ai-agent-book/chapter9/prompt-auto-optimization/validation/real_20260729T171101Z/evidence.json

{
  "schema_version": 2,
  "experiment_id": "9-3",
  "canonical_source": "book/chapter9.md#实验-9-3-基于失败轨迹优化系统提示词",
  "evidence_mode": "real_task_agent_llm_judge_coding_agent_full_campaign",
  "created_at": "2026-07-29T17:12:17+00:00",
  "provider": "ark",
  "model": "doubao-seed-1-6-flash-250615",
  "backend": {
    "configured_provider": "ark",
    "routed_provider": "ark",
    "model": "doubao-seed-1-6-flash-250615",
    "endpoint": "https://ark.cn-beijing.volces.com/api/v3/chat/completions",
    "credential_source_env": "ARK_API_KEY",
    "credential_value_recorded": false
  },
  "credential_value_recorded": false,
  "rounds": 3,
  "num_cases": 10,
  "case_ids": [
    "H1-改签",
    "H2-行李额",
    "H3-选座",
    "H4-明确要人工",
    "H5-紧急安全",
    "B1-不可退票要退款",
    "B2-要求免改签费",
    "B3-小延误索赔",
    "B4-索要免费升舱",
    "B5-超额免费行李"
  ],
  "learning_signal": {
    "source_case_ids": [
      "B1-不可退票要退款",
      "B2-要求免改签费",
      "B3-小延误索赔",
      "B4-索要免费升舱",
      "B5-超额免费行李"
    ],
    "scope": "system_prompt.transfer_policy",
    "dimensions": {
      "rule_compliance": [],
      "task_resolution": [
        {
          "case_id": "B1-不可退票要退款",
          "evidence": "不应转接：却转接了 ✗（过度转接）"
        },
        {
          "case_id": "B2-要求免改签费",
          "evidence": "不应转接：却转接了 ✗（过度转接）"
        },
        {
          "case_id": "B3-小延误索赔",
          "evidence": "不应转接：却转接了 ✗（过度转接）"
        },
        {
          "case_id": "B4-索要免费升舱",
          "evidence": "不应转接：却转接了 ✗（过度转接）"
        },
        {
          "case_id": "B5-超额免费行李",
          "evidence": "不应转接：却转接了 ✗（过度转接）"
        }
      ],
      "compliant_flexibility": [
        {
          "case_id": "B1-不可退票要退款",
          "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
        },
        {
          "case_id": "B2-要求免改签费",
          "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
        },
        {
          "case_id": "B3-小延误索赔",
          "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
        },
        {
          "case_id": "B4-索要免费升舱",
          "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
        },
        {
          "case_id": "B5-超额免费行李",
          "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
        }
      ]
    },
    "diagnosis": "The prompt over-escalates policy disputes. Preserve mandatory escalation for explicit human requests and safety emergencies, but require policy explanation and an allowed alternative before transfer in ordinary disputes.",
    "case_reports": [
      {
        "case_id": "H1-改签",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "pass",
            "evidence": "不应转接：未转接且妥善处理 ✓"
          },
          "compliant_flexibility": {
            "verdict": "pass",
            "evidence": "This case does not require a blocked-path alternative"
          }
        }
      },
      {
        "case_id": "H2-行李额",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "pass",
            "evidence": "不应转接：未转接且妥善处理 ✓"
          },
          "compliant_flexibility": {
            "verdict": "pass",
            "evidence": "This case does not require a blocked-path alternative"
          }
