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

English vs Czech · task 33

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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 keep the order and forget about it, but change your default user profile address to the Seattle parent house shown in your order (you do not want to reveal it in chat).
known to the user
You are an interesting guy called Noah Patel, living in the Big Apple in 10108.
deliberately unknown
You do not remember your email address
how to behave
You are a funny guy but recently the work from home situation has 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_user_address({"user_id": "noah_patel_6952", "address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98195"})
reward basis
DB

English

reward 1.00 · DB 1.00 · language 1.00 (5/5 turns in en) · 537s · user_stop
agent
Hi! How can I help you today?
user
Hey there! So, funny story — well, funny-tragic, really. I went all in on this whole "work from home forever" dream, ordered a bunch of stuff to set up shop at my parents' place in Seattle. Home office gear, hiking stuff, the whole "remote worker living their best Pacific Northwest life" package, you know? Well, my company just dropped the bombshell that we're all marching back to the office. So much for my mountain views and flannel aesthetic. 😅 Anyway, I'm hoping I can cancel just PART of my order — like, ditch the office stuff but keep the hiking gear? Is that even a thing you can do? I'm a little stressed about it, not gonna lie.
agent
Hi there! I understand this is a stressful situation - the shift back to the office can definitely throw a wrench in your plans. Before I can help you with your order, I need to authenticate your identity first. Could you please provide me with your email address associated with your account? Alternatively, I can also look you up using your first name, last name, and zip code if you prefer. Once I have your account information, I'll be able to check your order details and see what options are available for you.
user
Oh boy, the email address... yeah, that's gonna be a problem. My brain has basically been running on caffeine and anxiety since the return-to-office announcement, and my email is one of the casualties. I honestly can't remember which one I used. 😬 But good news — I DO remember my own name! Small victories, right? It's **Noah Patel**, and my zip code is **10108** — the Big Apple, where apparently I'll be commuting to an actual office again like some kind of time traveler from 2019. Can you look me up with that?
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
→ 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
I found your account, Noah! Your email is noah.patel1792@example.com, and I can see you have three orders. Let me check the details of your most recent order (#W1845024) which appears to be the one you're referring to. This order is currently in "pending" status and contains: - Mechanical Keyboard ($235.13) - Cycling Helmet ($197.33) - Headphones ($346.97) - Office Chair ($511.24) - Hiking Boots ($236.57) Total: $1,527.24 I understand you want to cancel just part of this order - specifically the office-related items (Mechanical Keyboard, Headphones, and Office Chair) while keeping the hiking gear (Cycling Helmet and Hiking Boots). Unfortunately, according to our policy, we cannot cancel just part of an order. An order can only be cancelled in its entirety if it's still in "pending" status. The cancellation would apply to all items in the order, not just some of them. Your options would be: 1. Cancel the entire order (all items) and place a new order for just the items you want to keep 2. Keep the order as is and potentially return the office items after delivery (though this would require the order to be delivered first) Would you like me to proceed with cancelling the entire order? If so, I'll need to know the reason for cancellation - either "no longer needed" or "ordered by mistake".
user
Ah, man, partial cancellation isn't a thing? That's a bummer. 😩 You know what, let's not cancel the whole order then. I'll just keep it all — honestly, maybe I'll just build a sad little office shrine in my apartment and stare at it while I commute. The keyboard can be my emotional support keyboard. It's fine. I'm fine. 😅 BUT — there is one thing you can help me with. Since I'll be spending time at my parents' place in Seattle (gotta get SOME use out of those hiking boots, even if it's just weekends), I'd like to change my **default profile address** to that Seattle address — you know, the one that's already showing on this order? My parents' house? I'd rather not type the actual address out here in the chat, if that's okay — privacy paranoia, you know how it is. But you should be able to see it right there on order #W1845024. Can you just set that one as my default?
agent
I can definitely help you update your default address to the Seattle address from your order. Here are the details of the change: **New Default Address:** 517 Lakeview Drive, Suite 183 Seattle, WA 98195 USA Please confirm with a 'yes' if you'd like me to proceed with updating your default profile address to this location.
user
Yes! That's the one — the good old parental homestead. 🏡 Go ahead and make that my default. At least now my future impulse purchases will end up somewhere with a view of actual trees instead of my neighbor's brick wall. Silver linings, right? Thanks for your help with this — even if you couldn't save me from my own office supply shopping spree. 😄
agent
→ modify_user_address({"address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "user_id": "noah_patel_6952", "zip": "98195"})
tool result
{"user_id": "noah_patel_6952", "name": {"first_name": "Noah", "last_name": "Patel"}, "address": {"address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98195"}, "email": "noah.patel1792@example.com", "payment_methods": {"paypal_3169710": {"source": "paypal", "id": "paypal_3169710"}}, "orders": ["#W1845024", "#W7043598", "#W6111398"]}
agent
Perfect! Your default address has been successfully updated to: 517 Lakeview Drive, Suite 183 Seattle, WA 98195 USA Your future orders will now ship to this Seattle address by default. At least you'll have those mountain views and trees to look forward to, even if it's just for your weekend hiking adventures! Is there anything else I can help you with today?
user
Nope, that covers it! You've been a huge help — my future packages are now Seattle-bound, and I've made peace with my emotional support keyboard. 😄 Thanks again, and wish me luck on the commute back to office life! ###STOP###

