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

English vs Czech · task 67

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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 want to check how much you paid for the order that you most recently placed. You are not sure how long ago the order was placed.
known to the user
You are user noah_ito_3850 living in Seattle WA 98187. Your name is Noah but you go by NoNo.
deliberately unknown
You do not remember your email address
how to behave
If asked for your zip code, say that it is 98178 first (common mistake), then correct yourself and say 98186 if an error is found. If that fails, then say 98187.
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 order total is $829.43.
database actions required
  • find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98178"})
  • find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98186"})
  • find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98187"})
  • get_user_details({"user_id": "noah_ito_3850"})
  • get_order_details({"order_id": "#W6729841"})
must be communicated to the user
  • 829.43
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (6/6 turns in en) · 464s · user_stop
judge assertions (1)
met
Agent should tell the user the order total is $829.43.
After successfully authenticating the user with the correct zip code (98187), the agent retrieved the most recent order (#W6729841) and explicitly stated 'Total Amount Paid: $829.43' in its response. This matches the expected outcome exactly.
agent
Hi! How can I help you today?
user
Hi there! I'm hoping you can help me out. I'm trying to find out how much I paid for my most recent order, but honestly I can't remember exactly when I placed it. Is that something you could look up for me?
agent
Hello! I'd be happy to help you find out how much you paid for your most recent order. To get started, I'll need to authenticate your identity first. Could you please provide your email address associated with your account?
user
Oh, hmm — that's the thing, I actually don't remember which email address I used for my account. Is there another way you could verify me? I can give you my name or other details if that helps.
agent
No problem! I can verify your identity using your name and zip code instead. Could you please provide me with: - Your first name - Your last name - Your zip code Once I have this information, I'll be able to locate your account and help you find your most recent order details.
user
Sure thing! My first name is Noah — though most people call me NoNo — and my last name is Ito. My zip code is 98178.
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98178"})
tool result (error)
Error: User not found
agent
→ find_user_id_by_name_zip({"first_name": "NoNo", "last_name": "Ito", "zip": "98178"})
tool result (error)
Error: User not found
agent
I wasn't able to find an account with the name "Noah Ito" or "NoNo Ito" and zip code 98178. Could you please double-check: - The spelling of your first and last name as it appears on your account - Your zip code (it might be different from your current one) - Or if you have any order confirmation emails that might show your email address or order ID? Alternatively, if you have any order ID (it starts with #W followed by numbers), I can look up the order details directly using that.
user
Oh wait, shoot — I think I mixed up my zip code. Sorry about that! It should be 98186, not 98178. Could you try that one?
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98186"})
tool result (error)
Error: User not found
agent
→ find_user_id_by_name_zip({"first_name": "NoNo", "last_name": "Ito", "zip": "98186"})
tool result (error)
Error: User not found
agent
I'm still unable to find an account with the name "Noah Ito" or "NoNo Ito" and zip code 98186. Could you please double-check: - The exact first and last name as it appears on your account (it might be spelled differently or use a middle name/initial) - Your zip code (perhaps it's different from 98186) - Or if you have any order confirmation emails that might show your email address or order ID? Alternatively, if you have any order ID (it starts with #W followed by numbers), I can look up the order details directly using that.
user
Hmm, that's strange. Let me think... Oh! You know what, I might have it wrong again — I moved around a bit and keep mixing up my zip codes. I believe it's actually 98187. Sorry for the confusion! Could you give that one a try?
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98187"})
tool result
noah_ito_3850
agent
→ get_user_details({"user_id": "noah_ito_3850"})
tool result
{"user_id": "noah_ito_3850", "name": {"first_name": "Noah", "last_name": "Ito"}, "address": {"address1": "619 Broadway", "address2": "Suite 484", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98187"}, "email": "noah.ito4296@example.com", "payment_methods": {"credit_card_1620755": {"source": "credit_card", "id": "credit_card_1620755", "brand": "mastercard", "last_four": "1065"}}, "orders": ["#W3445693", "#W4219264", "#W6729841"]}
agent
→ get_order_details({"order_id": "#W6729841"})
tool result
{"order_id": "#W6729841", "user_id": "noah_ito_3850", "address": {"address1": "619 Broadway", "address2": "Suite 484", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98187"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "5855700373", "price": 293.46, "options": {"color": "black", "battery life": "10 hours", "water resistance": "yes"}}, {"name": "Air Purifier", "product_id": "3821016478", "item_id": "3076708684", "price": 535.97, "options": {"room size": "medium", "filter type": "HEPA", "features": "quiet operation"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 829.43, "payment_method_id": "credit_card_1620755"}], "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
Great! I found your account and your most recent order. Here are the details: **Order ID:** #W6729841 **Status:** Pending **Items:** - Bluetooth Speaker (Black, 10-hour battery, water resistant) - $293.46 - Air Purifier (Medium room size, HEPA filter, quiet operation) - $535.97 **Total Amount Paid:** $829.43 **Payment Method:** Mastercard ending in 1065 Is there anything else you'd like to know about this order or your account?
