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

English vs Czech · task 40

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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 know how much balance does your gift card have. Also, for your recent order, whether you used your visa, mastercard, or amex credit card. You also wonder if you can apply the gift card balance to the order. If not, you want to change your payment method to visa, because the other two cards have a lot of balance.
known to the user
You are Isabella Lopez, and your email address is isabella.lopez3271@example.com.
how to behave
You are a young college student under the pressure of final exams and student loans, so you are a bit anxious and want to get things done quickly.
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 their gift card balance is $60.
  • Agent should tell the user their recent order was paid with a Mastercard.
database actions required
  • find_user_id_by_email({"email": "isabella.lopez3271@example.com"})
  • get_user_details({"user_id": "isabella_lopez_6490"})
  • get_order_details({"order_id": "#W4923227"})
  • modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "credit_card_8897086"})
must be communicated to the user
  • 60
  • mastercard
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (8/8 turns in en) · 224s · user_stop
judge assertions (2)
met
Agent should tell the user their gift card balance is $60.
After authenticating the user and retrieving their account information, the agent explicitly stated: 'Your gift card (gift_card_8245350) has a balance of $60.00.' This directly satisfies the expected outcome.
met
Agent should tell the user their recent order was paid with a Mastercard.
After looking up the order details, the agent stated: 'Your recent order (#W4923227) was paid for using your Mastercard ending in 4336.' This matches the payment history in the order data (credit_card_8554680, a Mastercard) and directly satisfies the expected outcome.
agent
Hi! How can I help you today?
user
Hi! I'm kind of in a rush — finals week, you know how it is. I have a few quick questions. First, can you tell me how much balance is left on my gift card?
agent
I'd be happy to help you with your questions! However, I need to authenticate your identity first before I can access your account information. Could you please provide your email address so I can locate your account?
user
Sure, it's isabella.lopez3271@example.com.
agent
→ find_user_id_by_email({"email": "isabella.lopez3271@example.com"})
tool result
isabella_lopez_6490
agent
→ get_user_details({"user_id": "isabella_lopez_6490"})
tool result
{"user_id": "isabella_lopez_6490", "name": {"first_name": "Isabella", "last_name": "Lopez"}, "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "email": "isabella.lopez3271@example.com", "payment_methods": {"credit_card_8897086": {"source": "credit_card", "id": "credit_card_8897086", "brand": "visa", "last_four": "8902"}, "gift_card_8245350": {"source": "gift_card", "id": "gift_card_8245350", "balance": 60.0}, "credit_card_8554680": {"source": "credit_card", "id": "credit_card_8554680", "brand": "mastercard", "last_four": "4336"}, "paypal_1621947": {"source": "paypal", "id": "paypal_1621947"}}, "orders": ["#W4923227"]}
agent
Your gift card (gift_card_8245350) has a balance of $60.00. Is there anything else I can help you with?
user
$60, okay good to know! Also, I placed an order recently and I can't remember which credit card I used — was it my Visa, Mastercard, or Amex?
agent
→ get_order_details({"order_id": "#W4923227"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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
Your recent order (#W4923227) was paid for using your Mastercard ending in 4336. Is there anything else I can help you with?
user
Ugh, I was hoping it wasn't the Mastercard. Can I apply my gift card balance to that order instead? Or if that's not possible, can I switch the payment to my Visa? The Mastercard and Amex both have pretty high balances right now and I'm trying to keep them down.
agent
Your order total is $321.18. Unfortunately, your gift card balance of $60.00 isn't enough to cover the full amount. However, you can switch the payment method to your Visa ending in 8902. Would you like me to proceed with modifying the payment method to your Visa? Please confirm with yes or no.
user
Wait — so I can't use the gift card at all on this order? Like, I can't apply the $60 toward it and put the rest on my Visa?
