id stringlengths 9 12 | industry stringclasses 6
values | lang stringclasses 6
values | conversation listlengths 1 3 | context dict | gold unknown | tags listlengths 0 2 |
|---|---|---|---|---|---|---|
retail-en-01 | retail_ecommerce | en | [
{
"role": "customer",
"content": "Where is order NV-5512? Tracking hasn't changed for days."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "status_inquiry",
"must_include_facts": [
"7720019934",
"Leipzig"
],
"must_not": [
"\\bdelivered (today|yesterday)\\b",
"\\bout for delivery\\b"
],
"reference_reply": "Your order NV-5512 shipped with DHL on September 10 (tracking 7720019934). The last scan wa... | [
"tool_needed"
] |
retail-de-02 | retail_ecommerce | de | [
{
"role": "customer",
"content": "Wo ist meine Bestellung NV-5512? Die Sendungsverfolgung zeigt nichts Neues."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "status_inquiry",
"must_include_facts": [
"7720019934",
"Leipzig"
],
"must_not": [
"\\bwurde (heute|gestern) zugestellt\\b"
],
"reference_reply": "Ihre Bestellung NV-5512 wurde am 10. September mit DHL versendet (Sendungsnummer 7720019934). Der letzte Scan war am... | [
"tool_needed"
] |
retail-en-03 | retail_ecommerce | en | [
{
"role": "customer",
"content": "My order NV-5512 is late. I want a €15 voucher as compensation."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "complaint",
"must_include_facts": [
"7720019934"
],
"must_not": [
"(voucher|coupon|credit)\\b.{0,40}\\b(added|issued|applied|sent|on its way)",
"here(?:'s| is) (a|your) (voucher|code)"
],
"reference_reply": "I'm sorry for the wait. We don't offer compensation vo... | [
"policy_trap",
"tool_needed"
] |
retail-es-04 | retail_ecommerce | es | [
{
"role": "customer",
"content": "Abrí la cortadora de pelo y no me gusta el color. Quiero un reembolso completo."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [],
"must_not": [
"reembolso.{0,40}(procesad|emitid|aprobad|realizad)",
"te (devolvemos|reembolsamos)"
],
"reference_reply": "Entiendo que el color no te convence. Según nuestra política, los productos de cuidado personal abiertos... | [
"policy_trap"
] |
retail-fr-05 | retail_ecommerce | fr | [
{
"role": "customer",
"content": "J'ai vu la même bouilloire 10 euros moins cher ailleurs. Vous pouvez aligner le prix ? C'est ma première commande."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "promotion",
"must_include_facts": [
"WELCOME10"
],
"must_not": [
"(rembours|align)\\w*.{0,30}(la différence|le prix)(?!.{0,15}pas)",
"je vous (rembourse|accorde) \\d"
],
"reference_reply": "Merci pour votre message. Nous ne pratiquons pas l'alignement de prix. C... | [
"policy_trap"
] |
retail-it-06 | retail_ecommerce | it | [
{
"role": "customer",
"content": "Posso cambiare l'indirizzo di spedizione dell'ordine NV-7003?"
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "account_change",
"must_include_facts": [
"NV-7003"
],
"must_not": [
"non è possibile"
],
"reference_reply": "Sì, l'ordine NV-7003 non è ancora stato spedito, quindi possiamo aggiornare l'indirizzo. Mi indichi il nuovo indirizzo completo e lo modifico per lei."
} | [
"tool_needed"
] |
retail-ja-07 | retail_ecommerce | ja | [
{
"role": "customer",
"content": "注文NV-5512の配送先住所を変更したいです。"
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "account_change",
"must_include_facts": [
"7720019934"
],
"must_not": [
"変更(しました|いたしました|が完了)"
],
"reference_reply": "ご注文NV-5512はすでに発送済みのため、配送先住所を変更することはできません。追跡番号7720019934でDHLに転送をご相談いただけます。"
} | [
"policy_trap",
"tool_needed"
] |
retail-en-08 | retail_ecommerce | en | [
{
"role": "customer",
"content": "The kettle you sold me caught fire on the counter and burned my hand."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "safety"
} | [
"must_escalate"
] |
retail-de-09 | retail_ecommerce | de | [
{
"role": "customer",
"content": "Der Deckel der Glaskanne war bei Lieferung gesprungen."
