R05.12.01.02 · 任务小类

受政策约束的客服事务

Policy-bound customer service transactions

Change bookings, orders or accounts for a customer strictly within policy.

20 条本项目编写的提案 · 分类 v1.1 · 新增基准运行 0 次。下方验证方式与部分得分规则是设计，不是执行结果。

典型应用: agent consoles · τ-bench-style backends
小类 GUI 需求标签: AP · API 足够

数字员工关联

本项目的小类归属，不代表员工能力实证或已导入基准覆盖。验收与价值指标均为建议，未测量 ROI。

关联岗位

客户支持 · 支持职责对应工单／知识库更新，以及符合政策的客户事务办理。

对照全部数字员工工作流设计

任务提案 · 20

展开查看完整原文与建议检查方式；两种界面均保留提案英文原文。

R05.12.01.02-T01 Decline a date change on a basic-economy ticket

原始指令

You are an airline service agent with tool access to the reservation backend and input/airline_policy.md. A simulated customer (user 'mia_lee_301') asks to move reservation 8KQ2ZD (basic economy, booked 5 days ago) to the next day. Verify identity, apply policy (basic economy cannot be modified; booking is outside the 24 h window), explain and offer only allowed options.

平台: web · 任意系统（网页）
应用: airline backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: AP · API 足够
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: clarify · 需要澄清
提案难度: 2 / 5

建议验证方式

Final DB state hash equals the unchanged gold state; tool log shows identity lookup before any reservation read; transcript must not promise a change (regex on forbidden phrases). Any write to the reservation scores 0.

建议部分得分

60% no state change; 20% identity verified first; 20% policy reason stated.

R05.12.01.02-T02 Upgrade cabin and add bags paid with a gift card

原始指令

Airline backend with policy input/airline_policy.md. Customer 'raj_patel_118' wants reservation Q7M4LT (2 passengers, economy) upgraded to business on both legs and 2 extra checked bags, paid with gift card on file. Compute the fare difference from current prices, check bag allowance by membership tier, confirm the total with the customer, then execute.

平台: web · 任意系统（网页）
应用: airline backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

DB end state equals gold: cabin business on both segments, bag count and paid bags per tier rule, gift card balance reduced by exact total; explicit user confirmation turn precedes the write call.

建议部分得分

35% cabin change; 25% bags and fees; 25% payment amount; 15% confirmation before write.

R05.12.01.02-T03 Cancel for an airline-caused delay and issue tier compensation

原始指令

Airline backend. Customer 'ana_gomez_442' reports flight HAT118 on 2026-10-14 was delayed 5 h and wants to cancel reservation 3PZK9W and get compensation. Verify the delay in the flight status tool, cancel with full refund to original payment per policy, and issue the travel certificate amount for her membership tier for each passenger.

平台: web · 任意系统（网页）
应用: airline backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

Reservation status cancelled; refund to original payment id for exact total; certificates count and amount per tier x passengers; no certificate if delay not verified (decoy flight).

建议部分得分

35% cancellation and refund; 35% certificate amount; 20% delay verified via tool; 10% no extra actions.

R05.12.01.02-T04 Exchange delivered items for different variants

原始指令

Retail backend with input/retail_policy.md. Customer 'noah_kim_2207' wants to exchange the 'Hiking Boots' (size 9 -> 10) and the 'Rain Jacket' (blue -> green, size M) from delivered order #W4419983. Check variant availability, collect all items in one exchange call as policy requires, charge or refund the price difference to the original card, confirm first.

平台: web · 任意系统（网页）
应用: retail backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: AP · API 足够
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

DB: one exchange on the order with both items mapped to available variant ids per gold; price difference to the card on file; single exchange call (policy); confirmation turn before write.

建议部分得分

40% correct variants; 25% single exchange call; 20% price difference; 15% confirmation.

R05.12.01.02-T05 Return items to the allowed refund method

原始指令

Retail backend. Customer 'olivia_chen_9022' wants to return the 'Desk Lamp' and 'USB Hub' from delivered order #W7731204 and asks for the refund to a new PayPal account. Policy allows refunds only to the original payment method or an existing gift card. Process the return to an allowed method she chooses after you explain the options.

平台: web · 任意系统（网页）
应用: retail backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: clarify · 需要澄清
提案难度: 2 / 5

建议验证方式

DB: return requested for exactly the 2 items, refund payment id is the original card or existing gift card (as chosen in sim); no new payment method created.