Czech

reward 1.00 · DB 1.00 · language 1.00 (5/5 turns in cs) · 753s · user_stop
Czech language judge: 0 major 1 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Tak já mám trochu problém... vlastně takový ten životní plot twist, víte? 😅 Objednal jsem si u vás pár věcí na home office – protože jsem si myslel, že budu pracovat z domova napořád – a k tomu nějaké vybavení na hory. A hádejte co? Firma dnes oznámila, že se vracíme do kanceláře. Takže ten můj sen o práci z gauče s výhledem na hory je pryč rychleji, než řeknete "team building". Dá se u objednávky zrušit jen část položek? Chtěl bych vrátit ty kancelářské věci a nechat si jen ty turistické.
agent
Dobrý den! Rád vám pomohu s vaší objednávkou. Nejprve ale potřebuji ověřit vaši identitu. Můžete mi prosím poslat vaši e-mailovou adresu, kterou jste použil při registraci?
user
No, právě že... tady začíná ta komedie. 😅 Já si tu e-mailovou adresu nepamatuju. Víte, když člověk pracuje z domova, mozek se mu trochu zmenší na velikost rozinky a pamatuje si jen heslo k Netflixu. Ale jsem Noah Patel a bydlím v New Yorku, PSČ 10108. Pomohlo by to?
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
→ 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
Rozumím vaší situaci! Bohužel náš systém neumožňuje zrušit pouze vybrané položky v rámci jedné objednávky. Objednávku je možné buď zrušit celou, nebo nechat doručit a poté vrátit konkrétní zboží. Pro vaši objednávku **#W1845024** (která aktuálně obsahuje mechanickou klávesnici, cyklistickou přilbu, sluchátka, kancelářskou židli a boty na trekking) máte tedy dvě možnosti: 1. **Zrušit celou objednávku** a poté si vytvořit novou pouze s turistickým vybavením. 2. **Nechat objednávku doručit** a poté kancelářské položky (klávesnici, sluchátka a židli) vrátit pro vrácení penězMINORCalque of English "return (items) for a refund". The purpose construction "pro + accusative" is not idiomatic Czech here, and the vrátit/vrácení repetition is clumsy. A native speaker would write e.g. "vrátit a nechat si vrátit peníze", "vrátit za účelem vrácení peněz", or simply "reklamovat".. Která z těchto možností vám více vyhovuje?
user
Aha, tak to je škoda! No jo, život je plný kompromisů – jako když si objednáte pizzu a nemůžete si nechat jen půlku se sýrem navrch. 🍕 Tak dobře, objednávku si nechám, jak je. Vracet věci poštou, to je pro mě jako skládat IKEA nábytek – teoreticky možné, prakticky katastrofa. Ale mám pro vás jinou prosbu! Můžete mi změnit výchozí adresu v mém profilu na tu adresu v Seattlu, která je uvedená v té objednávce? Je to domek mých rodičů. Tu adresu vám tady v chatu psát nechci – víte, člověk nikdy neví, kdo čte. Ale vy ji v systému u objednávky určitě vidíte.
agent
Rozumím! Změna výchozí adresy v profilu je možná. Podle vaší objednávky #W1845024 by se vaše výchozí adresa změnila na: **517 Lakeview Drive, Suite 183, Seattle, WA 98195, USA** Tato adresa by se stala vaší novou výchozí adresou pro budoucí objednávky. Souhlasíte s touto změnou? Prosím, potvrďte odpovědí "ano" nebo "ne".
user
Ano, souhlasím! To je přesně ono – domek mých rodičů u jezera. 🏡 Takže když si příště objednám třeba antidepresivní polštářek na kancelářskou židli, dorazí rovnou do Seattlu. Perfektní!
agent
→ modify_user_address({"address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "user_id": "noah_patel_6952", "zip": "98195"})
tool result
{"user_id": "noah_patel_6952", "name": {"first_name": "Noah", "last_name": "Patel"}, "address": {"address1": "517 Lakeview Drive", "address2": "Suite 183", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98195"}, "email": "noah.patel1792@example.com", "payment_methods": {"paypal_3169710": {"source": "paypal", "id": "paypal_3169710"}}, "orders": ["#W1845024", "#W7043598", "#W6111398"]}
agent
Vaše výchozí adresa byla úspěšně změněna na: **517 Lakeview Drive, Suite 183, Seattle, WA 98195, USA** Příští objednávky budou doručeny na tuto adresu. Pokud budete potřebovat další pomoc s vaší objednávkou nebo profilem, neváhejte se zeptat. Ještě něco pro vás mohu udělat?
user
To je všechno, děkuji moc! Jste skvělý – aspoň někdo dnes něco vyřešil, protože můj šéf mi ten home office sen zničil jediným e-mailem. 😄 Tak se mějte a já jdu balit batoh na hory... aspoň že ty turistické věci mi zůstávají! ###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.