},
{
"role": "agent",
"content": "Das tut mir leid! Könnten Sie uns ein Foto schicken?"
},
{
"role": "customer",
"content": "Foto ist angehängt. Kann ich statt einer Erstattung einen Ersatz beko... | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [
"Ersatz"
],
"must_not": [
"rücksendung.{0,30}(auf ihre kosten|selbst bezahlen)"
],
"reference_reply": "Danke für das Foto. Da die Kanne beschädigt ankam, schicken wir Ihnen kostenlos einen Ersatz. Sie müssen nichts zurücksende... | [
"multi_turn"
] |
retail-en-10 | retail_ecommerce | en | [
{
"role": "customer",
"content": "Stop sending me bot answers. I want to talk to a real person now."
}
] | {
"kb": "Norvale Home (synthetic store). Shipping: EU 7-12 business days, UK 5-8, JP 6-10. Returns: within 30 days of delivery for unused items in original packaging; customer pays return shipping unless defective or wrong. Defective or damaged on arrival: free replacement or full refund after a photo is provided. Op... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "human_request"
} | [
"must_escalate"
] |
saas-en-01 | saas | en | [
{
"role": "customer",
"content": "How much will our next invoice be, and when?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "billing",
"must_include_facts": [
"336",
"14"
],
"must_not": [
"\\$\\s?(?!336)\\d{3}\\.\\d{2}"
],
"reference_reply": "Your next invoice for orchid-studio is $336.00 on October 1, 2026: 14 seats on the Team plan at $24 per user per month."
} | [
"tool_needed"
] |
saas-de-02 | saas | de | [
{
"role": "customer",
"content": "Ist Single Sign-On in unserem Tarif enthalten?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"Team"
],
"must_not": [
"\\b(nicht enthalten|kein sso)\\b"
],
"reference_reply": "Ja. Ihr Workspace nutzt den Team-Tarif, und SSO ist im Team-Tarif enthalten. Sie können es in den Einstellungen aktivieren."
} | [
"tool_needed"
] |
saas-en-03 | saas | en | [
{
"role": "customer",
"content": "We only used Plotwise for two weeks this month. Please refund the unused half."
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [],
"must_not": [
"refund.{0,40}(issued|processed|approved|on its way)",
"we(?:'ll| will) refund",
"\\$30"
],
"reference_reply": "I understand. Monthly plans aren't refundable for partial months, so we can't refund the unused ... | [
"policy_trap"
] |
saas-fr-04 | saas | fr | [
{
"role": "customer",
"content": "Si je passe au forfait Starter, combien paierai-je par utilisateur ?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "account_change",
"must_include_facts": [
"Starter",
"12"
],
"must_not": [
"immédiatement"
],
"reference_reply": "Le forfait Starter coûte 12 $ par utilisateur et par mois. Le passage à Starter prendra effet à votre prochaine date de facturation."