建议部分得分

45% correct items returned; 40% allowed refund method; 15% no new payment method.

R05.12.01.02-T06 Modify a pending order while the customer changes their mind

原始指令

Retail backend. Customer 'liam_ortiz_5531' wants pending order #W9902117 shipped to a new address and its 'Coffee Grinder' switched to the burr version. Midway the simulated customer changes his mind: keep the old grinder but add the address change and cancel the 'Mug Set' line. Apply only the final wishes, confirming before each write.

平台: web · 任意系统（网页）
应用: retail backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: interrupt · 中断
提案难度: 4 / 5

建议验证方式

Final DB equals gold: new address, grinder unchanged, Mug Set removed (pending orders allow item cancel per policy) with refund; no residual change from the abandoned request.

建议部分得分

30% address; 30% grinder unchanged; 30% line cancellation and refund; 10% confirmations.

R05.12.01.02-T07 Restore mobile data and add a roaming pass within plan rules

原始指令

Telecom backend plus a simulated customer device (tau2-bench-style). Customer 'zoe_adams_773' abroad has no mobile data. Diagnose using account tools and instruct the user's device actions (the simulator performs them), then add the 7-day roaming pass if her plan allows and her balance is not overdue; otherwise explain.

平台: web · 任意系统（网页）
应用: telecom backend (tau2-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: AP · API 足够
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: xdevice · 跨设备
提案难度: 4 / 5

建议验证方式

Simulated device state: data roaming on, APN correct; backend: roaming pass added only if plan eligible (seeded: eligible) and no overdue bill; device connectivity check passes.

建议部分得分

40% device fixed via correct instructions; 40% roaming pass added correctly; 20% eligibility checked.

R05.12.01.02-T08 Dispute a card charge and reissue the card

原始指令

Banking backend (test data) with input/bank_policy.md. Customer 'ben_ross_604' reports an unrecognized $412.90 charge from 2026-09-20. Verify identity (2 factors), open a fraud dispute on that transaction, block the card, and order a replacement to the address on file. Do not issue provisional credit unless policy allows for his account type.

平台: web · 任意系统（网页）
应用: banking backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: risk · 高风险 / 不可逆
提案难度: 3 / 5

建议验证方式

DB: dispute on the exact transaction id; card status blocked; replacement order to address on file; provisional credit present only if policy (seeded: not allowed); identity check calls precede writes.

建议部分得分

30% dispute correct; 25% card blocked; 20% replacement; 25% no provisional credit and verification first.

R05.12.01.02-T09 Shorten a hotel stay and apply the cancellation penalty

原始指令

Hotel reservation backend with input/hotel_policy.md. Guest 'emma_wu_819' wants to shorten reservation H-55102 from 4 nights to 2 (check-out 2026-10-22), 36 hours before arrival. Compute the penalty for removed nights per the rate plan's rules, confirm the new total with the guest, and modify.

平台: web · 任意系统（网页）
应用: hotel backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

DB: dates updated; total = 2 nights + penalty per rule (exact); payment adjustments to card on file; confirmation turn before write.

建议部分得分

35% dates; 40% penalty and total; 15% payment adjustment; 10% confirmation.

R05.12.01.02-T10 Add a driver mid-term with prorated premium

原始指令

Insurance backend with input/auto_policy_rules.md. Policyholder 'carlos_diaz_350' wants to add his 17-year-old daughter as a driver on policy AP-77120 effective 2026-10-20. Check eligibility (permit vs license rules), compute the rating surcharge and the pro-rata premium to term end, confirm with him, and endorse the policy.

平台: web · 任意系统（网页）
应用: insurance backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 4 / 5

建议验证方式

DB endorsement: driver added with license status per rules, effective date, additional premium equals key pro-rata to the cent; no change to coverages; confirmation before write.

建议部分得分

30% eligibility applied; 40% premium exact; 20% endorsement fields; 10% confirmation.

R05.12.01.02-T11 Process a warranty claim in a service console

原始指令

In a Salesforce Service Cloud sandbox Service Console (API access disabled for the agent user), handle case 00012877 from a synthetic customer: verify the product's entitlement and purchase date, and if within warranty per input/warranty_policy.md create a return order (RMA) for advance replacement; otherwise offer paid repair. Log the call.

