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

English vs Czech · task 40

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Customer briefuser simulator only
reason for call
You want to know how much balance does your gift card have. Also, for your recent order, whether you used your visa, mastercard, or amex credit card. You also wonder if you can apply the gift card balance to the order. If not, you want to change your payment method to visa, because the other two cards have a lot of balance.
known to the user
You are Isabella Lopez, and your email address is isabella.lopez3271@example.com.
how to behave
You are a young college student under the pressure of final exams and student loans, so you are a bit anxious and want to get things done quickly.
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
judged by the NL-assertion judge
  • Agent should tell the user their gift card balance is $60.
  • Agent should tell the user their recent order was paid with a Mastercard.
database actions required
  • find_user_id_by_email({"email": "isabella.lopez3271@example.com"})
  • get_user_details({"user_id": "isabella_lopez_6490"})
  • get_order_details({"order_id": "#W4923227"})
  • modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "credit_card_8897086"})
must be communicated to the user
  • 60
  • mastercard
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (6/6 turns in en) · 180s · user_stop
judge assertions (2)
met
Agent should tell the user their gift card balance is $60.
The agent explicitly stated: 'Regarding your gift card, the balance on your gift card (gift_card_8245350) is **$60.00**.' This directly satisfies the expected outcome.
met
Agent should tell the user their recent order was paid with a Mastercard.
After retrieving the order details, the agent stated: 'Based on the order details for #W4923227, the payment was charged to your **Mastercard** (credit_card_8554680).' This directly satisfies the expected outcome.
agent
Hi! How can I help you today?
user
Hi! So I'm kind of in a rush — finals week is killing me — but I have a few things I need to sort out quickly. First, I need to check the balance on a gift card I have. Then, for a recent order I placed, I need to know which credit card got charged — like whether it was my Visa, Mastercard, or Amex. And depending on that, I'm hoping I can either apply the gift card balance to that order, or if that's not possible, switch the payment method to my Visa, since my other two cards are pretty maxed out right now. Can you help me with all that?
agent
I would be happy to help you with your requests, but first, I need to authenticate your identity as per our policy. Could you please provide me with your email address, or your full name and zip code so I can locate your user ID?
user
Sure, no problem! My email is isabella.lopez3271@example.com. And my name is Isabella Lopez if you need that too.
agent
→ find_user_id_by_email({"email": "isabella.lopez3271@example.com"})
tool result
isabella_lopez_6490
agent
→ get_user_details({"user_id": "isabella_lopez_6490"})
tool result
{"user_id": "isabella_lopez_6490", "name": {"first_name": "Isabella", "last_name": "Lopez"}, "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "email": "isabella.lopez3271@example.com", "payment_methods": {"credit_card_8897086": {"source": "credit_card", "id": "credit_card_8897086", "brand": "visa", "last_four": "8902"}, "gift_card_8245350": {"source": "gift_card", "id": "gift_card_8245350", "balance": 60.0}, "credit_card_8554680": {"source": "credit_card", "id": "credit_card_8554680", "brand": "mastercard", "last_four": "4336"}, "paypal_1621947": {"source": "paypal", "id": "paypal_1621947"}}, "orders": ["#W4923227"]}
agent
I have successfully located your profile, Isabella. Regarding your gift card, the balance on your gift card (`gift_card_8245350`) is **$60.00**. To check which credit card was charged for your recent order and to help you with the payment modification, I need to retrieve the order details for `#W4923227`.
→ get_order_details({"order_id": "#W4923227"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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
Based on the order details for `#W4923227`, the payment was charged to your **Mastercard** (`credit_card_8554680`). You mentioned wanting to either apply your gift card balance or switch to your Visa card. Since your order is currently **pending**, we can modify the payment method. 1. **Using the Gift Card:** Your gift card balance is $60.00. If you wish to change the payment method to the gift card, please be aware that the order total is $321.18. We can change the payment method to the gift card, but we would need to clarify how the remaining balance would be covered. 2. **Switching to Visa:** We can change the payment method to your Visa card (`credit_card_8897086`). Which option would you like to proceed with?
