the details for order **#W1845024**. This order contains a mix of items, including: * **Office Items:** Mechanical Keyboard, Headphones, and Office Chair. * **Hiking Gear:** Cycling Helmet and Hiking Boots. I understand you want to keep the hiking gear and remove the office items. I need to let you know about a limitation in our system: for a pending order, I can only *modify* an item to a different available item of the same product type (for example, changing a blue shirt to a red shirt), but I do not have the capability to remove specific items from an order. Given this, we have two options: 1. **Cancel the entire order** (`#W1845024`). 2. **Modify the items** to replace the office items with other available items of the same product type (if you wish to keep the order). Would you like me to proceed with cancelling the entire order, or would you like to explore modifying the items?
user
Ah, so it's all-or-nothing, huh? Bummer. Well, if I cancel the whole thing, I lose my hiking boots and helmet too, and honestly those are the only things keeping me sane right now. 😄 So let's go with plan B: **keep the order as is**, but I'll need to **change the shipping address to my place in NYC** — since I won't be at my parents' place in Seattle after all. I'll just return the office items later once they arrive. Can you update the delivery address to my New York address, zip **10108**?
agent
I can certainly update the shipping address for order **#W1845024** to your New York address. The current address is in Seattle, WA. I propose changing it to: **224 Elm Street, Suite 491, New York, NY, USA, 10108.** Please confirm if you would like me to proceed with this address modification.
user
Yes, that's the one — **224 Elm Street, Suite 491, New York, NY 10108**. Home sweet home, and apparently my office now too. 🏙️ Go ahead and make the change!
agent
→ modify_pending_order_address({"address1": "224 Elm Street", "address2": "Suite 491", "city": "New York", "country": "USA", "order_id": "#W1845024", "state": "NY", "zip": "10108"})
tool result
{"order_id": "#W1845024", "user_id": "noah_patel_6952", "address": {"address1": "224 Elm Street", "address2": "Suite 491", "city": "New York", "country": "USA", "state": "NY", "zip": "10108"}, "items": [{"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1340995114", "price": 235.13, "options": {"switch type": "tactile", "backlight": "none", "size": "full size"}}, {"name": "Cycling Helmet", "product_id": "7765186836", "item_id": "3358616356", "price": 197.33, "options": {"size": "S", "color": "red", "ventilation": "low"}}, {"name": "Headphones", "product_id": "6992792935", "item_id": "7493556126", "price": 346.97, "options": {"type": "over-ear", "connectivity": "wireless", "color": "black"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "8323284863", "price": 511.24, "options": {"material": "fabric", "color": "blue", "armrest": "adjustable", "backrest height": "standard"}}, {"name": "Hiking Boots", "product_id": "7363354090", "item_id": "8277474082", "price": 236.57, "options": {"size": "12", "material": "leather", "waterproof": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1527.24, "payment_method_id": "paypal_3169710"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
The shipping address for order **#W1845024** has been successfully updated to: **224 Elm Street, Suite 491, New York, NY, USA, 10108**. Is there anything else I can assist you with regarding this order or any other matter today?
user
That should do it! The office stuff will come to NYC, I'll return it later, and my hiking boots and helmet will be here to keep me company while I mourn my Seattle dreams. 🥾 Thanks a bunch for your help — you've made this whole back-to-office heartbreak a little easier to bear. Have a great one! ###STOP###

Czech

reward 0.00 · DB 0.00 · language 1.00 (5/5 turns in cs) · 178s · user_stop
Czech language judge: 1 major 2 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! No, jak vám to říct... Mám takový malý příběh. Objednal jsem si u vás pár věcí na home office – víte, psací stůl, židle, takové ty věci – plus nějaké outdoorové vybavení na turistiku. Plán byl jasný: odjet k rodičům do Seattlu, pracovat z jejich gauče a o víkendech šlapat po horách. Idylka! Ale pak moje firma oznámila, že se vracíme do kanceláře. Takže teď mám v objednávce věci, které už nepotřebuju, a trochu paniky navíc. Dá se s tím něco udělat?
agent
Rozumím. Je mi líto, že se vaše plány změnily. Mohu vám pomoci s objednávkou, ale nejprve musím ověřit vaši identitu. Můžete mi prosím sdělit svůj e-mail, nebo jméno, příjmení a poštovní směrovací číslo, abych mohl najít váš účet?
user
E-mail bohužel nemám – vím, vím, v dnešní době je to skoro jako nemít kalhoty, ale je to tak. Ale jmenuju se Noah Patel a bydlím v New Yorku, PSČ 10108. To by snad stačilo, ne?
