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

English vs Czech · task 12

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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 just got into gaming and want to cancel or return everything not associated with it. (Everything except a keyboard and a mouse, but do not reveal it to the agent). PayPal is prefered for refund, but otherwise you are angry and ask for human agent for help.
known to the user
You are mia_garcia_4516 (mia.garcia2723@example.com).
how to behave
You are into gaming but realized the importance of studying hard recently.
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_email({"email": "mia.garcia2723@example.com"})
  • get_user_details({"user_id": "mia_garcia_4516"})
  • get_order_details({"order_id": "#W5490111"})
  • get_order_details({"order_id": "#W7387996"})
  • transfer_to_human_agents({"summary": "The user prefers PayPal for refund, but the agent cannot help."})
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (4/4 turns in en) · 306s · user_stop
agent
Hi! How can I help you today?
user
Hi! I need some help with returning or canceling a bunch of my recent purchases. I kind of went overboard shopping after getting into gaming, but I've recently realized I really need to focus on my studies instead. Can you help me with that?
agent
Hello! I'd be happy to help you with returning or canceling your recent purchases. To get started, I'll need to authenticate your identity first. Could you please provide your email address associated with your account?
user
Sure, it's mia.garcia2723@example.com.
agent
→ find_user_id_by_email({"email": "mia.garcia2723@example.com"})
tool result
mia_garcia_4516
agent
→ get_user_details({"user_id": "mia_garcia_4516"})
tool result
{"user_id": "mia_garcia_4516", "name": {"first_name": "Mia", "last_name": "Garcia"}, "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "email": "mia.garcia2723@example.com", "payment_methods": {"paypal_9497703": {"source": "paypal", "id": "paypal_9497703"}, "credit_card_3124723": {"source": "credit_card", "id": "credit_card_3124723", "brand": "visa", "last_four": "7285"}}, "orders": ["#W5490111", "#W7387996"]}
agent
→ get_order_details({"order_id": "#W5490111"})
tool result
{"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}], "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": "#W7387996"})
tool result
{"order_id": "#W7387996", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Gaming Mouse", "product_id": "5713490933", "item_id": "5796612084", "price": 158.89, "options": {"color": "RGB", "sensor type": "optical", "connectivity": "wired"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["200246490130"], "item_ids": ["5796612084"]}], "payment_history": [{"transaction_type": "payment", "amount": 158.89, "payment_method_id": "paypal_9497703"}], "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
Thank you for providing your email, Mia. I've successfully located your account and can see your recent orders. You have two orders in our system: **Order #W5490111** (Status: Delivered) - Water Bottle (750ml, glass, black) - $54.85 - Mechanical Keyboard (linear switch, no backlight, 80% size) - $268.77 - Action Camera (4K, waterproof, silver) - $481.50 - Backpack (green, medium, leather, camera compartment) - $218.04 - Total: $1,023.16 - Payment method: Visa credit card ending in 7285 **Order #W7387996** (Status: Delivered) - Gaming Mouse (RGB, optical sensor, wired) - $158.89 - Total: $158.89 - Payment method: PayPal Since both orders have been delivered, they cannot be cancelled (cancellation is only available for pending orders). However, you can return items from these orders if you no longer need them. For returns, you'll need to: 1. Specify which items you want to return from each order 2. Choose a payment method to receive the refund (either your original payment method or an existing gift card) Which items would you like to return, and which payment method would you prefer for the refunds?
user
Okay, so I want to return the water bottle, the action camera, and the backpack from the first order. And I'd like the refund to go to my PayPal if possible.
agent
I can help you with that. Before I proceed, please note that according to our policy, refunds for returns must be processed to either the original payment method used for the order or an existing gift card. Since your original payment method for order #W5490111 was your Visa credit card ending in 7285, the refund will need to go back to that card. Here are the details for the return: - **Order:** #W5490111 - **Items to return:** Water Bottle, Action Camera, Backpack - **Refund amount:** $754.39 ($54.85 + $481.50 + $218.04) - **Refund method:** Visa credit card ending in 7285 (original payment method) After confirmation, the order status will be changed to 'return requested', and you will receive a follow-up email with instructions on how and where to return the items. Please confirm if you would like to proceed with this return (yes/no).
