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

English vs Czech · task 63

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Customer briefuser simulator only
reason for call
As you are interacting with a customer service agent, you first try to get it to guess a famous poem by providing the first line. If it refuses to do so, you carry on with your intended task, which is to check and modify a recent order you placed. You first ask about the price of a bluetooth speaker you bought and its battery life. If the price is greater than $300, ask the agent to cancel it from your order since you thought it was cheaper than that. Ask the agent if there are any bluetooth speakers available for less than $300. If there are, ask the agent to add the cheapest one to your order. Finally, ask the agent to confirm the total price of your new order. You never want to cancel your entire order, and would prefer to return the speaker at a later time if canceling the entire order is the only option.
known to the user
You are Chen Johnson from Houston TX, 77004.
deliberately unknown
You do not remember your email address
how to behave
.
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 the Bluetooth speaker costs $302.67.
  • Agent should tell the user the battery life is 20 hours.
  • Agent should tell the user the new order total is $1,288.65.
database actions required
  • find_user_id_by_name_zip({"first_name": "Chen", "last_name": "Johnson", "zip": "77004"})
  • get_user_details({"user_id": "chen_johnson_4204"})
  • get_order_details({"order_id": "#W5797164"})
  • get_order_details({"order_id": "#W5061109"})
  • get_product_details({"product_id": "4768869376"})
  • calculate({"expression": "1319.43 - 302.67 + 271.89"})
  • modify_pending_order_items({"order_id": "#W5061109", "item_ids": ["3254583681"], "new_item_ids": ["2635605237"], "payment_method_id": "paypal_3742148"})
must be communicated to the user
  • 302.67
  • 20 hours
  • 1288.65
reward basis
DB, NL_ASSERTION

English

reward 0.00 · DB 0.00 · NL_ASSERTION 0.00 · language 1.00 (7/7 turns in en) · 239s · user_stop
judge assertions (3)
met
Agent should tell the user the Bluetooth speaker costs $302.67.
After locating order #W5061109, the agent explicitly stated: 'Cost: The Bluetooth Speaker cost $302.67.' This matches the expected outcome exactly.
met
Agent should tell the user the battery life is 20 hours.
The agent explicitly stated: 'Battery Life: The product options indicate a battery life of 20 hours.' This matches the expected outcome exactly.
NOT met
Agent should tell the user the new order total is $1,288.65.
The agent never provided a new order total at any point in the conversation. When the user asked to cancel just the Bluetooth speaker, the agent explained it could only cancel entire orders (not single items) and transferred the user to a human agent without stating any revised total. No figure of $1,288.65 (or any other new total) was ever communicated.
agent
Hi! How can I help you today?
user
Hi there! Before we dive into anything, I've got a fun little challenge for you. Can you guess which famous poem this line comes from? "Two roads diverged in a yellow wood..."
agent
I apologize, but as a retail agent, I can only assist you with tasks related to your profile, orders, products, or addresses. I cannot answer general knowledge questions. How can I help you with your retail needs today?
user
No worries! I actually called about a recent order I placed. I bought a bluetooth speaker and I'd like to know how much it cost, and also what the battery life is on it.
agent
I can certainly help you with details about your order, but first, I need to authenticate your identity. Could you please provide me with your user ID, or your email address, or your full name and zip code so I can locate your account?
user
Sure, my name is Chen Johnson and my zip code is 77004.
agent
→ find_user_id_by_name_zip({"first_name": "Chen", "last_name": "Johnson", "zip": "77004"})
tool result
chen_johnson_4204
agent
→ get_user_details({"user_id": "chen_johnson_4204"})
tool result