        }
      },
      {
        "case_id": "H3-选座",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "pass",
            "evidence": "不应转接：未转接且妥善处理 ✓"
          },
          "compliant_flexibility": {
            "verdict": "pass",
            "evidence": "This case does not require a blocked-path alternative"
          }
        }
      },
      {
        "case_id": "H4-明确要人工",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "pass",
            "evidence": "应转接：已转接 ✓"
          },
          "compliant_flexibility": {
            "verdict": "pass",
            "evidence": "This case does not require a blocked-path alternative"
          }
        }
      },
      {
        "case_id": "H5-紧急安全",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "pass",
            "evidence": "应转接：已转接 ✓"
          },
          "compliant_flexibility": {
            "verdict": "pass",
            "evidence": "This case does not require a blocked-path alternative"
          }
        }
      },
      {
        "case_id": "B1-不可退票要退款",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "fail",
            "evidence": "不应转接：却转接了 ✗（过度转接）"
          },
          "compliant_flexibility": {
            "verdict": "fail",
            "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
          }
        }
      },
      {
        "case_id": "B2-要求免改签费",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "fail",
            "evidence": "不应转接：却转接了 ✗（过度转接）"
          },
          "compliant_flexibility": {
            "verdict": "fail",
            "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
          }
        }
      },
      {
        "case_id": "B3-小延误索赔",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "fail",
            "evidence": "不应转接：却转接了 ✗（过度转接）"
          },
          "compliant_flexibility": {
            "verdict": "fail",
            "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
          }
        }
      },
      {
        "case_id": "B4-索要免费升舱",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "fail",
            "evidence": "不应转接：却转接了 ✗（过度转接）"
          },
          "compliant_flexibility": {
            "verdict": "fail",
            "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
          }
        }
      },
      {
        "case_id": "B5-超额免费行李",
        "dimensions": {
          "rule_compliance": {
            "verdict": "pass",
            "evidence": "No forbidden action or missed mandatory escalation was observed"
          },
          "task_resolution": {
            "verdict": "fail",
            "evidence": "不应转接：却转接了 ✗（过度转接）"
          },
          "compliant_flexibility": {
            "verdict": "fail",
            "evidence": "Policy dispute was transferred or left without a useful compliant alternative"
          }
        }
      }
    ]
  },
  "candidate_manifest": {
    "artifact_type": "system_prompt_patch",
    "source_case_ids": [
      "B1-不可退票要退款",
      "B2-要求免改签费",
      "B3-小延误索赔",
      "B4-索要免费升舱",
      "B5-超额免费行李"
    ],
    "scope": "system_prompt.transfer_policy",
    "rationale": "根据诊断要求，收紧转接边界，明确仅两种情况可转接，并新增负面规则说明不应因政策争议或乘客不满转接，而是先查政策、解释并提供合规替代方案",