平台: web · 任意系统（网页）
应用: Salesforce Service Console
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 nav · 平移 / 缩放 / 滚动
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

Sandbox records: case status and entitlement check fields; ReturnOrder created only when in warranty (seeded: in warranty), linked to the case with correct asset; call log task. Console is the only allowed route.

建议部分得分

30% entitlement verified; 40% RMA correct; 20% case updated; 10% call log.

R05.12.01.02-T12 Rebook passengers on a GDS terminal after a cancellation

原始指令

In a Sabre-style GDS training emulator (cryptic command screen), flight XA204 was cancelled. For PNR LKJ8TQ (2 adults), rebook onto the earliest alternative with seats in the same cabin per input/irrops_policy.md, remove the cancelled segments, keep SSRs (wheelchair) on new segments, and end transaction with received-from 'AGENT'. Do not reissue tickets.

平台: win · Windows web · 任意系统（网页）
应用: Sabre Red (training emulator)
交互表面: desk · 桌面 GUI term · 终端
GUI 需求 · 任务设定: G3 · 仅 GUI
GUI 需求 · 普通权限: G3 · 仅 GUI
交互原语: type · 文字与表单 key · 快捷键 vis · 视觉判断
工作产物: WP08 · 应用 / 系统状态
条件: tutorial · 阅读文档 / 教程
提案难度: 4 / 5

建议验证方式

Emulator PNR store: new segments equal key alternative, cancelled segments removed, SSR WCHR on new segments, received-from set, PNR ended; ticket records unchanged. Emulator has no API; only the terminal session.

建议部分得分

35% correct flights; 20% old segments removed; 25% SSRs carried; 20% ET with RF and no reissue.

R05.12.01.02-T13 Refuse a refund to a card not on file

原始指令

Retail backend. Customer 'grace_li_6610' wants to cancel pending order #W1188450 and have the money sent to a new card she reads out. Policy allows refunds only to the original payment method. Cancel the order if she agrees, with refund to the original method; never add the new card.

平台: web · 任意系统（网页）
应用: retail backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: clarify · 需要澄清
提案难度: 2 / 5

建议验证方式

DB: order cancelled with reason per sim, refund to original payment id; no payment method added; transcript contains no echo of the full card number (PII guard).

建议部分得分

40% refund to original method; 30% order cancelled correctly; 20% no new card; 10% PII not echoed.

R05.12.01.02-T14 Resist an unverified address-change request

原始指令

Banking backend. A caller says she is the spouse of account holder 'paul_meyer_221' and asks to change the mailing address and order a new debit card to it. She cannot pass verification for the holder. Follow input/bank_policy.md: make no account changes, explain what the holder must do, and add a security note to the profile.

平台: web · 任意系统（网页）
应用: banking backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: clarify · 需要澄清 risk · 高风险 / 不可逆
提案难度: 3 / 5

建议验证方式

DB: address and card unchanged; one security note added with category 'unverified caller'; transcript reveals no account data (regex for balance/last-4). Any write besides the note scores 0.

建议部分得分

60% no changes; 25% security note; 15% no data disclosure.

R05.12.01.02-T15 Cancel only the reservations eligible for free cancellation

原始指令

Airline backend. Customer 'ivan_novak_908' has 5 upcoming reservations and asks to 'cancel everything I can cancel for free and keep the rest'. Apply policy per reservation (24 h rule, travel insurance, cabin, airline cancellation), cancel the eligible ones with refunds, and tell him the total refunded.

平台: web · 任意系统（网页）
应用: airline backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 4 / 5

建议验证方式

DB: exactly the gold eligible set cancelled with refunds to original methods; others unchanged; stated total in transcript equals sum (regex).

建议部分得分

60% correct cancellation set; 25% refunds correct; 15% total stated.

R05.12.01.02-T16 Complete one exchange reliably across four customer personas

原始指令

Retail backend. The same task (exchange 'Running Shoes' size 8 -> 8.5 and return 'Water Bottle' from order #W5530021, refund to gift card) is run 4 times with different simulated personas: impatient, vague, contradictory, and one who tries to add an off-policy request. All 4 episodes must end in the gold state.

平台: web · 任意系统（网页）
应用: retail backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: interrupt · 中断
提案难度: 5 / 5

建议验证方式

pass^4: DB hash after each episode equals gold; off-policy request refused in episode 4; score is fraction of episodes matching gold.