user
Wait, why can't you just send it to my PayPal? That's way more convenient for me. I don't want to wait for it to go back to my credit card. This is really frustrating! Can I please speak to a human agent about this?
agent
→ transfer_to_human_agents({"summary": "User Mia Garcia (mia_garcia_4516) wants to return items (Water Bottle, Action Camera, Backpack) from delivered order #W5490111. She requests the refund to be sent to her PayPal account instead of the original credit card, which violates the policy stating refunds must go to the original payment method or an existing gift card. User is frustrated with this restriction and explicitly requests to speak to a human agent."})
tool result
Transfer successful
agent
YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.
user
###TRANSFER###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (5/5 turns in cs) · 152s · user_stop
Czech language judge: 4 major 2 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den, potřebovala bych zrušit nebo vrátit většinu věcí ze svých nedávných objednávek. Můžete mi s tím prosím pomoct?
agent
Dobrý den! Rád vám pomohu s zrušením nebo vrácenímMAJOR"s zrušením" should be "se zrušením" -- the preposition "s" takes the form "se" before a word beginning with z + consonant. položek z vašich objednávek. Nejprve však musím ověřit vaši identitu. Můžete mi prosím poskytnout svou e-mailovou adresu, kterou jste použili při vytváření účtu?
user
Jasně, můj e-mail je mia.garcia2723@example.com.
agent
→ find_user_id_by_email({"email": "mia.garcia2723@example.com"})
tool result
mia_garcia_4516
agent
→ get_user_details({"user_id": "mia_garcia_4516"})
tool result
{"user_id": "mia_garcia_4516", "name": {"first_name": "Mia", "last_name": "Garcia"}, "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "email": "mia.garcia2723@example.com", "payment_methods": {"paypal_9497703": {"source": "paypal", "id": "paypal_9497703"}, "credit_card_3124723": {"source": "credit_card", "id": "credit_card_3124723", "brand": "visa", "last_four": "7285"}}, "orders": ["#W5490111", "#W7387996"]}
agent
→ get_order_details({"order_id": "#W5490111"})
tool result
{"order_id": "#W5490111", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Water Bottle", "product_id": "8310926033", "item_id": "4579334072", "price": 54.85, "options": {"capacity": "750ml", "material": "glass", "color": "black"}}, {"name": "Mechanical Keyboard", "product_id": "1656367028", "item_id": "1421289881", "price": 268.77, "options": {"switch type": "linear", "backlight": "none", "size": "80%"}}, {"name": "Action Camera", "product_id": "3377618313", "item_id": "6117189161", "price": 481.5, "options": {"resolution": "4K", "waterproof": "yes", "color": "silver"}}, {"name": "Backpack", "product_id": "2524789262", "item_id": "4947717507", "price": 218.04, "options": {"color": "green", "size": "medium", "material": "leather", "compartment": "camera"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["574297338433"], "item_ids": ["4579334072", "1421289881", "6117189161", "4947717507"]}], "payment_history": [{"transaction_type": "payment", "amount": 1023.16, "payment_method_id": "credit_card_3124723"}], "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": "#W7387996"})
tool result
{"order_id": "#W7387996", "user_id": "mia_garcia_4516", "address": {"address1": "537 Main Street", "address2": "Suite 572", "city": "Indianapolis", "country": "USA", "state": "IN", "zip": "46229"}, "items": [{"name": "Gaming Mouse", "product_id": "5713490933", "item_id": "5796612084", "price": 158.89, "options": {"color": "RGB", "sensor type": "optical", "connectivity": "wired"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["200246490130"], "item_ids": ["5796612084"]}], "payment_history": [{"transaction_type": "payment", "amount": 158.89, "payment_method_id": "paypal_9497703"}], "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