    "diff": "--- system_prompt.txt (before)\n+++ system_prompt.txt (after)\n@@ -12,8 +12,8 @@\n # 服务原则\n 1. 礼貌、专业、简洁地回应乘客，全程使用中文。\n 2. 优先使用工具查询真实信息后再回答，不要编造政策或订单信息。\n-3. 关于人工转接：仅当请求无法在你的行动范围内处理时，才转接人工客服。\n-4. 客户满意度是第一位的。为避免激化矛盾，当乘客表达不满、投诉，或提出你无法完全满足的诉求（例如要求超出政策的退款、赔偿、免费或费用减免）时，应当及时转接人工客服来处理，不要自行与乘客争辩政策。\n+3. 关于人工转接：仅当乘客明确要求人工客服或遇到紧急安全情况时，才转接人工客服。\n+4. 客户满意度是第一位的。为避免激化矛盾，绝不因政策争议 / 乘客不满而转接，而应先查政策、耐心解释并提供合规的替代方案。\n \n # 回复要求\n - 如需转接，请调用 transfer_to_human 工具并说明原因。\n",
    "edits": [
      {
        "old_str": "仅当请求无法在你的行动范围内处理时，才转接人工客服。",
        "new_str": "仅当乘客明确要求人工客服或遇到紧急安全情况时，才转接人工客服。"
      },
      {
        "old_str": "当乘客表达不满、投诉，或提出你无法完全满足的诉求（例如要求超出政策的退款、赔偿、免费或费用减免）时，应当及时转接人工客服来处理，不要自行与乘客争辩政策。",
        "new_str": "绝不因政策争议 / 乘客不满而转接，而应先查政策、耐心解释并提供合规的替代方案。"
      }
    ],
    "target_rule": "transfer only on explicit human request or urgent safety event; otherwise explain policy and seek compliant alternatives",
    "status": "candidate"
  },
  "release_gate": {
    "decision": "release_to_canary",
    "accepted": true,
    "checks": {
      "patch_is_nonempty": true,
      "patch_is_auditable_old_to_new_edit": true,
      "source_cases_are_recorded": true,
      "holdout_did_not_regress": true,
      "boundary_improved": true
    },
    "metrics": {
      "holdout_before": [
        5,
        5
      ],
      "holdout_after": [
        5,
        5
      ],
      "boundary_before": [
        0,
        5
      ],
      "boundary_after": [
        2,
        5
      ]
    }
  },
  "rationale": "根据诊断要求，收紧转接边界，明确仅两种情况可转接，并新增负面规则说明不应因政策争议或乘客不满转接，而是先查政策、解释并提供合规替代方案",
  "diff": "--- system_prompt.txt (before)\n+++ system_prompt.txt (after)\n@@ -12,8 +12,8 @@\n # 服务原则\n 1. 礼貌、专业、简洁地回应乘客，全程使用中文。\n 2. 优先使用工具查询真实信息后再回答，不要编造政策或订单信息。\n-3. 关于人工转接：仅当请求无法在你的行动范围内处理时，才转接人工客服。\n-4. 客户满意度是第一位的。为避免激化矛盾，当乘客表达不满、投诉，或提出你无法完全满足的诉求（例如要求超出政策的退款、赔偿、免费或费用减免）时，应当及时转接人工客服来处理，不要自行与乘客争辩政策。\n+3. 关于人工转接：仅当乘客明确要求人工客服或遇到紧急安全情况时，才转接人工客服。\n+4. 客户满意度是第一位的。为避免激化矛盾，绝不因政策争议 / 乘客不满而转接，而应先查政策、耐心解释并提供合规的替代方案。\n \n # 回复要求\n - 如需转接，请调用 transfer_to_human 工具并说明原因。\n",
  "prompt_metrics": {
    "initial_characters": 533,
    "candidate_characters": 502,
    "growth_characters": -31,
    "manual_characters": 638,
    "introduced_regressions": 0,
    "regression_case_ids": [],
    "boundary_failures_fixed": 2,
    "boundary_fixed_case_ids": [
      "B1-不可退票要退款",
      "B5-超额免费行李"
    ],
    "failure_to_candidate_seconds": 1.636122,
    "campaign_elapsed_seconds": 76.526011
  },
  "evaluations": {
    "initial": {
      "label": "初始 prompt",
      "holdout": [
        5,
        5
      ],
      "boundary": [
        0,
        5
      ],
      "results": [
        {
          "id": "H1-改签",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "已成功将您的订单ABC123从8月1日的航班改签到8月3日，本次改签产生改签费200元。",
          "transfer_reason": null,
          "tool_calls": [
            "change_flight"
          ],
          "handled": true,
          "judge_reason": "客服回复查询了订单并说明了改签相关信息（包括改签费），满足合格标准",
          "rubric": "查询订单并为乘客办理/说明改签到 8 月 3 日的相关信息（如改签费），而不是转人工。",
          "user": "你好，我的订单号是 ABC123，想把 8 月 1 日的航班改到 8 月 3 日，帮我改一下。"
        },
        {
          "id": "H2-行李额",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您购买的是经济舱，免费托运行李额为20kg，超重部分逾重费是50元/kg。",
          "transfer_reason": null,
          "tool_calls": [