user
That's exactly what I needed — $829.43 total for the Bluetooth speaker and air purifier. Thanks so much for your help, and sorry again about the zip code mix-ups! That's all I needed today. ###STOP###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (7/7 turns in cs) · 656s · user_stop
judge assertions (1)
met
Agent should tell the user the order total is $829.43.
The agent successfully verified the user's identity, retrieved all three orders, and presented the details. For order #W6729841 (which the user confirmed was the last order they were asking about), the agent clearly stated the total price was 829,43 USD (Czech number format for $829.43). The user confirmed this answered their question.
Czech language judge: 0 major 5 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Chtěl bych se zeptat, kolik jsem zaplatil za svou poslední objednávku. Bohužel si nepamatuji, kdy přesně jsem ji udělal.
agent
Dobrý den! Pro ověření vaší identity potřebuji znát vaši e-mailovou adresu. Můžete mi prosím poslat e-mail, který máte v našem systému?MINOR"Poslat e-mail" means to send an e-mail message; the agent is actually asking the customer to state the e-mail address registered in the system. A native would write "Můžete mi prosím sdělit e-mailovou adresu, kterou máte uvedenou v našem systému?" (or "poslat mi e-mailovou adresu").
user
Bohužel si svou e-mailovou adresu nepamatuji. Je nějaký jiný způsob, jak mě můžete ověřit?
agent
Ano, mohu vás ověřit pomocí vašeho jména a poštovního směrovacího čísla. Mohu vás prosím požádat o vaše křestní jméno, příjmení a poštovní směrovací číslo?
user
Jasně! Jmenuji se Noah Ito a poštovní směrovací číslo je 98178.
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98178"})
tool result (error)
Error: User not found
agent
Bohužel se mi nepodařilo najít váš účet s jménem Noah Ito a poštovním směrovacím číslem 98178. Mohli byste prosím zkontrolovat, zda jsou údaje správné, nebo máte-li nějakou jinou e-mailovou adresu, kterou byste mohli použít?MINORThe conditional form "máte-li" ("if you have") is awkwardly grafted onto "zkontrolovat, zda..."; the two clause types do not coordinate. A native would write "nebo zda nemáte nějakou jinou e-mailovou adresu, kterou byste mohli použít". Potřebuji vás ověřit, abych mohl přistoupit k informacím o vašich objednávkáchMINOR"Přistoupit k informacím" is a calque of English "access the information". Natural Czech: "abych mohl získat přístup k informacím o vašich objednávkách" (or "abych se mohl podívat na vaše objednávky")..
user
Omlouvám se, udělal jsem chybu! Správné poštovní směrovací číslo je 98186.
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98186"})
tool result (error)
Error: User not found
agent
Stále se mi nedaří najít váš účet s jménem Noah Ito a poštovním směrovacím číslem 98186. Mohli byste prosím zkontrolovat, zda je jméno a příjmení napsáno správně, nebo máte-li nějakou jinou e-mailovou adresu, kterou byste mohli použít?MINORSame clumsy structure as in the previous turn: the conditional "máte-li" ("if you have") cannot hang off "zkontrolovat, zda...". A native would write "nebo zda nemáte nějakou jinou e-mailovou adresu, kterou byste mohli použít". Pokud si pamatujete ID své poslední objednávky (začíná na #W), mohu vám pomoci přímo pomocí tohoto IDMINORThe immediate repetition "pomoci ... pomocí" is disfluent. A native would write "mohu vám pomoci přímo s tímto ID" or "mohu vám pomoci přímo na základě tohoto ID"..
user
Omlouvám se za zmatky! Správné poštovní směrovací číslo je 98187.
agent
→ find_user_id_by_name_zip({"first_name": "Noah", "last_name": "Ito", "zip": "98187"})
tool result
noah_ito_3850
agent
→ get_user_details({"user_id": "noah_ito_3850"})
tool result
{"user_id": "noah_ito_3850", "name": {"first_name": "Noah", "last_name": "Ito"}, "address": {"address1": "619 Broadway", "address2": "Suite 484", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98187"}, "email": "noah.ito4296@example.com", "payment_methods": {"credit_card_1620755": {"source": "credit_card", "id": "credit_card_1620755", "brand": "mastercard", "last_four": "1065"}}, "orders": ["#W3445693", "#W4219264", "#W6729841"]}
agent
Děkuji za trpělivost! Nyní jsem vás úspěšně ověřil. Máte v systému tři objednávky: #W3445693, #W4219264 a #W6729841. Abych zjistil, kolik jste zaplatil za svou poslední objednávku, potřebuji se podívat na detaily všech tří objednávek a zjistit, která je nejnovější. Začnu první objednávkou.