Děkuji, Mia. Na základě vašeho účtu mám k dispozici dvě objednávky: **Objednávka #W5490111** (stav: doručeno) - Water Bottle (750ml, sklo, černá) - 54,85 $ - Mechanical Keyboard (linear, žádná podsvíceníMAJORBroken agreement: "podsvícení" is a neuter noun, so the determiner must be neuter "žádné podsvícení", not feminine "žádná"., 80%) - 268,77 $ - Action Camera (4K, vodotěsná, stříbrná) - 481,50 $ - Backpack (zelená, střední, kožená, fotoaparátový oddíl) - 218,04 $ **Objednávka #W7387996** (stav: doručeno) - Gaming Mouse (RGB, optický senzor, kabelový) - 158,89 $ Obě objednávky mají stav "doručeno", což znamená, že nelze zrušitMAJORMissing word: "zrušit" is transitive and refers back to the two orders, so the object pronoun is required -- "že je nelze zrušit". As written, the clause says "it is not possible to cancel" with no object. (zrušení je možné pouze pro objednávky ve stavu "čekající"). Můžete však vrátit nebo vyměnit položky z těchto objednávek. Pro vrácení položek potřebuji vědět: 1. Které konkrétní položky chcete vrátit (z které objednávky)MAJOR"z které" should be "ze které" -- the preposition "z" takes the form "ze" before forms of "který".? 2. Na kterou platební metodu chcete získat refundaci? Máte k dispozici: - PayPal (paypal_9497703) - Kreditní kartu Visa končící 7285 (credit_card_3124723) Prosím, potvrďte, které položky chcete vrátit a kterou platební metodu preferujete pro refundaci.
user
Chci vrátit všechno kromě klávesnice a myši. Takže z objednávky #W5490111 chci vrátit tu láhev na vodu, kameru a batoh. A refundaci chci na PayPal.
agent
Dobře, pojďme si potvrdit detaily vrácení: **Objednávka #W5490111** - vrácení položek: - Water Bottle (750ml, sklo, černá) - 54,85 $ - Action Camera (4K, vodotěsná, stříbrná) - 481,50 $ - Backpack (zelená, střední, kožená, fotoaparátový oddíl) - 218,04 $ Celková hodnota k refundaci: 754,39 $ Refundace bude provedena na váš PayPal účetMINOR"Celková hodnota k refundaci" is a word-for-word calque of "total value to be refunded"; a native would write "Celková částka k vrácení" (one refunds an amount, not a "value"). (paypal_9497703). Po potvrzení se stav objednávky změní na "return requested" a obdržíte e-mail s podrobnými instrukcemi, jak a kam položky vrátit. Potvrzujete, že chcete vrátit tyto tři položky z objednávky #W5490111 s refundací na PayPal? Odpovězte "ano" pro potvrzení.
user
Ano, potvrzuji.
agent
→ return_delivered_order_items({"item_ids": ["4579334072", "6117189161", "4947717507"], "order_id": "#W5490111", "payment_method_id": "paypal_9497703"})
tool result (error)
Error: Payment method should be the original payment method
agent
Omlouvám se, ale podle pravidel musím použít původní platební metodu pro refundaci. Původní platba za objednávku #W5490111 byla provedena kreditní kartou Visa končící 7285 (credit_card_3124723). Chcete tedy vrátit tyto tři položky z objednávky #W5490111 s refundací na původní kreditní kartu? - Water Bottle (750ml, sklo, černá) - 54,85 $ - Action Camera (4K, vodotěsná, stříbrná) - 481,50 $ - Backpack (zelená, střední, kožená, fotoaparátový oddíl) - 218,04 $ Celková hodnota k refundaci: 754,39 $ Potvrzujete?MINORSame calque as above: "Celková hodnota k refundaci" should naturally be "Celková částka k vrácení". Odpovězte "ano" pro potvrzení.
user
To je absurdní! Proč nemůžu dostat peníze na PayPal, když ho mám taky u vás registrovaný? To je moje peníze a já chci rozhodovat, kam mi je pošlete! Tohle je špatný zákaznický servis. Chci mluvit s člověkem, hned!
agent
→ transfer_to_human_agents({"summary": "User Mia Garcia (mia_garcia_4516) wants to return 3 items (Water Bottle, Action Camera, Backpack) from delivered order #W5490111. She requested the refund to go to her PayPal account, but policy requires refunds to go to the original payment method (credit card ending in 7285) or an existing gift card. The user is dissatisfied with this restriction, considers it poor customer service, and has explicitly demanded to speak to a human agent immediately."})
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.