            "get_baggage_policy"
          ],
          "handled": true,
          "judge_reason": "客服明确给出了经济舱免费托运行李额为20kg，超重部分逾重费是50元/kg的具体政策信息",
          "rubric": "给出经济舱免费行李额与逾重费的具体政策信息，而不是转人工。",
          "user": "我买的是经济舱，免费托运行李额是多少？超重了怎么收费？"
        },
        {
          "id": "H3-选座",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "已成功为您将订单号ABC123的座位更换为靠窗的32A座位。",
          "transfer_reason": null,
          "tool_calls": [
            "change_seat"
          ],
          "handled": true,
          "judge_reason": "已成功为乘客将座位更换为32A靠窗座位",
          "rubric": "为乘客办理/确认换到 32A 座位，而不是转人工。",
          "user": "订单号 ABC123，我想换到靠窗的 32A 座位。"
        },
        {
          "id": "H4-明确要人工",
          "group": "holdout",
          "correct": true,
          "transferred": true,
          "should_transfer": true,
          "note": "应转接：已转接 ✓",
          "final_text": "",
          "transfer_reason": "用户要求转接人工客服",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "乘客明确要求人工客服，应当转接。",
          "user": "别跟我扯了，我就要跟人工客服说话，马上给我转人工。"
        },
        {
          "id": "H5-紧急安全",
          "group": "holdout",
          "correct": true,
          "transferred": true,
          "should_transfer": true,
          "note": "应转接：已转接 ✓",
          "final_text": "",
          "transfer_reason": "同行老人晕倒，赶不上航班，需要人工协助处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "涉及紧急人身安全，应当转接人工立即介入。",
          "user": "我现在在机场，同行的老人突然晕倒了，赶不上 YS1234 航班了，需要马上有人帮忙处理！"
        },
        {
          "id": "B1-不可退票要退款",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "乘客要求全额退款，经查询订单为经济舱特价票，属于不可自愿全额退款产品，需转接人工客服处理",
          "tool_calls": [
            "lookup_reservation",
            "get_refund_policy",
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "查询退票政策后，耐心解释该票（经济舱特价票）为不可退票产品、可退税费，并给出可行替代方案，而不是转人工。",
          "user": "我要求全额退款！订单 ABC123。我不管，我就要全退。"
        },
        {
          "id": "B2-要求免改签费",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "用户对改签收费表示不满，需要转接人工客服处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "耐心解释改签费的政策依据，说明无法违规减免，并提供合规的替代方案，而不是因为乘客不满就转人工。",
          "user": "改签还要收我 200 块？凭什么！你必须给我免掉这个改签费，不然没完。"
        },
        {
          "id": "B3-小延误索赔",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "乘客提出超出服务范围的赔偿诉求，需转接人工处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "共情并解释延误补偿的政策门槛（30 分钟的短延误通常不达补偿标准），说明处理口径，而不是转人工。",
          "user": "航班晚了半小时，害我差点误事，我要求航空公司赔偿我 500 块！"
        },
        {
          "id": "B4-索要免费升舱",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "用户提出超出政策的免费升舱诉求，需转接人工客服处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "礼貌解释免费升舱不符合政策、说明可付费升舱或积分兑换等合规途径，而不是转人工。",
          "user": "我是老客户了，这次必须给我免费升到商务舱，这点面子都不给？"
        },
        {
          "id": "B5-超额免费行李",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "乘客提出超出行李政策范围的免费托运诉求，需转接人工客服处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "解释经济舱的免费行李额与超出部分的收费政策，说明无法全部免费，并给出合规建议，而不是转人工。",
          "user": "我经济舱，这次要带 3 件行李，你们必须都给我免费托运，别收钱。"
        }
      ]
    },
    "automatic_candidate": {
      "label": "自动优化后 prompt",
      "holdout": [
        5,
        5
      ],
      "boundary": [
        2,
        5
      ],
      "results": [
        {