agent
Unfortunately, our system only allows a single payment method per order. You cannot split the payment between your gift card and a credit card. You would need to switch the entire order payment to your Visa ending in 8902, or keep it on your Mastercard. Would you like to proceed with switching the payment method to your Visa? Please confirm with yes or no.
user
Okay, that's annoying but fine — yes, please switch it to my Visa.
agent
→ modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "credit_card_8897086"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}, {"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8897086"}, {"transaction_type": "refund", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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
Your payment method has been successfully switched to your Visa ending in 8902. Your Mastercard ending in 4336 has been refunded for the full amount of $321.18. The refund will be processed within 5-7 business days. Is there anything else I can help you with?
user
Perfect, thank you! That's everything I needed. Really appreciate the quick help!
agent
You're very welcome, Isabella! I'm glad I could help you get that sorted out quickly. Good luck with your finals week, and feel free to reach out if you need anything else in the future. Have a great day!
user
Thanks so much! Have a great day too! ###STOP###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (6/6 turns in cs) · 205s · user_stop
judge assertions (2)
met
Agent should tell the user their gift card balance is $60.
The agent explicitly stated 'Zůstatek na dárkové kartě: 60,00 USD' (Gift card balance: 60.00 USD), which matches the expected outcome of informing the user their gift card balance is $60.
met
Agent should tell the user their recent order was paid with a Mastercard.
The agent stated 'Platba: Mastercard končící číslicemi 4336' (Payment: Mastercard ending in 4336) when describing the recent order #W4923227, which correctly informs the user that their recent order was paid with a Mastercard.
Czech language judge: 1 major 2 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Jsem Isabella Lopez a potřebovala bych rychle vyřešit pár věcí, mám teď hrozně naspěch kvůli zkouškám. Zajímalo by mě, kolik mám zůstatek na své dárkové kartě, a taky bych chtěla vědět, jakou kartou jsem platila svou poslední objednávku – jestli to byla visa, mastercard, nebo amex. A jestli by náhodou šlo na tu objednávku použít zůstatek z té dárkové karty.
agent
Dobrý den, Isabello! Rád vám pomohu. Abych vám mohl poskytnout informace o vašem účtu, potřebuji se nejprve ověřitMINORThe reflexive "ověřit se" makes the sentence say that the agent needs to verify itself. The intended meaning is that the agent must verify the customer: "potřebuji vás nejprve ověřit" or "potřebuji nejprve ověřit vaši totožnost".. Můžete mi prosím sdělit svou e-mailovou adresu? Nebo pokud si nepamätujete e-mailMAJOR"nepamätujete" is not a Czech word form -- the letter "ä" does not exist in Czech orthography. The verb "pamatovat (si)" conjugates as "nepamatujete". (Likely Slovak interference.), mohu vás ověřit pomocí jména a PSČ.
user
Jasně, můj e-mail je isabella.lopez3271@example.com.