user
Oh okay, so it was my Mastercard — yeah, that one's pretty maxed out, so I definitely don't want the charge staying there. So the gift card has $60 but the order is $321.18... Could I do both? Like, apply the $60 from the gift card toward the order and then put the remaining balance on my Visa? That would be ideal for me. If splitting it like that isn't possible, then just switch the whole payment to my Visa, please.
agent
I understand you'd like to split the payment, but according to our policy, you can only choose a single payment method to modify the order. Since splitting the payment is not possible, I can proceed with your alternative request: switching the entire payment for order `#W4923227` to your Visa card (`credit_card_8897086`). Please confirm if you would like me to proceed with changing the payment method to the Visa card.
user
Ah, okay, that's a bummer but I get it. Yes, please go ahead and switch the whole payment to my Visa card. Thanks!
agent
→ modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "credit_card_8897086"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}, {"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8897086"}, {"transaction_type": "refund", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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 payment method for your order `#W4923227` has been successfully updated to your Visa card. The original Mastercard payment has been refunded. Is there anything else I can assist you with today?
user
Perfect, thank you so much! That's everything I needed — gift card balance checked, and the payment switched to my Visa. I really appreciate how quick that was. Have a great day! ###STOP###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (8/8 turns in cs) · 208s · user_stop
judge assertions (2)
met
Agent should tell the user their gift card balance is $60.
The agent explicitly stated 'Váš zůstatek na dárkové kartě (gift_card_8245350) je 60.0', which matches the gift card balance of 60.0 shown in the user profile data.
met
Agent should tell the user their recent order was paid with a Mastercard.
The agent stated 'Vaše poslední objednávka (#W4923227) byla placena kartou Mastercard.' This is accurate, as the order's payment history showed payment_method_id 'credit_card_8554680', which corresponds to the Mastercard in the user's payment methods.
Czech language judge: 2 major 3 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Jsem Isabella Lopez a potřebovala bych rychle zjistit pár věcí, jsem trochu ve stresu kvůli zkouškám, tak bych to chtěla vyřídit co nejrychleji. Zaprvé by mě zajímalo, kolik mám zůstatek na své dárkové kartě. Zadruhé bych chtěla vědět, jakou kartou jsem platila svou poslední objednávku – jestli to byla visa, mastercard nebo amex. A taky by mě zajímalo, jestli můžu na tu objednávku použít zůstatek z dárkové karty. Mohli byste mi s tím prosím pomoct?
agent
Rozumím, že jste ve stresu, a rád vám pomůžu co nejdříve. Pro zjištění vašich osobních údajů, zůstatku na dárkové kartě a informací o objednávce musím nejprve ověřit vaši identitu. Mohla byste mi prosím sdělit svůj poštovní směrovací čísloMAJORBroken agreement: 'číslo' is neuter, so the possessive must be neuter 'své' (or 'vaše'), not masculine 'svůj'. Correct: 'sdělit své poštovní směrovací číslo'. (zip code) nebo e-mailovou adresu?
user
Jasně, můj e-mail je isabella.lopez3271@example.com. Poštovní směrovací číslo teď bohužel z hlavy nevím, tak snad ten e-mail bude stačit.
agent
→ find_user_id_by_email({"email": "isabella.lopez3271@example.com"})
tool result
isabella_lopez_6490
agent
→ get_user_details({"user_id": "isabella_lopez_6490"})
tool result
{"user_id": "isabella_lopez_6490", "name": {"first_name": "Isabella", "last_name": "Lopez"}, "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "email": "isabella.lopez3271@example.com", "payment_methods": {"credit_card_8897086": {"source": "credit_card", "id": "credit_card_8897086", "brand": "visa", "last_four": "8902"}, "gift_card_8245350": {"source": "gift_card", "id": "gift_card_8245350", "balance": 60.0}, "credit_card_8554680": {"source": "credit_card", "id": "credit_card_8554680", "brand": "mastercard", "last_four": "4336"}, "paypal_1621947": {"source": "paypal", "id": "paypal_1621947"}}, "orders": ["#W4923227"]}
agent
Váš zůstatek na dárkové kartě (`gift_card_8245350`) je **60.0**. Abych vám mohla přesně odpovědět, jakou kartou byla placena vaše poslední objednávkaMINORAspect calque from English 'was paid': the imperfective passive 'byla placena' is unnatural for a single completed payment. A native would write 'jakou kartou byla zaplacena vaše poslední objednávka' (or 'byla hrazena'). a zda můžete použít zůstatek z dárkové karty, potřebuji zjistit detaily této objednávky.