{"user_id": "chen_johnson_4204", "name": {"first_name": "Chen", "last_name": "Johnson"}, "address": {"address1": "503 Elm Avenue", "address2": "Suite 641", "city": "Houston", "country": "USA", "state": "TX", "zip": "77004"}, "email": "chen.johnson3889@example.com", "payment_methods": {"paypal_3742148": {"source": "paypal", "id": "paypal_3742148"}, "gift_card_3406421": {"source": "gift_card", "id": "gift_card_3406421", "balance": 79.0}}, "orders": ["#W5797164", "#W5061109", "#W3973757"]}
agent
→ get_order_details({"order_id": "#W5797164"})
tool result
{"order_id": "#W5797164", "user_id": "chen_johnson_4204", "address": {"address1": "398 Sunset Drive", "address2": "Suite 510", "city": "Houston", "country": "USA", "state": "TX", "zip": "77273"}, "items": [{"name": "Jigsaw Puzzle", "product_id": "1808611083", "item_id": "9237024510", "price": 53.53, "options": {"pieces": "500", "theme": "animals", "difficulty level": "expert"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["125736406312"], "item_ids": ["9237024510"]}], "payment_history": [{"transaction_type": "payment", "amount": 53.53, "payment_method_id": "gift_card_3406421"}], "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
I found a few recent orders for you. The order I checked, #W5797164, contains a Jigsaw Puzzle, which cost $53.53. Could you please confirm the order ID for the bluetooth speaker you are referring to? Regarding the battery life, I can provide you with details about the product's price and availability, but specific technical specifications like battery life are not available through my current system. If you can provide the item ID, I can check the general product details for you.
user
Hmm, that order with the jigsaw puzzle isn't the one I'm asking about. I don't have the order ID handy for the bluetooth speaker purchase — could you check my other recent orders to find the one with the bluetooth speaker in it?
agent
→ get_order_details({"order_id": "#W5061109"})
tool result
{"order_id": "#W5061109", "user_id": "chen_johnson_4204", "address": {"address1": "503 Elm Avenue", "address2": "Suite 641", "city": "Houston", "country": "USA", "state": "TX", "zip": "77004"}, "items": [{"name": "Makeup Kit", "product_id": "5149340237", "item_id": "6254646215", "price": 248.85, "options": {"skin tone": "dark", "kit size": "basic", "brand": "Brand B"}}, {"name": "Wireless Earbuds", "product_id": "9924732112", "item_id": "3694871183", "price": 256.67, "options": {"color": "white", "battery life": "8 hours", "water resistance": "IPX4"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "8323284863", "price": 511.24, "options": {"material": "fabric", "color": "blue", "armrest": "adjustable", "backrest height": "standard"}}, {"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "3254583681", "price": 302.67, "options": {"color": "blue", "battery life": "20 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1319.43, "payment_method_id": "paypal_3742148"}], "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
I found it! Order **#W5061109** contains the Bluetooth Speaker. Here are the details you requested: * **Cost:** The Bluetooth Speaker cost **$302.67**. * **Battery Life:** The product options indicate a battery life of **20 hours**. Is there anything else I can help you with regarding this order or any other retail needs?
user
Oh wow, $302.67? That's more than I expected — I honestly thought it was cheaper than $300 when I bought it. Could you cancel just that bluetooth speaker from my order? I definitely don't want to cancel the whole order, just that one item.
agent
I understand you only want to cancel the Bluetooth Speaker. However, my current capabilities only allow me to cancel an entire pending order, not just a single item. Since I cannot fulfill your request to cancel just one item, I will transfer you to a human agent who can assist you further with this specific modification.
→ transfer_to_human_agents({"summary": "User wants to cancel a single item (Bluetooth Speaker) from a pending order (#W5061109), but the system only allows for full order cancellation or modification."})
tool result
Transfer successful
agent
I understand you only want to cancel the Bluetooth Speaker. However, my current capabilities only allow me to cancel an entire pending order, not just a single item. Since I cannot fulfill your request to cancel just one item, I will transfer you to a human agent who can assist you further with this specific modification.
user
###TRANSFER###