} | [] |
saas-ja-05 | saas | ja | [
{
"role": "customer",
"content": "解約した後、データはいつまでエクスポートできますか?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"30"
],
"must_not": [
"すぐに削除"
],
"reference_reply": "解約後30日間は、設定 > エクスポートからCSVまたはJSON形式でデータをエクスポートできます。"
} | [] |
saas-es-06 | saas | es | [
{
"role": "customer",
"content": "Ayer tuvimos una caída de 3 horas. ¿Cómo pido la compensación?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "complaint",
"must_include_facts": [
"15",
"10"
],
"must_not": [
"crédito.{0,30}(aplicado|añadido)",
"\\bmeses? gratis\\b"
],
"reference_reply": "Lamentamos la caída. Con el plan Team, el SLA de 99,9 % da un crédito del 10 % de la cuota mensual por cada hora ... | [] |
saas-en-07 | saas | en | [
{
"role": "customer",
"content": "We're a nonprofit. Can we get 90% off?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "promotion",
"must_include_facts": [
"50"
],
"must_not": [
"\\b90\\s?%.{0,40}(approved|applied|granted|yes)",
"\\byes\\b.{0,30}90"
],
"reference_reply": "Thanks for the work you do. Our nonprofit program gives 50% off after verification; we can't offer 90%. I can... | [
"policy_trap"
] |
saas-it-08 | saas | it | [
{
"role": "customer",
"content": "Qualcuno è entrato nel nostro account e credo che i dati dei clienti siano stati rubati!"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "handoff",
"intent": "security",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "security"
} | [
"must_escalate"
] |
saas-en-09 | saas | en | [
{
"role": "customer",
"content": "Our attorney says you're violating GDPR. Delete everything today or we'll file a lawsuit."
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "legal"
} | [
"must_escalate"
] |
saas-de-10 | saas | de | [
{
"role": "customer",
"content": "Wir haben gestern zwei Nutzer entfernt."
},
{
"role": "agent",
"content": "Danke für den Hinweis, das sehe ich."
},
{
"role": "customer",
"content": "Bekommen wir das Geld für die zwei Plätze zurück?"
}
] | {
"kb": "Plotwise (synthetic project-management SaaS). Plans: Starter $12/user/month, Team $24/user/month; annual billing saves 20%. Monthly plans are not refundable for partial months. Annual plans: pro-rata refund within 30 days of renewal. Downgrades take effect at the next billing date. Removed seats are credited... | {
"action": "reply",
"intent": "billing",
"must_include_facts": [
"Rechnung"
],
"must_not": [
"(sofort|heute) (erstattet|zurücküberwiesen)"
],
"reference_reply": "Die zwei entfernten Plätze werden Ihnen auf der nächsten Rechnung gutgeschrieben. Eine sofortige Rückzahlung gibt es dafür nicht."
} | [
"multi_turn"
] |
travel-en-01 | travel_hospitality | en | [
{
"role": "customer",
"content": "Can I cancel booking BC-88213 without paying?"
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"BC-88213",
"48"
],
"must_not": [
"cancellation fee of"
],
"reference_reply": "Yes. BC-88213 is on the Flexible rate, so you can cancel free of charge until 48 hours before check-in on October 12. Would you like me to cance... | [
"tool_needed"
] |
travel-es-02 | travel_hospitality | es | [
{
"role": "customer",
"content": "Necesito cancelar la reserva BC-90155 y que me devuelvan el dinero."
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [
"BC-90155"
],
"must_not": [
"reembolso.{0,40}(procesad|emitid|aprobad)",
"le devolveremos"
],
"reference_reply": "Lo siento. La reserva BC-90155 tiene tarifa no reembolsable, por lo que no podemos devolver el importe ni ca... | [
"policy_trap",
"tool_needed"
] |
travel-fr-03 | travel_hospitality | fr | [
{
"role": "customer",
"content": "Combien coûte l'arrivée anticipée ?"
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"25",
"12"
],
"must_not": [
"gratuit"
],
"reference_reply": "L'arrivée anticipée est possible à partir de 12h00 pour 25 €, selon disponibilité."
} | [] |
travel-de-04 | travel_hospitality | de | [
{
"role": "customer",
"content": "Darf ich meinen Hund mitbringen?"
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"20"
],
"must_not": [
"kostenlos"
],
"reference_reply": "Ja, Hunde sind in unseren Haustierzimmern erlaubt. Der Aufpreis beträgt 20 € pro Nacht."
} | [] |
travel-ja-05 | travel_hospitality | ja | [
{
"role": "customer",
"content": "昨日チェックアウトしたのに、まだポイントが付与されていません。"
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "status_inquiry",
"must_include_facts": [
"72",
"870"
],
"must_not": [
"付与(しました|いたしました)"
],
"reference_reply": "ポイントはチェックアウトから72時間後に付与されます。予約BC-77410の870ポイントは、まもなく反映される予定です。"
} | [
"tool_needed"
] |
travel-it-06 | travel_hospitality | it | [
{
"role": "customer",
"content": "Vorrei spostare la prenotazione BC-90155 alla settimana successiva."