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Patel", "zip": "10108"})
tool result
noah_patel_6952
agent
Děkuji, Noah. Vaše identita byla úspěšně ověřena. Abych mohl zjistit, co s vaší objednávkou můžeme udělat, potřebuji znát číslo objednávky. Můžete mi ho prosím sdělit? Pokud ho neznáte, mohu vám zobrazit seznam vašich objednávek.
user
Číslo objednávky bohužel nevím – jsem ten typ člověka, co si potvrzovací e-maily nejdřív radostně přečte a pak je okamžitě ztratí v chaosu. Mohl byste mi prosím ukázat moje objednávky? Ta s kancelářskými a turistickými věcmi by tam měla být.
agent
→ get_user_details({"user_id": "noah_patel_6952"})
tool result
{"user_id": "noah_patel_6952", "name": {"first_name": "Noah", "last_name": "Patel"}, "address": {"address1": "224 Elm Street", "address2": "Suite 491", "city": "New York", "country": "USA", "state": "NY", "zip": "10108"}, "email": "noah.patel1792@example.com", "payment_methods": {"paypal_3169710": {"source": "paypal", "id": "paypal_3169710"}}, "orders": ["#W1845024", "#W7043598", "#W6111398"]}
agent
Mám zde seznam vašich objednávek: * #W1845024 * #W7043598 * #W6111398 Která z těchto objednávek obsahuje kancelářské a turistické vybavení, které chcete zrušit? Jakmile mi sdělíte číslo objednávky, mohu zkontrolovat její stav a pomoci vám dál.
user
Hmm, upřímně? Nemám tušení, která z nich to je. Objednávám u vás dost často – možná až moc často, jak mi říká máma. Nemohl byste se prosím podívat, která z nich obsahuje ty kancelářské věci a turistické vybavení? Poznáte to podle toho, že tam bude něco na home office a něco na hory dohromady.
agent
→ get_order_details({"order_id": "#W1845024"})
tool result
{"order_id": "#W1845024", "user_id": "noah_patel_6952", "address": {"address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98195"}, "items": [{"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1340995114", "price": 235.13, "options": {"switch type": "tactile", "backlight": "none", "size": "full size"}}, {"name": "Cycling Helmet", "product_id": "7765186836", "item_id": "3358616356", "price": 197.33, "options": {"size": "S", "color": "red", "ventilation": "low"}}, {"name": "Headphones", "product_id": "6992792935", "item_id": "7493556126", "price": 346.97, "options": {"type": "over-ear", "connectivity": "wireless", "color": "black"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "8323284863", "price": 511.24, "options": {"material": "fabric", "color": "blue", "armrest": "adjustable", "backrest height": "standard"}}, {"name": "Hiking Boots", "product_id": "7363354090", "item_id": "8277474082", "price": 236.57, "options": {"size": "12", "material": "leather", "waterproof": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1527.24, "payment_method_id": "paypal_3169710"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
Na základě detailů objednávky #W1845024 se zdá, že se jedná o tu objednávku, která obsahuje jak kancelářské vybavení (např. mechanická klávesnice, kancelářská židle, sluchátka), tak i outdoorové vybavení (např. turistické boty, cyklistická přilba). Objednávka #W1845024 je aktuálně v stavuMAJORWrong form of the preposition: before the consonant cluster 'st-' Czech requires 've', not 'v'. Correct: 'je aktuálně ve stavu'. **pending** (předběžná)MINOR'Předběžná' means 'preliminary/tentative' and is an unnatural gloss for the order status 'pending'. A native would say 'čekající', 'nevyřízená' or 'čeká na vyřízení'., takže ji můžeme zrušit. Pro zrušení potřebuji od vás explicitní potvrzení a důvod. Mohl byste mi prosím potvrdit číslo objednávky (#W1845024) a sdělit, zda je to proto, že je vám toMINORThe construction 'že je vám to' is an unidiomatic calque of English 'that it is ... to you'. A native speaker would write e.g. 'zda je to proto, že zboží už nepotřebujete, nebo že jste je objednal omylem'. **"no longer needed"** (už nepotřebujete) nebo **"ordered by mistake"** (objednal jste to omylem)?
user
Ano, to je ona! Objednávka #W1845024. Ale počkat – můžete zrušit jen část objednávky? Já bych rád zrušil jen ty kancelářské věci – tu klávesnici, židli a sluchátka – a ty turistické věci si nechal. Boty a přilba se hodí i v New Yorku, víte? Aspoň budu vypadat jako někdo, kdo chodí do přírody, i když nejblíž přírodě je Central Park. A pokud to jde, kolik bych dostal zpátky? A šlo by to vrátit na původní platební metodu?
agent
→ transfer_to_human_agents({"summary": "User wants to partially cancel order #W1845024, specifically the mechanical keyboard, office chair, and headphones, while keeping the hiking boots and cycling helmet. The user also asked about the refund amount and method."})
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.