→ get_order_details({"order_id": "#W4923227"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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
Vaše poslední objednávka (`#W4923227`) byla placena kartou **Mastercard**MINORSame aspect problem: 'byla placena kartou' reads like a literal translation of 'was paid by card'; natural Czech is 'byla zaplacena kartou Mastercard' (or 'byla hrazena kartou').. Co se týče použití zůstatku z dárkové karty (60.0), protože vaše objednávka je v aktuálním stavu **pending** (předběžná), je možné změnit platební prostředek. Pokud byste chtěla použít zůstatek z dárkové karty, mohu provést změnu platebního prostředku. Chcete, abych to pro vás udělala?
user
Ano, prosím! To by bylo skvělé. Jsem studentka a každá ušetřená koruna se hodí, zvlášť teď před zkouškami. Takže když můžete použít těch 60 z dárkové karty na tu objednávku, udělejte to prosím. Děkuju moc!
agent
Chápu, že ušetřené peníze jsou důležité. Chci potvrdit, že provedu změnu platebního prostředku pro vaši objednávku **#W4923227**. **Detail akce:** * **Objednávka:** #W4923227 * **Stávající platební prostředek:** Mastercard * **Nový platební prostředek:** Dárková karta (zůstatek 60.0) Tato změna je možná, protože objednávka je v stavu 'pending'MAJORWrong form of the preposition: before 'stavu' (s + consonant cluster) Czech orthography requires 've', not 'v'. Correct: 've stavu'.. Po potvrzení zůstane stav objednávky 'pending'. Potvrzujete, že mám změnit platební prostředek na dárkovou kartu? (Prosím, odpovězte jen "yes" pro potvrzení.)
user
yes
agent
→ modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "gift_card_8245350"})
tool result (error)
Error: Insufficient gift card balance to pay for the order
agent
Opakuji, že jsem se pokusila změnit platební prostředek na dárkovou kartu.MINORWrong word choice: 'Opakuji' ('I repeat/reiterate') does not fit, because the attempt is being reported here for the first time. A native would write e.g. 'Pokusila jsem se změnit platební prostředek na dárkovou kartu' or 'Jak jsem slíbila, pokusila jsem se...'. Bohužel, systém mi oznámil chybu: **"Error: Insufficient gift card balance to pay for the order"**. To znamená, že zůstatek na vaší dárkové kartě (60.0) není dostatečný k pokrytí celkové ceny objednávky (321.18). Můžeme zkusit změnit platební prostředek na jinou kartu, nebo byste chtěla, abych vám poskytla další informace o objednávce?
user
Aha, tak to je škoda, že ten zůstatek nestačí. V tom případě bych chtěla změnit platební metodu na moji kartu **visa**. Na mastercard a amex už mám dost velký zůstatek, tak bych radši použila visu. Šlo by to prosím zařídit?
agent
Rozumím. Chcete změnit platební prostředek pro objednávku **#W4923227** na vaši kartu **Visa**. **Detail akce:** * **Objednávka:** #W4923227 * **Stávající platební prostředek:** Mastercard * **Nový platební prostředek:** Visa (ID: `credit_card_8897086`) Potvrzujete, že mám změnit platební prostředek na kartu Visa? (Prosím, odpovězte jen "yes" pro potvrzení.)
user
yes
agent
→ modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "credit_card_8897086"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}, {"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8897086"}, {"transaction_type": "refund", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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
Změna platebního prostředku pro vaši objednávku **#W4923227** byla úspěšně provedena. Vaše objednávka je nyní placena kartou **Visa**. Stav objednávky zůstává **pending**. Pokud máte další dotazy ohledně vaší objednávky, profilu nebo produktů, dejte mi prosím vědět!
user
Perfektní, moc děkuju za rychlou pomoc! Takže teď je objednávka placená kartou Visa a vím, že na dárkové kartě mám 60. To je všechno, co jsem potřebovala vyřídit. Hezký den! ###STOP###
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.