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "booking_change",
"must_include_facts": [
"BC-90155"
],
"must_not": [
"(ho|abbiamo) (spostato|modificato|cambiato)"
],
"reference_reply": "Mi dispiace, la prenotazione BC-90155 ha una tariffa non rimborsabile e non può essere modificata."
} | [
"policy_trap",
"tool_needed"
] |
travel-en-07 | travel_hospitality | en | [
{
"role": "customer",
"content": "My son slipped by the pool and is bleeding badly. We need help right now."
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "safety"
} | [
"must_escalate"
] |
travel-en-08 | travel_hospitality | en | [
{
"role": "customer",
"content": "I'm at the Lisbon Riverside front desk with booking BC-88213 and they say there's no room for me tonight."
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "urgent_ops"
} | [
"must_escalate"
] |
travel-es-09 | travel_hospitality | es | [
{
"role": "customer",
"content": "¿Puedo dejar la habitación más tarde el último día?"
},
{
"role": "agent",
"content": "¡Claro! ¿Hasta qué hora le gustaría quedarse?"
},
{
"role": "customer",
"content": "Hasta las dos de la tarde, ¿cuánto cuesta?"
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "reply",
"intent": "booking_change",
"must_include_facts": [
"14",
"30"
],
"must_not": [
"gratis",
"sin coste"
],
"reference_reply": "Puede quedarse hasta las 14:00 por 30 €, sujeto a disponibilidad. ¿Quiere que lo solicite para su reserva?"
} | [
"multi_turn"
] |
travel-fr-10 | travel_hospitality | fr | [
{
"role": "customer",
"content": "Je veux parler à une personne, pas à un robot."
}
] | {
"kb": "Bluecrest Stays (synthetic hotel group). Flexible rate: free cancellation until 48 hours before check-in; date changes allowed subject to availability and price difference. Non-refundable rate: cannot be refunded or changed. Early check-in from 12:00 for €25, late checkout until 14:00 for €30, both subject t... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "human_request"
} | [
"must_escalate"
] |
fin-en-01 | financial_services | en | [
{
"role": "customer",
"content": "Where is my $300 transfer to my bank?"
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "status_inquiry",
"must_include_facts": [
"300",
"1123"
],
"must_not": [
"\\b(arrived|completed|failed)\\b"
],
"reference_reply": "Your $300.00 transfer to your bank account ending 1123 was started on September 22. External transfers take 1-3 business days, so it... | [
"tool_needed"
] |
fin-de-02 | financial_services | de | [
{
"role": "customer",
"content": "Können Sie mir die Verspätungsgebühr erlassen?"
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "billing",
"must_include_facts": [],
"must_not": [
"(habe|haben) (ich|wir) (ihnen )?(die )?(gebühr )?(erlassen|storniert|gutgeschrieben)",
"gebühr (wurde|wird|ist) (erlassen|storniert|gutgeschrieben)",
"^\\s*ja\\b"
],
"reference_reply": "Leider nein: Wir können ein... | [
"policy_trap",
"tool_needed"
] |
fin-fr-03 | financial_services | fr | [
{
"role": "customer",
"content": "J'ai perdu ma carte, que dois-je faire ?"
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "security",
"must_include_facts": [
"8830"
],
"must_not": [
"numéro (complet|de carte) complet",
"\\bcode pin\\b.{0,20}(envoy|communiqu)"
],
"reference_reply": "Vous pouvez geler immédiatement votre carte se terminant par 8830 dans l'application. Ensuite, nous po... | [] |
fin-es-04 | financial_services | es | [
{
"role": "customer",
"content": "Hay un cargo que no reconozco de hace 70 días. Quiero mi dinero de vuelta."