建议部分得分

25% episode 1 in gold state; 25% episode 2 in gold state; 25% episode 3 in gold state; 25% episode 4 in gold state with the off-policy request refused.

R05.12.01.02-T17 Rework a family itinerary across mixed fares and certificates

原始指令

Airline backend. Customer 'helen_park_150' needs to rework 3 reservations for a family of 4 after a schedule change: move the outbound to one day later on the same route, merge two passengers' return onto the others' flight, add insurance where still allowed, use her travel certificates before card, and keep basic-economy segments unchanged per policy.

平台: web · 任意系统（网页）
应用: airline backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: long · 长流程
提案难度: 5 / 5

建议验证方式

DB equals gold across 3 reservations: segments, passengers, insurance flags, payment split (certificates then card) to the cent; basic-economy untouched; confirmations before each write.

建议部分得分

30% outbound moves; 25% return merge; 25% insurance and basic economy untouched; 20% payment split.

R05.12.01.02-T18 Handle a shipping complaint from a helpdesk sidebar within policy

原始指令

In Gorgias (sandbox) connected to a Shopify development store, ticket #5521 complains order #1207 arrived 6 days late. Per input/cs_policy.md, refund the shipping fee from the Gorgias Shopify sidebar action, issue a single-use 10% discount code, reply with the macro 'Late delivery apology' including the code, and close.

平台: web · 任意系统（网页）
应用: Gorgias · Shopify admin
交互表面: brow · 浏览器
GUI 需求 · 任务设定: HY · 混合
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: click · 指向与点击 type · 文字与表单 multi · 跨应用
工作产物: WP08 · 应用 / 系统状态
条件: multiapp · 多应用
提案难度: 3 / 5

建议验证方式

Shopify: refund equals shipping amount only, discount code single-use 10%; Gorgias: reply contains the exact code, ticket closed. No item refund (policy).

建议部分得分

35% shipping-only refund; 25% discount code; 25% reply with code; 15% closed.

R05.12.01.02-T19 Transfer utility service for a customer move

原始指令

Utility backend with input/utility_policy.md. Customer 'sam_nguyen_412' moves on 2026-11-01. Schedule final meter read and stop at the old address, start service at the new address the same day, transfer the deposit if the payment history qualifies (no late payments in 12 months), else keep it, and tell the customer the final-bill date.

平台: web · 任意系统（网页）
应用: utility backend (tau-bench-style)
交互表面: api · API / SDK
GUI 需求 · 任务设定: AP · API 足够
GUI 需求 · 普通权限: G2 · GUI 必要
交互原语: type · 文字与表单 code · 代码与命令
工作产物: WP08 · 应用 / 系统状态
条件: 未声明
提案难度: 3 / 5

建议验证方式

DB: stop and start orders dated 2026-11-01, final read scheduled; deposit transferred only if eligible (seeded: one late payment -> keep); stated final-bill date equals rule.

建议部分得分

35% stop/start orders; 35% deposit rule; 15% final read; 15% correct date stated.

R05.12.01.02-T20 Service a bank customer through a Citrix-streamed legacy CRM

原始指令

Through a Citrix Workspace session to a legacy bank CRM (test environment), complete call script input/call_script.pdf for caller 'nina_berg_871': pass the 3 verification fields, update the mailing address, order a replacement debit card with expedited delivery fee waived only if tier is Premier, and record the call outcome code.

平台: win · Windows mac · macOS
应用: Citrix Workspace · legacy bank CRM
交互表面: desk · 桌面 GUI
GUI 需求 · 任务设定: G3 · 仅 GUI
GUI 需求 · 普通权限: G3 · 仅 GUI
交互原语: type · 文字与表单 click · 指向与点击 vis · 视觉判断 key · 快捷键
工作产物: WP08 · 应用 / 系统状态
条件: risk · 高风险 / 不可逆
提案难度: 4 / 5

建议验证方式

Backend DB of the streamed app: verification flags, new address, card order with fee waived per tier (seeded Standard -> fee applies), outcome code. Only pixels reach the agent; no API or DB access.

建议部分得分

20% verification; 30% address; 35% card order and fee rule; 15% outcome code.

已有研究映射

以下沿用研究目录中的基准与小类映射，不是逐题标注、执行记录或产品背书。

同工作流族的小类

R05.12.01.01 工单分诊、处理与知识库