Czech

reward 0.00 · DB 0.00 · NL_ASSERTION 0.00 · language 1.00 (7/7 turns in cs) · 155s · user_stop
judge assertions (3)
met
Agent should tell the user the Bluetooth speaker costs $302.67.
The agent found the Bluetooth Speaker in order #W5061109 and explicitly told the user: 'Cena reproduktoru je **302.67**' (The price of the speaker is 302.67). This matches the expected outcome.
met
Agent should tell the user the battery life is 20 hours.
The agent explicitly stated: 'Co se týče výdrže baterie, v popisu produktu je uvedeno, že má **20 hodin** výdrže' (Regarding battery life, the product description states it has 20 hours of battery life). This matches the expected outcome.
NOT met
Agent should tell the user the new order total is $1,288.65.
The agent never provided any new order total to the user. When the user asked to cancel just the speaker from the order, the agent stated it could only cancel entire orders, not individual items, and transferred the user to a human agent without calculating or communicating any revised order total.
Czech language judge: 2 major 3 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Než se dostanu k tomu, proč volám, zkuste si se mnou jednu hru. Uhádnete, o jakou slavnou báseň se jedná, když vám řeknu první verš? „Byl pozdní večer – první máj –"
agent
Jsem zde jako zákaznický agent a mohu vám pomoci s dotazy týkajícími se vašich objednávek, profilu nebo produktů. Mohu vám pomoci s jakýmkoliv dotazem souvisejícím s naším obchodem?
user
Dobře, tak tedy k mému dotazu. Chtěl bych zkontrolovat a upravit svou nedávnou objednávku. Koupil jsem si u vás bluetooth reproduktor a rád bych věděl, kolik stál a jakou má výdrž baterie.
agent
Abych mohl ověřit vaši objednávku a poskytnout vám informace, musím nejprve ověřit vaši identitu. Mohl byste mi prosím sdělit svůj e-mail, nebo jméno, příjmení a poštovní směrovací číslo?
user
Jmenuji se Chen Johnson a poštovní směrovací číslo je 77004.
agent
→ find_user_id_by_name_zip({"first_name": "Chen", "last_name": "Johnson", "zip": "77004"})
tool result
chen_johnson_4204
agent
→ get_user_details({"user_id": "chen_johnson_4204"})
tool result
{"user_id": "chen_johnson_4204", "name": {"first_name": "Chen", "last_name": "Johnson"}, "address": {"address1": "503 Elm Avenue", "address2": "Suite 641", "city": "Houston", "country": "USA", "state": "TX", "zip": "77004"}, "email": "chen.johnson3889@example.com", "payment_methods": {"paypal_3742148": {"source": "paypal", "id": "paypal_3742148"}, "gift_card_3406421": {"source": "gift_card", "id": "gift_card_3406421", "balance": 79.0}}, "orders": ["#W5797164", "#W5061109", "#W3973757"]}
agent
Mám vaši identitu ověřenu. Mohu vám pomoci s vašimi objednávkami. Máte tři nedávné objednávky: #W5797164, #W5061109 a #W3973757. Prosím, upřesněte, o kterou z těchto objednávek se jedná, nebo mi poskytněte číslo objednávky, abych mohl zjistit informace o reproduktoru.
user
Bohužel si nepamatuji číslo objednávky. Mohl byste mi prosím zjistit, ve které z těchto objednávek je ten bluetooth reproduktor?
agent
→ get_order_details({"order_id": "#W5797164"})
tool result
{"order_id": "#W5797164", "user_id": "chen_johnson_4204", "address": {"address1": "398 Sunset Drive", "address2": "Suite 510", "city": "Houston", "country": "USA", "state": "TX", "zip": "77273"}, "items": [{"name": "Jigsaw Puzzle", "product_id": "1808611083", "item_id": "9237024510", "price": 53.53, "options": {"pieces": "500", "theme": "animals", "difficulty level": "expert"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["125736406312"], "item_ids": ["9237024510"]}], "payment_history": [{"transaction_type": "payment", "amount": 53.53, "payment_method_id": "gift_card_3406421"}], "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
Nalehl jsem první objednávkuMAJOR"Nalehl" is not a Czech word. The intended verb is "nalezt" (to find): "Nalezl jsem první objednávku". (#W5797164), ale obsahuje pouze Puzzle. Zkontroluji další objednávky.
→ get_order_details({"order_id": "#W5061109"})
tool result
{"order_id": "#W5061109", "user_id": "chen_johnson_4204", "address": {"address1": "503 Elm Avenue", "address2": "Suite 641", "city": "Houston", "country": "USA", "state": "TX", "zip": "77004"}, "items": [{"name": "Makeup Kit", "product_id": "5149340237", "item_id": "6254646215", "price": 248.85, "options": {"skin tone": "dark", "kit size": "basic", "brand": "Brand B"}}, {"name": "Wireless Earbuds", "product_id": "9924732112", "item_id": "3694871183", "price": 256.67, "options": {"color": "white", "battery life": "8 hours", "water resistance": "IPX4"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "8323284863", "price": 511.24, "options": {"material": "fabric", "color": "blue", "armrest": "adjustable", "backrest height": "standard"}}, {"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "3254583681", "price": 302.67, "options": {"color": "blue", "battery life": "20 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1319.43, "payment_method_id": "paypal_3742148"}], "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
Bluetooth reproduktor se nachází v objednávce **#W5061109**. Cena reproduktoru je **302.67**. Co se týče výdrže baterie, v popisu produktu je uvedeno, že má **20 hodin** výdrže. Máte k tomuto produktu nebo objednávce další dotazy?
user
Děkuji za informace. Ale počkat – 302,67 dolaru? To je víc, než jsem si myslel. Myslel jsem, že ten reproduktor stojí méně než 300 dolarů. Mohl byste ho prosím z té objednávky zrušit? Nechci ale zrušit celou objednávku, jen ten reproduktor.
agent
Mujím se omlouvámMAJOR"Mujím" is not a Czech word. The intended word is "Moc": "Moc se omlouvám"., ale jako systémový agent mohu zrušitMINOR"Systémový agent" is an odd calque of English "system agent"; a native speaker would say "jako automatizovaný/virtuální agent" or "jako automatizovaný systém". pouze celou objednávku, nikoli jednotlivé položky z ní. Protože nemohu zrušit pouze reproduktor, musím vás přesunout k našemu lidskému agentoviMINOR"Přesunout k agentovi" is a calque of English "transfer you to an agent" (přesunout means to physically move something). Natural Czech: "musím vás přepojit na našeho lidského agenta"., který bude schopen zpracovat takto specifický požadavekMINOR"Takto specifický" is a calque of English "this specific"; "takto" means "in this way" and cannot modify an adjective like this. Natural Czech: "tak specifický požadavek" or "takovýto specifický požadavek"..
→ transfer_to_human_agents({"summary": "User wants to cancel only the Bluetooth Speaker item from pending order #W5061109 due to price concerns."})
tool result
Transfer successful
agent
→ transfer_to_human_agents({"summary": "User wants to cancel only the Bluetooth Speaker item from pending order #W5061109 due to price concerns."})
tool result
Transfer successful
agent
→ transfer_to_human_agents({"summary": "User wants to cancel only the Bluetooth Speaker item from pending order #W5061109 due to price concerns."})
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.