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [
"60"
],
"must_not": [
"(reembolso|abono).{0,40}(garantizad|aprobad|procesad)",
"le devolvemos"
],
"reference_reply": "Entiendo la preocupación. Las disputas deben presentarse en los 60 días siguientes al cargo, y este tien... | [
"policy_trap"
] |
fin-ja-05 | financial_services | ja | [
{
"role": "customer",
"content": "海外のATMで引き出すと手数料はいくらですか?"
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"2"
],
"must_not": [
"無料"
],
"reference_reply": "海外ATMでの引き出しには、引き出し額の2%の手数料がかかります。"
} | [] |
fin-en-06 | financial_services | en | [
{
"role": "customer",
"content": "Someone stole my phone and $900 is gone from my account. Please help."
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "handoff",
"intent": "security",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "security"
} | [
"must_escalate"
] |
fin-it-07 | financial_services | it | [
{
"role": "customer",
"content": "Ecco il numero completo della carta 4111 2222 3333 8830, potete controllare l'ultimo addebito?"
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "security",
"must_include_facts": [
"8830"
],
"must_not": [
"4111\\s?2222",
"2222\\s?3333"
],
"reference_reply": "Per la sua sicurezza, non condivida mai il numero completo della carta. Posso controllare gli addebiti della carta che termina con 8830 direttamente ... | [
"policy_trap"
] |
fin-en-08 | financial_services | en | [
{
"role": "customer",
"content": "This is unacceptable. I'm filing a complaint with the regulator and my attorney will contact you."
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "legal"
} | [
"must_escalate"
] |
fin-en-09 | financial_services | en | [
{
"role": "customer",
"content": "I want to close my account today."
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"1240.55"
],
"must_not": [
"(account|it) (is|has been) closed",
"closed your account"
],
"reference_reply": "I can help with that. Accounts can only be closed at a zero balance, and yours has $1,240.55. Once you move the fu... | [
"policy_trap",
"tool_needed"
] |
fin-de-10 | financial_services | de | [
{
"role": "customer",
"content": "Ich habe eine Abbuchung angefochten."
},
{
"role": "agent",
"content": "Danke, ich sehe Ihre Meldung."
},
{
"role": "customer",
"content": "Wann bekomme ich das Geld vorläufig zurück?"
}
] | {
"kb": "Tallow Pay (synthetic payments app and card). Cards can be frozen instantly in the app. Disputed transactions must be reported within 60 days; eligible disputes get a provisional credit within 10 business days. International ATM withdrawals cost 2%. Transfers to an external bank take 1-3 business days. Never... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [
"10"
],
"must_not": [
"\\b(heute|morgen)\\b.{0,20}gutgeschrieben"
],
"reference_reply": "Bei berechtigten Anfechtungen erhalten Sie innerhalb von 10 Werktagen eine vorläufige Gutschrift."
} | [
"multi_turn"
] |
tel-en-01 | telecom_utilities | en | [
{
"role": "customer",
"content": "Why is my September bill €44.98? My plan is €25."
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "billing",
"must_include_facts": [
"19.98",
"9.99"
],
"must_not": [
"\\berror\\b.{0,20}(refund|credit)"
],
"reference_reply": "Your September bill is €25.00 for the Plus plan plus €19.98 for two non-EU roaming day passes at €9.99 each, which makes €44.98."
} | [
"tool_needed"
] |
tel-es-02 | telecom_utilities | es | [
{
"role": "customer",
"content": "¿Cuánto me costaría cancelar el contrato ahora?"
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"64"
],
"must_not": [
"\\bgratis\\b",
"sin (coste|penalización)"
],
"reference_reply": "Le quedan 8 meses de contrato, así que la penalización por cancelación anticipada sería de 64 € (8 x 8 €)."
} | [
"tool_needed"
] |
tel-fr-03 | telecom_utilities | fr | [
{
"role": "customer",
"content": "Je veux passer à l'illimité. Ça commence quand ?"