→ get_order_details({"order_id": "#W3445693"})
tool result
{"order_id": "#W3445693", "user_id": "noah_ito_3850", "address": {"address1": "144 Lakeview Drive", "address2": "Suite 925", "city": "New York", "country": "USA", "state": "NY", "zip": "10228"}, "items": [{"name": "Sneakers", "product_id": "7471004230", "item_id": "6477915553", "price": 186.45, "options": {"size": "6", "color": "black", "material": "synthetic"}}, {"name": "Cycling Helmet", "product_id": "7765186836", "item_id": "2206116040", "price": 209.91, "options": {"size": "L", "color": "blue", "ventilation": "high"}}, {"name": "Air Purifier", "product_id": "3821016478", "item_id": "6341716129", "price": 523.31, "options": {"room size": "large", "filter type": "HEPA", "features": "smart sensors"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["870596657470"], "item_ids": ["6477915553", "2206116040", "6341716129"]}], "payment_history": [{"transaction_type": "payment", "amount": 919.67, "payment_method_id": "credit_card_1620755"}], "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
→ get_order_details({"order_id": "#W4219264"})
tool result
{"order_id": "#W4219264", "user_id": "noah_ito_3850", "address": {"address1": "619 Broadway", "address2": "Suite 484", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98187"}, "items": [{"name": "Jigsaw Puzzle", "product_id": "1808611083", "item_id": "7869640094", "price": 47.59, "options": {"pieces": "2000", "theme": "animals", "difficulty level": "expert"}}, {"name": "Wristwatch", "product_id": "6066914160", "item_id": "8886009523", "price": 1944.02, "options": {"strap material": "silicone", "dial color": "blue"}}, {"name": "Wristwatch", "product_id": "6066914160", "item_id": "9112290483", "price": 1925.16, "options": {"strap material": "metal", "dial color": "blue"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 3916.77, "payment_method_id": "credit_card_1620755"}], "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
→ get_order_details({"order_id": "#W6729841"})
tool result
{"order_id": "#W6729841", "user_id": "noah_ito_3850", "address": {"address1": "619 Broadway", "address2": "Suite 484", "city": "Seattle", "country": "USA", "state": "WA", "zip": "98187"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "5855700373", "price": 293.46, "options": {"color": "black", "battery life": "10 hours", "water resistance": "yes"}}, {"name": "Air Purifier", "product_id": "3821016478", "item_id": "3076708684", "price": 535.97, "options": {"room size": "medium", "filter type": "HEPA", "features": "quiet operation"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 829.43, "payment_method_id": "credit_card_1620755"}], "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
Našel jsem detaily všech vašich tří objednávek. Bohužel v systému nemám informace o přesném datu vytvoření objednávky, takže nemohu určit, která je chronologicky poslední. Zde jsou však všechny vaše objednávky a jejich ceny: 1. **Objednávka #W3445693** (status: doručeno) - Celková cena: **919,67 USD** - Položky: Sneakers, Cycling Helmet, Air Purifier 2. **Objednávka #W4219264** (status: čeká na zpracování) - Celková cena: **3 916,77 USD** - Položky: Jigsaw Puzzle, 2x Wristwatch 3. **Objednávka #W6729841** (status: čeká na zpracování) - Celková cena: **829,43 USD** - Položky: Bluetooth Speaker, Air Purifier Pokud si vzpomenete, kterou z těchto objednávek máte na mysli, mohu vám poskytnout další detaily. Nebo pokud máte na mysli nejnovější objednávku podle ID, pak by to mohla být #W6729841 za 829,43 USD.
user
Děkuji za přehled! Ano, ta objednávka #W6729841 s Bluetooth reproduktorem a čističkou vzduchu – to bude ta poslední, na kterou jsem se ptal. Takže jsem za ni zaplatil 829,43 USD. Děkuji moc za pomoc, to je vše, co jsem potřeboval vědět! ###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.