agent
→ find_user_id_by_email({"email": "isabella.lopez3271@example.com"})
tool result
isabella_lopez_6490
agent
→ get_user_details({"user_id": "isabella_lopez_6490"})
tool result
{"user_id": "isabella_lopez_6490", "name": {"first_name": "Isabella", "last_name": "Lopez"}, "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "email": "isabella.lopez3271@example.com", "payment_methods": {"credit_card_8897086": {"source": "credit_card", "id": "credit_card_8897086", "brand": "visa", "last_four": "8902"}, "gift_card_8245350": {"source": "gift_card", "id": "gift_card_8245350", "balance": 60.0}, "credit_card_8554680": {"source": "credit_card", "id": "credit_card_8554680", "brand": "mastercard", "last_four": "4336"}, "paypal_1621947": {"source": "paypal", "id": "paypal_1621947"}}, "orders": ["#W4923227"]}
agent
→ get_order_details({"order_id": "#W4923227"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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 za ověření, Isabello. Zde jsou informace, které jste požadovala: **Zůstatek na dárkové kartě:** 60,00 USD **Poslední objednávka (#W4923227):** - Stav: pending (čekající) - Položka: Bluetooth Speaker (červený, 10 hodin výdrže baterie, voděodolný) - Cena: 321,18 USD - Platba: Mastercard končící číslicemi 4336 **Ohledně použití dárkové karty pro objednávku:** Vaše dárková karta má zůstatek 60,00 USD, ale celková cena objednávky je 321,18 USD. Podle pravidel obchodu můžete pro čekající objednávku změnit platební metodu pouze na jednu jinou platební metodu, a pokud zvolíte dárkovou kartu, musí mít dostatečný zůstatek na pokrytí celé částky. Protože váš zůstatek na dárkové kartě (60,00 USD) nestačí na pokrytí celé částky objednávky (321,18 USD), nemůžete změnit platební metodu na tuto dárkovou kartu. Můžete však změnit platební metodu na jinou z vašich platebních metod, které máte k dispozici: - Visa končící číslicemi 8902 - Mastercard končící číslicemi 4336 (aktuálně použitá) - PayPal účet Chcete-li změnit platební metodu objednávky na jinou z těchto metod, prosím, potvrďte mi, kterou metodu chcete použít, a já vám poskytnu podrobnosti o změně.
user
Dobře, takže dárkovou kartu použít nemůžu, protože nemá dost peněz. Tak prosím změňte tu platbu na visa, protože na těch ostatních kartách mám moc velký zůstatek.
agent
Rozumím. Pro změnu platební metody u objednávky #W4923227 z Mastercard (končící 4336) na Visa (končící 8902) potřebuji vaše potvrzení. **Podrobnosti změny:** - Objednávka: #W4923227 - Aktuální platba: Mastercard končící 4336 - Nová platba: Visa končící 8902 - Částka: 321,18 USD - Po potvrzení zůstane stav objednávky jako "čekající"MINOR"zůstane ... jako" is a calque of English "will remain as". A native speaker would write "zůstane stav objednávky „čekající“" or "stav objednávky zůstane „čekající“" without "jako".. Na původní Mastercard bude vrácena částka 321,18 USD do 5–7 pracovních dnů. Potvrzujete, že chcete provést tuto změnu platební metody? Odpovězte prosím "ano" nebo "ne".
user
Ano, potvrzuji.
agent
→ modify_pending_order_payment({"order_id": "#W4923227", "payment_method_id": "credit_card_8897086"})
tool result
{"order_id": "#W4923227", "user_id": "isabella_lopez_6490", "address": {"address1": "710 Sunset Drive", "address2": "Suite 176", "city": "Phoenix", "country": "USA", "state": "AZ", "zip": "85034"}, "items": [{"name": "Bluetooth Speaker", "product_id": "4768869376", "item_id": "7751905257", "price": 321.18, "options": {"color": "red", "battery life": "10 hours", "water resistance": "yes"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8554680"}, {"transaction_type": "payment", "amount": 321.18, "payment_method_id": "credit_card_8897086"}, {"transaction_type": "refund", "amount": 321.18, "payment_method_id": "credit_card_8554680"}], "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
Změna platební metody byla úspěšně provedena. **Potvrzení změny:** - Objednávka: #W4923227 - Nová platba: Visa končící číslicemi 8902 - Původní platba (Mastercard končící 4336) byla vrácena v plné výši 321,18 USD. Vrácení na kreditní kartu bude trvat 5–7 pracovních dnů. - Stav objednávky zůstává "čekající" (pending). Je pro vás ještě něco dalšího, co mohu vyřešit?
user
Ne, to je všechno, děkuji moc!
agent
Rádo se stalo, Isabello! Přeji vám hodně úspěchů u zkoušek. Pokud budete v budoucnu potřebovat jakoukoli pomoc, neváhejte se na nás obrátit. Hezký den!
user
Děkuji, nashledanou! ###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.