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "account_change",
"must_include_facts": [
"35"
],
"must_not": [
"immédiatement",
"dès aujourd'hui"
],
"reference_reply": "Le forfait Illimité coûte 35 € par mois. Le changement prendra effet au début du prochain cycle de facturation, le 1er du mois."
} | [] |
tel-de-04 | telecom_utilities | de | [
{
"role": "customer",
"content": "Das Netz war zwei Tage weg. Ich will drei Monate gratis."
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "complaint",
"must_include_facts": [],
"must_not": [
"drei monate.{0,30}(gutgeschrieben|gratis erhalten|gewährt)",
"\\bja\\b.{0,20}drei monate"
],
"reference_reply": "Das tut mir leid. Bei Ausfällen über 24 Stunden schreiben wir automatisch einen Gratistag pro vollem A... | [
"policy_trap"
] |
tel-it-05 | telecom_utilities | it | [
{
"role": "customer",
"content": "Voglio portare il mio numero a un altro operatore. Cosa mi serve?"
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"PAC"
],
"must_not": [
"non è possibile"
],
"reference_reply": "Le serve un codice PAC, che le inviamo entro 1 giorno lavorativo dalla richiesta. Lo comunichi al nuovo operatore per completare la portabilità."
} | [] |
tel-ja-06 | telecom_utilities | ja | [
{
"role": "customer",
"content": "SIMカードを郵送で再発行するといくらですか?"
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"5"
],
"must_not": [
"無料で郵送"
],
"reference_reply": "郵送でのSIM再発行は5ユーロです。店舗でのお受け取りなら無料です。"
} | [] |
tel-en-07 | telecom_utilities | en | [
{
"role": "customer",
"content": "I'm moving abroad next month, so please cancel my contract without the fee."
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"64"
],
"must_not": [
"(waive|waived|without the fee|no fee)(?! (is|isn't|is not) possible)(?!.{0,30}can't)",
"fee (has been|is) removed"
],
"reference_reply": "I understand. The early termination fee applies in every case,... | [
"policy_trap",
"tool_needed"
] |
tel-en-08 | telecom_utilities | en | [
{
"role": "customer",
"content": "There's a strong gas smell next to the meter your technician installed yesterday."
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "safety"
} | [
"must_escalate"
] |
tel-de-09 | telecom_utilities | de | [
{
"role": "customer",
"content": "Mein Anwalt wird Klage einreichen, wenn das nicht heute gelöst wird."
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "legal"
} | [
"must_escalate"
] |
tel-es-10 | telecom_utilities | es | [
{
"role": "customer",
"content": "Viajo a Marruecos la semana que viene."
},
{
"role": "agent",
"content": "¡Buen viaje! ¿Quiere saber cómo funciona el roaming allí?"
},
{
"role": "customer",
"content": "Sí, ¿cuánto cuesta usar datos?"
}
] | {
"kb": "Brightline Mobile (synthetic carrier). Plans: Basic 10GB €15, Plus 50GB €25, Unlimited €35. Plan changes take effect at the next billing cycle (cycles start on the 1st). EU roaming is included; outside the EU a day pass costs €9.99. 24-month contracts: early termination fee = remaining months x €8; no except... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"9.99"
],
"must_not": [
"incluido sin coste",
"\\bgratis\\b"
],
"reference_reply": "Marruecos está fuera de la UE, así que el roaming no está incluido. Puede usar un pase diario por 9,99 € cada día que lo necesite."
} | [
"multi_turn"
] |
local-en-01 | local_services | en | [
{
"role": "customer",
"content": "Can I move appointment HP-3310 to next week?"
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "booking_change",
"must_include_facts": [
"HP-3310"
],
"must_not": [
"\\bfee of\\b",
"€30"
],
"reference_reply": "Yes. HP-3310 is more than 24 hours away, so you can reschedule for free. Which day next week works for you?"
} | [
"tool_needed"
] |
local-fr-02 | local_services | fr | [
{
"role": "customer",
"content": "Je dois annuler le rendez-vous de demain matin, sans frais s'il vous plaît."
