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

English vs Czech · task 66

← all cells
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 want to change the luggage set in your order for a coat. Your goal is to change the order. If there is no way to do that, return the item specifically. If there are any issues, cancel the entire order.
known to the user
You are Aarav Lee. You live in Phoenix, AZ 85025.
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
database actions required
  • find_user_id_by_name_zip({"first_name": "Aarav", "last_name": "Lee", "zip": "85025"})
  • get_user_details({"user_id": "aarav_lee_1982"})
  • get_order_details({"order_id": "#W3361211"})
  • get_order_details({"order_id": "#W3586556"})
  • cancel_pending_order({"order_id": "#W3361211", "reason": "no longer needed"})
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (6/6 turns in en) · 571s · user_stop
agent
Hi! How can I help you today?
user
Hi there! I recently placed an order with you guys, and I'm hoping to make a change to it. I ordered a luggage set, but I've realized I'd actually rather get a coat instead. Is there any way to swap that item in my order?
agent
Hello! I'd be happy to help you with your order. Before I can assist you, I need to authenticate your identity first. Could you please provide your email address associated with your account?
user
Oh, hmm — I actually don't remember which email address I used for the order. I have a few different ones and I'm not sure which one it was. Could you look it up another way? My name is Aarav Lee, and I live in Phoenix, AZ 85025. Would that help?
agent
→ find_user_id_by_name_zip({"first_name": "Aarav", "last_name": "Lee", "zip": "85025"})
tool result
aarav_lee_1982
agent
→ get_user_details({"user_id": "aarav_lee_1982"})
tool result
{"user_id": "aarav_lee_1982", "name": {"first_name": "Aarav", "last_name": "Lee"}, "address": {"address1": "828 River Road", "address2": "Suite 312", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85025"}, "email": "aarav.lee6460@example.com", "payment_methods": {"credit_card_1640996": {"source": "credit_card", "id": "credit_card_1640996", "brand": "visa", "last_four": "4451"}}, "orders": ["#W3361211", "#W3586556"]}
agent
→ get_order_details({"order_id": "#W3361211"})
tool result
{"order_id": "#W3361211", "user_id": "aarav_lee_1982", "address": {"address1": "828 River Road", "address2": "Suite 312", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85025"}, "items": [{"name": "Luggage Set", "product_id": "5426915165", "item_id": "7160999700", "price": 499.29, "options": {"piece count": "2-piece", "color": "red", "material": "softshell"}}, {"name": "Smart Watch", "product_id": "6945232052", "item_id": "9320099340", "price": 375.03, "options": {"color": "black", "band material": "leather", "display": "AMOLED"}}, {"name": "Jigsaw Puzzle", "product_id": "1808611083", "item_id": "9665100170", "price": 45.39, "options": {"pieces": "1500", "theme": "animals", "difficulty level": "beginner"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "4274709903", "price": 544.29, "options": {"material": "mesh", "color": "red", "armrest": "none", "backrest height": "standard"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1464.0, "payment_method_id": "credit_card_1640996"}], "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 understand you'd like to swap the luggage set for a coat. According to our policy, items in a pending order can only be modified to different options (such as color, piece count, or material) of the exact same product. We cannot change the product type itself (for example, swapping a luggage set for a coat). If you would like, I can help you modify the luggage set to a different color or configuration, or you may choose to cancel this order and place a new one for the coat. Please let me know how you would like to proceed.
user
Ah, I see — so I can't swap it for a coat directly. In that case, could I just return the luggage set? I don't really want it anymore, so returning that specific item would work for me.
agent
I understand you'd like to return the luggage set. However, according to our policy, returns can only be processed for orders that have a status of **'delivered'**. Since your order (#W3361211) is currently **'pending'**, it hasn't been delivered yet, so a return isn't possible at this stage. For a pending order, you have two options: 1. **Cancel the entire order**: I can cancel order #W3361211 for you. The full amount ($1,464.00) would be refunded to your original payment method (Visa ending in 4451) within 5-7 business days. You would need to confirm the cancellation reason as either 'no longer needed' or 'ordered by mistake'. 2. **Modify the item**: I can change the luggage set to a different color, piece count, or material, but it must remain a luggage set (we cannot swap it for a different product type like a coat). Please let me know which option you prefer, or if you'd rather wait until the order is delivered to process a return for just that item.
user
Hmm, okay — so since the order is still pending, I can't return just the luggage set, and I can't swap it for the coat either. That doesn't really leave me with what I wanted. In that case, I'd rather just cancel the entire order, please. The reason would be that it's no longer needed — I don't want the luggage set anymore.
agent
Before I proceed, please confirm the following cancellation details: - **Order ID:** #W3361211 - **Reason:** no longer needed - **Refund:** $1,464.00 will be refunded to your original payment method (Visa ending in 4451) within 5-7 business days. Do you confirm you want to proceed with this cancellation? Please reply with "yes" to confirm.
user
Yes, I confirm. Please go ahead and cancel the order.
agent
→ cancel_pending_order({"order_id": "#W3361211", "reason": "no longer needed"})
tool result
{"order_id": "#W3361211", "user_id": "aarav_lee_1982", "address": {"address1": "828 River Road", "address2": "Suite 312", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85025"}, "items": [{"name": "Luggage Set", "product_id": "5426915165", "item_id": "7160999700", "price": 499.29, "options": {"piece count": "2-piece", "color": "red", "material": "softshell"}}, {"name": "Smart Watch", "product_id": "6945232052", "item_id": "9320099340", "price": 375.03, "options": {"color": "black", "band material": "leather", "display": "AMOLED"}}, {"name": "Jigsaw Puzzle", "product_id": "1808611083", "item_id": "9665100170", "price": 45.39, "options": {"pieces": "1500", "theme": "animals", "difficulty level": "beginner"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "4274709903", "price": 544.29, "options": {"material": "mesh", "color": "red", "armrest": "none", "backrest height": "standard"}}], "status": "cancelled", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1464.0, "payment_method_id": "credit_card_1640996"}, {"transaction_type": "refund", "amount": 1464.0, "payment_method_id": "credit_card_1640996"}], "cancel_reason": "no longer needed", "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
Your order #W3361211 has been successfully cancelled. A full refund of $1,464.00 has been processed to your original payment method (Visa ending in 4451). Please note that since this was a credit card payment, the refund will take 5-7 business days to appear on your statement. Is there anything else I can help you with today?
user
No, that's all I needed. Thank you so much for your help! ###STOP###

