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

English vs Czech · task 66

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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) · 217s · user_stop
agent
Hi! How can I help you today?
user
Hi there! I recently placed an order that includes a luggage set, but I've changed my mind and I'd actually like to 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? Alternatively, I can also look you up using your first name, last name, and zip code if you prefer.
user
I don't remember my email address off the top of my head, but I can give you my name and zip code. It's Aarav Lee, and my zip code is 85025.
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
Thank you for providing your information, Aarav. I've located your account and can see you have two orders: #W3361211 and #W3586556. I can see that order #W3361211 is currently in "pending" status and includes a Luggage Set (2-piece, red, softshell) among other items. However, I need to inform you about an important policy limitation: When modifying items in a pending order, you can only change an item to a different variant of the **same product type**. For example, you could change the luggage set to a different color, piece count, or material, but you cannot change it to a completely different product type like a coat. The policy states: "There cannot be any change of product types, e.g. modify shirt to shoe." So unfortunately, you cannot swap the luggage set for a coat. You would need to: 1. Cancel the entire order (if you no longer need it) and place a new order with the items you want, or 2. Keep the luggage set and modify it to a different variant of the same luggage product (if available) Would you like me to: - Check what other variants are available for the luggage set product? - Help you cancel the order instead? - Look at your other order (#W3586556) to see if that's the one you're referring to? Please let me know how you'd like to proceed.
user
I see, so I can't swap it for a coat directly. That's disappointing. Since I can't change it to what I actually want, I'd prefer to just return the luggage set specifically. I don't want to cancel the whole order if I don't have to—there are other items in there I still need. Can you process a return for just that one item?
agent
I understand your preference to keep the other items and just return the luggage set. However, I need to inform you that **returns can only be processed for orders that have been delivered**, not for pending orders. Your order #W3361211 is currently in "pending" status, which means it hasn't been delivered yet. According to our policy, returns are only available once an order status changes to "delivered". Since your order is still pending, your options are: 1. **Wait for delivery**: Once the order is delivered, you can return the luggage set item specifically. 2. **Cancel the entire order**: If you no longer need any of the items, I can help you cancel the whole order. You would need to provide a reason (either "no longer needed" or "ordered by mistake"). 3. **Modify the luggage set to a different variant**: If you want to keep the luggage but change its options (like color, piece count, or material), I can help with that, but it must remain the same product type (luggage set). Would you like me to: - Check what other luggage set variants are available for you to modify to? - Help you cancel the entire order instead? - Or would you prefer to wait until the order is delivered to process the return? Please let me know how you'd like to proceed.
user
Since I can't swap it for the coat and I can't return just the luggage set while it's still pending, I'll just cancel the entire order. It's not worth the hassle of waiting for delivery just to send it back. The reason is that I no longer need it.
agent
I understand. Before I proceed with the cancellation, please review the details below: **Cancellation Details:** - **Order ID:** #W3361211 - **Reason:** no longer needed - **Refund Method:** The refund will be processed to your original payment method (Visa credit card ending in 4451). Since it's a credit card, the refund will take 5-7 business days to appear in your account. Please confirm with a "yes" if you would like me to proceed with cancelling this order.
user
Yes, please proceed with the cancellation.
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 with the reason "no longer needed". **Cancellation Confirmation:** - **Order ID:** #W3361211 - **Status:** Cancelled - **Refund Amount:** $1,464.00 - **Refund Method:** Visa credit card ending in 4451 - **Refund Timeline:** 5-7 business days The refund has been initiated and will appear in your account within 5-7 business days. Is there anything else I can assist you with today?
user
No, that's all I needed. Thanks for your help! ###STOP###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (7/7 turns in cs) · 151s · user_stop
Czech language judge: 1 major 1 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Rád bych změnil svou objednávku. Objednal jsem si u vás sadu zavazadel, ale chtěl bych ji vyměnit za kabát. Je něco takového možné?
agent
Dobrý den! Abych vám mohl pomoci s vaší objednávkou, musím nejprve ověřit vaši identitu. Mohli byste mi prosím sdělit svou e-mailovou adresu, kterou jste použili při objednávce?
user
Bohužel si svou e-mailovou adresu nepamatuji. Jmenuji se Aarav Lee a bydlím v Phoenixu, AZ 85025. Dalo by se to ověřit i jinak?