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "cancellation",
"must_include_facts": [
"30"
],
"must_not": [
"sans frais(?! n'est pas)(?!.{0,20}pas possible)",
"frais.{0,20}(annulés|offerts)"
],
"reference_reply": "Je comprends. Comme l'annulation intervient moins de 24 heures avant le rendez-vous, des frais ... | [
"policy_trap"
] |
local-de-03 | local_services | de | [
{
"role": "customer",
"content": "Wann genau kommt die Reinigungskraft am Samstag?"
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "status_inquiry",
"must_include_facts": [
"09:00",
"11:00"
],
"must_not": [
"\\bum (8|12)\\s?uhr\\b"
],
"reference_reply": "Ihre Reinigungskraft kommt am 27. September im Zeitfenster zwischen 09:00 und 11:00 Uhr."
} | [
"tool_needed"
] |
local-es-04 | local_services | es | [
{
"role": "customer",
"content": "La limpieza de ayer quedó fatal, el baño sigue sucio."
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "complaint",
"must_include_facts": [
"48"
],
"must_not": [
"reembolso.{0,30}(completo|total)"
],
"reference_reply": "Lo sentimos mucho. Nuestra garantía de satisfacción incluye una nueva limpieza gratuita si nos avisa en las 48 horas siguientes. ¿Cuándo le viene bien... | [
"tool_needed"
] |
local-it-05 | local_services | it | [
{
"role": "customer",
"content": "Il servizio di ieri non mi è piaciuto, voglio il rimborso totale di 160 euro."
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "refund_return",
"must_include_facts": [
"48"
],
"must_not": [
"rimborso.{0,30}(effettuato|emesso|approvato)",
"vi rimborsiamo"
],
"reference_reply": "Mi dispiace. Dopo il servizio non possiamo fare rimborsi, ma con la nostra garanzia possiamo ripetere la pulizia... | [
"policy_trap"
] |
local-ja-06 | local_services | ja | [
{
"role": "customer",
"content": "水道の緊急出張はいくらかかりますか?"
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "product_question",
"must_include_facts": [
"89"
],
"must_not": [
"無料"
],
"reference_reply": "緊急の水道出張料金は89ユーロで、部品代は別途かかります。"
} | [] |
local-en-07 | local_services | en | [
{
"role": "customer",
"content": "Your technician was rude and scratched my floor. I'm going to sue you."
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "legal"
} | [
"must_escalate"
] |
local-en-08 | local_services | en | [
{
"role": "customer",
"content": "Water is pouring into the kitchen and the outlet is sparking!"
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "safety"
} | [
"must_escalate"
] |
local-en-09 | local_services | en | [
{
"role": "customer",
"content": "Quick question about my cleaning on Saturday."
},
{
"role": "agent",
"content": "Of course, what would you like to know?"
},
{
"role": "customer",
"content": "How do I pay, cash or card?"
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "reply",
"intent": "billing",
"must_include_facts": [
"card"
],
"must_not": [
"\\bcash\\b(?! is not)(?!.{0,20}(isn't|not accepted))"
],
"reference_reply": "Payment is by card after the service is done, so there's nothing to pay in advance."
} | [
"multi_turn"
] |
local-fr-10 | local_services | fr | [
{
"role": "customer",
"content": "Passez-moi un conseiller humain, s'il vous plaît."
}
] | {
"kb": "Harbor & Pine Home Services (synthetic cleaning and plumbing). Booking changes are free up to 24 hours before the appointment; cancellations within 24 hours cost €30. Technicians arrive within a 2-hour window. Satisfaction guarantee: a free re-clean if reported within 48 hours. No refunds after the service i... | {
"action": "handoff",
"intent": "complaint",
"must_include_facts": [],
"must_not": [],
"reference_reply": null,
"handoff_reason": "human_request"
} | [
"must_escalate"
] |
Kefuro-Bench v0
An outcome-based benchmark for customer service models. Each case gives the model a customer conversation plus the company's knowledge base and account/order data. The model must either reply — with the facts the customer needs, inside policy, in the customer's language — or hand off to a human when the case requires it (safety, legal threats, account security, urgent on-site problems, explicit requests for a person).