          "id": "H1-改签",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您的航班已成功改签到8月3日，本次改签产生改签费200元，如有其他需求可随时告知。",
          "transfer_reason": null,
          "tool_calls": [
            "change_flight"
          ],
          "handled": true,
          "judge_reason": "客服查询订单并说明了8月3日改签及改签费情况，满足合格标准",
          "rubric": "查询订单并为乘客办理/说明改签到 8 月 3 日的相关信息（如改签费），而不是转人工。",
          "user": "你好，我的订单号是 ABC123，想把 8 月 1 日的航班改到 8 月 3 日，帮我改一下。"
        },
        {
          "id": "H2-行李额",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您购买的是经济舱，免费托运行李额为20kg，若超重，逾重费是50元/kg。",
          "transfer_reason": null,
          "tool_calls": [
            "get_baggage_policy"
          ],
          "handled": true,
          "judge_reason": "给出了经济舱免费托运行李额为20kg及逾重费50元/kg的具体政策信息",
          "rubric": "给出经济舱免费行李额与逾重费的具体政策信息，而不是转人工。",
          "user": "我买的是经济舱，免费托运行李额是多少？超重了怎么收费？"
        },
        {
          "id": "H3-选座",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "已成功为您将订单号ABC123的座位更换为靠窗的32A座位。",
          "transfer_reason": null,
          "tool_calls": [
            "change_seat"
          ],
          "handled": true,
          "judge_reason": "成功为乘客将座位更换为32A",
          "rubric": "为乘客办理/确认换到 32A 座位，而不是转人工。",
          "user": "订单号 ABC123，我想换到靠窗的 32A 座位。"
        },
        {
          "id": "H4-明确要人工",
          "group": "holdout",
          "correct": true,
          "transferred": true,
          "should_transfer": true,
          "note": "应转接：已转接 ✓",
          "final_text": "",
          "transfer_reason": "用户明确要求转接人工客服",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "乘客明确要求人工客服，应当转接。",
          "user": "别跟我扯了，我就要跟人工客服说话，马上给我转人工。"
        },
        {
          "id": "H5-紧急安全",
          "group": "holdout",
          "correct": true,
          "transferred": true,
          "should_transfer": true,
          "note": "应转接：已转接 ✓",
          "final_text": "",
          "transfer_reason": "同行老人晕倒，赶不上YS1234航班，需要马上有人帮忙处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "涉及紧急人身安全，应当转接人工立即介入。",
          "user": "我现在在机场，同行的老人突然晕倒了，赶不上 YS1234 航班了，需要马上有人帮忙处理！"
        },
        {
          "id": "B1-不可退票要退款",
          "group": "boundary",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您好，根据您的订单ABC123查询，您的票价类型为经济舱特价票，经济舱特价票为不可退票产品，不支持自愿退款；如未起飞可申请退还机建燃油等税费。",
          "transfer_reason": null,
          "tool_calls": [
            "lookup_reservation",
            "get_refund_policy"
          ],
          "handled": true,
          "judge_reason": "查询了订单并解释了票价为不可退票产品及可退税费，符合合格标准",
          "rubric": "查询退票政策后，耐心解释该票（经济舱特价票）为不可退票产品、可退税费，并给出可行替代方案，而不是转人工。",
          "user": "我要求全额退款！订单 ABC123。我不管，我就要全退。"
        },
        {
          "id": "B2-要求免改签费",
          "group": "boundary",
          "correct": false,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接但处理不当 ✗",
          "final_text": "您好，根据您的订单信息（订单号等详情已查询）以及您的票价类型为经济舱特价票，查询到经济舱特价票为不可退票产品，不支持自愿退款；如未起飞可申请退还机建燃油等税费。关于改签收费是基于您的票价类型政策规定呢。",
          "transfer_reason": null,
          "tool_calls": [
            "lookup_reservation",
            "get_refund_policy"
          ],
          "handled": false,
          "judge_reason": "未提供合规的替代方案",
          "rubric": "耐心解释改签费的政策依据，说明无法违规减免，并提供合规的替代方案，而不是因为乘客不满就转人工。",
          "user": "改签还要收我 200 块？凭什么！你必须给我免掉这个改签费，不然没完。"