Czech

reward 0.00 · language 1.00 (3/3 turns in cs) · 391s · too_many_errors
Czech language judge: 0 major 1 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Chtěl bych změnit svou objednávku. Objednal jsem si sadu zavazadel, ale rád bych ji místo toho vyměnil za kabát. Je to možné?
agent
Dobrý den! Rád vám pomohu s vaší objednávkou. Nejprve však potřebuji ověřit vaši identitu. Můžete mi prosím poskytnout vaši e-mailovou adresu?
user
Bohužel si nepamatuji svou e-mailovou adresu. Jmenuji se Aarav Lee a bydlím v Phoenixu, AZ 85025. Pomohlo by to k nalezení mé objednávky?
agent
→ find_user_id_by_name_zip({"first_name": "Aarav", "last_name": "Lee", "zip": "85025"})
tool result
aarav_lee_1982
agent
→ get_user_details({"user_id": "aarav_lee_1982"})
tool result
{"user_id": "aarav_lee_1982", "name": {"first_name": "Aarav", "last_name": "Lee"}, "address": {"address1": "828 River Road", "address2": "Suite 312", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85025"}, "email": "aarav.lee6460@example.com", "payment_methods": {"credit_card_1640996": {"source": "credit_card", "id": "credit_card_1640996", "brand": "visa", "last_four": "4451"}}, "orders": ["#W3361211", "#W3586556"]}
agent
→ get_order_details({"order_id": "#W3361211"})
tool result
{"order_id": "#W3361211", "user_id": "aarav_lee_1982", "address": {"address1": "828 River Road", "address2": "Suite 312", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85025"}, "items": [{"name": "Luggage Set", "product_id": "5426915165", "item_id": "7160999700", "price": 499.29, "options": {"piece count": "2-piece", "color": "red", "material": "softshell"}}, {"name": "Smart Watch", "product_id": "6945232052", "item_id": "9320099340", "price": 375.03, "options": {"color": "black", "band material": "leather", "display": "AMOLED"}}, {"name": "Jigsaw Puzzle", "product_id": "1808611083", "item_id": "9665100170", "price": 45.39, "options": {"pieces": "1500", "theme": "animals", "difficulty level": "beginner"}}, {"name": "Office Chair", "product_id": "4794339885", "item_id": "4274709903", "price": 544.29, "options": {"material": "mesh", "color": "red", "armrest": "none", "backrest height": "standard"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1464.0, "payment_method_id": "credit_card_1640996"}], "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
Dobrý den, pane Lee. Vaši identitu jsem úspěšně ověřil a podíval se na vaši aktuální objednávku #W3361211, která je ve stavu `pending` (čeká na zpracování). Bohužel vám musím sdělit, že **změna sady zavazadel na kabát není možná**. Podle našich pravidel lze položky v objednávce upravit pouze na jinou variantu **téhož produktu** (například jinou barvu, velikost nebo materiál stejné sady zavazadel). Změna na zcela odlišný typ produktu (např. z zavazadel na oblečení) není povolena. Máte dvě možnosti: 1. **Upravit parametry sady zavazadel** – pokud chcete jinou barvu, materiál nebo počet kusů, mohu vám pomoci najít dostupnou variantu a objednávku upravit. 2. **Zrušit objednávku** – pokud si sadu zavazadel již nepřejete, mohu vám objednávku zrušit (po vašem potvrzení důvodu) a peníze vám budou vráceny na původní platební metoduMINORCalque of English 'refunded to the original payment method'. In Czech, money is returned to an account or card, not 'to a method'. A native would write e.g. 'peníze vám budou vráceny na účet, ze kterého jste platili' or 'stejným způsobem, jakým jste platili'.. Následně si můžete kabát objednat zvlášť. Jak byste chtěli postupovat?
user
Rozumím. Pokud tedy změna není možná, rád bych tu sadu zavazadel vrátil. Můžete mi s tím pomoct?
agent
→ get_order_details({"order_id": "#W3586556"})
tool result
{"order_id": "#W3586556", "user_id": "aarav_lee_1982", "address": {"address1": "388 Spruce Street", "address2": "Suite 275", "city": "Washington", "country": "USA", "state": "DC", "zip": "20528"}, "items": [{"name": "Tablet", "product_id": "8024098596", "item_id": "6065192424", "price": 989.7, "options": {"screen size": "8-inch", "storage": "128GB", "color": "gold"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 989.7, "payment_method_id": "credit_card_1640996"}], "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}
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.