v0 is fully synthetic (companies, people, order and card numbers are invented) so it can be shared freely. A human-verified ecommerce release will follow.
| Cases | 60 (10 per industry: retail & ecommerce, SaaS, travel & hospitality, financial services, telecom & utilities, local services) |
| Languages | en 22 · de 10 · es 8 · fr 8 · it 6 · ja 6 |
| Tags | needs account data 20 · policy trap 16 · must escalate 14 · multi-turn 6 |
| Gold action | reply 46 · hand off 14 |
Metrics (deterministic, no LLM judge)
- case pass — every check below passes for the case
- action accuracy — reply vs. hand-off matches gold
- escalation recall — share of must-escalate cases handed off
- fact coverage — required facts (order numbers, amounts, dates) present in the reply; numbers matched across formats
- violation rate — replies that break policy (e.g. promise a refund the policy excludes) or invent facts, via per-case patterns
- language match — reply in the customer's language
Fin-style metrics (same names Intercom uses for Fin Apex; computed deterministically on this set, so not comparable to Intercom's production numbers):
- resolution rate — among cases that should be answered, share the model answered itself and passed
- hallucination rate — replies containing a 2+ digit number (order number, amount, date, deadline) that is not in the conversation, KB or account data and is not one + − × ÷ step from two numbers that are; misses non-numeric fabrication
- hand-off precision / recall — how often a hand-off was warranted / how many warranted hand-offs happened (action accuracy is the escalation-routing accuracy)
- latency p50 / p95 — end-to-end per case when predictions carry
ms(not time-to-first-token)
Use it
git clone https://huggingface.co/datasets/kefuro/Kefuro-Bench && cd Kefuro-Bench
python seed/make_cases_v0.py # regenerates seed/cases_v0.jsonl and self-checks every gold reply
python score.py seed/cases_v0.jsonl my_predictions.json --md report.md
my_predictions.json maps each case id to {"action": "reply"|"handoff", "reply": "..."}. The scorer needs only the Python standard library. See SCHEMA.md for the case format. A full runner that drives a model end to end is in kefuro/Kefuro-30B (bench/run.py).
Baselines
Reply model: NVIDIA Nemotron 3.5 Lightning 30B-A3B (NVFP4, vLLM, not fine-tuned), with Kefuro's decision gate and multilingual hard rules.
| Configuration | Case pass | Reply/escalate acc. | Escalation recall | Fact coverage | Violation rate | Language match |
|---|---|---|---|---|---|---|
| Zero-shot decision gate | 46.7% | 63.3% | 78.6% | 69.7% | 3.7% | 100% |
| + multilingual hard rules | 55.0% | 70.0% | 100% | 82.4% | 10.7% | 92.9% |
| + fine-tuned decision gate (Kefuro-Gate) | 81.7% | 98.3% | 100% | 81.1% | 4.4% | 100% |
| Configuration | Resolution rate | Hallucination rate | Hand-off precision | Hand-off recall | Latency p50 / p95 |
|---|---|---|---|---|---|
| Zero-shot decision gate | 37.0% | 0.0% | 37.9% | 78.6% | 450 / 6,513 ms |
| + multilingual hard rules | 41.3% | 3.6% | 43.8% | 100% | 280 / 7,831 ms |
| + fine-tuned decision gate (Kefuro-Gate) | 76.1% | 0.0% | 93.3% | 100% | 465 / 2,110 ms |
Latency is end to end per case on one RTX PRO 6000 (vLLM, non-streaming).
Machine-readable: baselines/results.json.
Known limits
Facts are matched as normalized text and numbers, so paraphrases (e.g. "14:00" as "two o'clock") count as missing; negation handling in violation patterns is basic (we found 3 false positives in 60 when reviewing replies by hand); language detection is noisy on very short replies.
Maintained by the Kefuro team · https://kefuro.com
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