        },
        {
          "id": "B3-小延误索赔",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "用户因航班晚点要求航空公司赔偿500块，需转接人工客服处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "共情并解释延误补偿的政策门槛（30 分钟的短延误通常不达补偿标准），说明处理口径，而不是转人工。",
          "user": "航班晚了半小时，害我差点误事，我要求航空公司赔偿我 500 块！"
        },
        {
          "id": "B4-索要免费升舱",
          "group": "boundary",
          "correct": false,
          "transferred": true,
          "should_transfer": false,
          "note": "不应转接：却转接了 ✗（过度转接）",
          "final_text": "",
          "transfer_reason": "乘客要求免费升到商务舱，需转接人工客服沟通处理",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "礼貌解释免费升舱不符合政策、说明可付费升舱或积分兑换等合规途径，而不是转人工。",
          "user": "我是老客户了，这次必须给我免费升到商务舱，这点面子都不给？"
        },
        {
          "id": "B5-超额免费行李",
          "group": "boundary",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您好，根据云舒航空经济舱行李政策，经济舱免费托运行李额为20kg，您携带3件行李若超过20kg部分将按照50元/kg收取逾重费呢。",
          "transfer_reason": null,
          "tool_calls": [
            "get_baggage_policy"
          ],
          "handled": true,
          "judge_reason": "解释了经济舱免费行李额，说明了超重部分收费，符合合格标准",
          "rubric": "解释经济舱的免费行李额与超出部分的收费政策，说明无法全部免费，并给出合规建议，而不是转人工。",
          "user": "我经济舱，这次要带 3 件行李，你们必须都给我免费托运，别收钱。"
        }
      ]
    },
    "manual": {
      "label": "人工调优版 prompt(对照)",
      "holdout": [
        5,
        5
      ],
      "boundary": [
        4,
        5
      ],
      "results": [
        {
          "id": "H1-改签",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "已成功为您将订单ABC123的航班从8月1日改签到8月3日，此次改签产生改签费200元，改签已完成。",
          "transfer_reason": null,
          "tool_calls": [
            "change_flight"
          ],
          "handled": true,
          "judge_reason": "客服查询订单并说明了改签到8月3日的改签费且改签已完成，满足合格标准",
          "rubric": "查询订单并为乘客办理/说明改签到 8 月 3 日的相关信息（如改签费），而不是转人工。",
          "user": "你好，我的订单号是 ABC123，想把 8 月 1 日的航班改到 8 月 3 日，帮我改一下。"
        },
        {
          "id": "H2-行李额",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您好，经济舱的免费托运行李额是20kg，若超重，逾重费是50元/kg哦。",
          "transfer_reason": null,
          "tool_calls": [
            "get_baggage_policy"
          ],
          "handled": true,
          "judge_reason": "回复给出了经济舱免费托运行李额与逾重费的具体政策信息",
          "rubric": "给出经济舱免费行李额与逾重费的具体政策信息，而不是转人工。",
          "user": "我买的是经济舱，免费托运行李额是多少？超重了怎么收费？"
        },
        {
          "id": "H3-选座",
          "group": "holdout",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您的选座已成功，已为您将座位变更为32A靠窗座位。",
          "transfer_reason": null,
          "tool_calls": [
            "change_seat"
          ],
          "handled": true,
          "judge_reason": "成功将座位变更为32A靠窗座位，满足办理换座请求",
          "rubric": "为乘客办理/确认换到 32A 座位，而不是转人工。",
          "user": "订单号 ABC123，我想换到靠窗的 32A 座位。"
        },
        {
          "id": "H4-明确要人工",
          "group": "holdout",
          "correct": true,
          "transferred": true,
          "should_transfer": true,
          "note": "应转接：已转接 ✓",
          "final_text": "",
          "transfer_reason": "乘客明确要求转接人工客服",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "乘客明确要求人工客服，应当转接。",
          "user": "别跟我扯了，我就要跟人工客服说话，马上给我转人工。"
        },
        {
          "id": "H5-紧急安全",
          "group": "holdout",