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! Našel jsem vaši objednávku #W3361211, která je stále ve stavu "pending" (čekající na zpracování). Tato objednávka obsahuje: - Sada zavazadel (2dílná, červená, softshell) - 499,29 USD - Chytré hodinky (černé, kožený řemínek, AMOLED displej) - 375,03 USD - Puzzle (1500 dílků, motiv zvířata, začátečník) - 45,39 USD - Kancelářská židle (mesh, červená, bez opěrek, standardní výška opěradla) - 544,29 USD Bohužel nemohu provést výměnu sady zavazadel za kabát, protože podle našich pravidel lze položky v objednávce upravit pouze na jiné varianty téhož produktu (např. jinou barvu nebo velikost), ale nelze měnit typ produktu. To znamená, že nelze vyměnit sadu zavazadel za kabát, protože se jedná o zcela odlišné produkty. Pokud byste chtěl, mohu vám pomoci s úpravou sady zavazadel na jinou variantu téže sady zavazadel (např. jinou barvu nebo počet dílů), pokud je taková varianta dostupná. Nebo bychom mohli zvážit zrušení této objednávky a vytvoření nové s požadovaným zbožím. Co byste chtěl dělat?
user
Chápu. Takže nemůžete změnit sadu zavazadel na kabát. V tom případě bych chtěl vrátit konkrétně tu sadu zavazadel. Je to možné?
agent
Bohužel, vrácení zboží je možné pouze u objednávek, které mají status **„delivered" (doručené)**. Vaše objednávka #W3361211 je stále ve stavu **„pending" (čekající na zpracování)**, takže vrácení v tuto chvíli není možné. Pro objednávky ve stavu „pending" máte k dispozici dvě možnosti: 1. **Zrušení objednávky** – celá objednávka bude zrušena a platba vám bude vrácena (okamžitě, pokud byla hrazena dárkovou kartou, nebo do 5–7 pracovních dnů u kreditní karty). 2. **Úprava položek** – můžete vyměnit sadu zavazadel za jinou variantu téže sady zavazadel (např. jinou barvu nebo počet dílů), ale nelze měnit typ produktu. Kterou z těchto možností byste si přál zvolit, nebo byste potřeboval poradit s něčím dalším?
user
V tom případě bych chtěl zrušit celou objednávku.
agent
Rád vám pomohu s zrušením objednávky #W3361211.MAJOROrthographic/grammar error: the preposition "s" must be written as "se" before words beginning with z/ž/s/š + consonant. Since "zrušením" starts with "zr-", the correct form is "se zrušením". Pro dokončení procesu potřebuji znát důvod zrušení. Můžete vybrat jeden z následujících dvou důvodů: - `no longer needed` (již nepotřebuji) - `ordered by mistake` (omylem objednáno) Který důvod zvolíte? Po vašem potvrzení bude objednávka zrušena a částka 1464,00 USD vám bude vrácena na původní kreditní kartu (Visa končící číslicemi 4451) do 5–7 pracovních dnů. Potvrzujete zrušení celé objednávky #W3361211? (Ano/Ne)
user
Ano, potvrzuji zrušení celé objednávky. Důvod je `no longer needed`.
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
Vaše objednávka #W3361211 byla úspěšně zrušena s důvodemMINOR"zrušena s důvodem" is a calque of English "cancelled with reason". A native speaker would write "byla zrušena z důvodu", "s uvedením důvodu", or "Důvod zrušení: ...". „no longer needed". Částka 1464,00 USD vám bude vrácena na původní kreditní kartu (Visa končící číslicemi 4451) do 5–7 pracovních dnů. Je pro vás ještě něco dalšího, s čím mohu pomoci?
user
Ne, to je vše. Děkuji za pomoc!
agent
Nebylo zač! Pokud budete v budoucnu potřebovat jakoukoli pomoc, neváhejte se na nás obrátit. Přeji vám hezký den!
user
###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.