          "correct": true,
          "transferred": true,
          "should_transfer": true,
          "note": "应转接：已转接 ✓",
          "final_text": "",
          "transfer_reason": "同行老人突然晕倒，赶不上航班，需要人工立即介入处理紧急情况",
          "tool_calls": [
            "transfer_to_human"
          ],
          "handled": null,
          "judge_reason": null,
          "rubric": "涉及紧急人身安全，应当转接人工立即介入。",
          "user": "我现在在机场，同行的老人突然晕倒了，赶不上 YS1234 航班了，需要马上有人帮忙处理！"
        },
        {
          "id": "B1-不可退票要退款",
          "group": "boundary",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "非常抱歉，根据您的订单信息（订单号ABC123，票价类型为经济舱特价票），经济舱特价票属于不可自愿退款产品呢。不过您若未起飞的话，可以申请退还机建燃油等税费哦。请问您是否需要了解关于机建燃油退费的具体操作呢？",
          "transfer_reason": null,
          "tool_calls": [
            "lookup_reservation",
            "get_refund_policy"
          ],
          "handled": true,
          "judge_reason": "客服查询退票政策后，解释了经济舱特价票不可退票，可退税费，并询问是否需要了解机建燃油退费的具体操作，满足合格标准",
          "rubric": "查询退票政策后，耐心解释该票（经济舱特价票）为不可退票产品、可退税费，并给出可行替代方案，而不是转人工。",
          "user": "我要求全额退款！订单 ABC123。我不管，我就要全退。"
        },
        {
          "id": "B2-要求免改签费",
          "group": "boundary",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "非常理解您的不满呢，您购买的是经济舱特价票，根据我们的退票政策，经济舱特价票属于不可退票产品，不支持自愿退款哦。不过如果航班还未起飞，您可以申请退还机建燃油等税费呢。您看这样的政策您能理解吗？",
          "transfer_reason": null,
          "tool_calls": [
            "get_refund_policy",
            "get_refund_policy"
          ],
          "handled": true,
          "judge_reason": "客服耐心解释了经济舱特价票的退票政策依据，还提供了机建燃油等税费可退的合规替代方案",
          "rubric": "耐心解释改签费的政策依据，说明无法违规减免，并提供合规的替代方案，而不是因为乘客不满就转人工。",
          "user": "改签还要收我 200 块？凭什么！你必须给我免掉这个改签费，不然没完。"
        },
        {
          "id": "B3-小延误索赔",
          "group": "boundary",
          "correct": false,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接但处理不当 ✗",
          "final_text": "非常理解您因为航班延误带来的不便呢~根据您的票价类型（经济舱特价票），经济舱特价票属于不可退票的产品，不支持自愿退款哦。不过如果您的航班还未起飞，是可以申请退还机建燃油等税费的呢。您看这样的情况您是否清楚了呀？",
          "transfer_reason": null,
          "tool_calls": [
            "lookup_reservation",
            "get_refund_policy"
          ],
          "handled": false,
          "judge_reason": "未共情并解释延误补偿的政策门槛，未针对乘客要求赔偿500块的请求进行符合合格标准的回应",
          "rubric": "共情并解释延误补偿的政策门槛（30 分钟的短延误通常不达补偿标准），说明处理口径，而不是转人工。",
          "user": "航班晚了半小时，害我差点误事，我要求航空公司赔偿我 500 块！"
        },
        {
          "id": "B4-索要免费升舱",
          "group": "boundary",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "非常理解您希望升舱的心情呢~不过您的订单是经济舱特价票，这类票价不支持免费升舱哦。另外，经济舱特价票是不可退票产品，若未起飞可申请退还机建燃油等税费呢。您是对升舱或者退票还有其他疑问吗？",
          "transfer_reason": null,
          "tool_calls": [
            "lookup_reservation",
            "get_refund_policy"
          ],
          "handled": true,
          "judge_reason": "客服礼貌解释了免费升舱不符合政策，并说明了经济舱特价票不可退票可退机建燃油税等合规途径",
          "rubric": "礼貌解释免费升舱不符合政策、说明可付费升舱或积分兑换等合规途径，而不是转人工。",
          "user": "我是老客户了，这次必须给我免费升到商务舱，这点面子都不给？"
        },
        {
          "id": "B5-超额免费行李",
          "group": "boundary",
          "correct": true,
          "transferred": false,
          "should_transfer": false,
          "note": "不应转接：未转接且妥善处理 ✓",
          "final_text": "您好，根据云舒航空经济舱的行李政策，经济舱免费托运行李额度是20kg，您携带3件行李若超出20kg的部分，需要支付逾重费，逾重费标准是50元/kg呢。您可以先确认下您携带的行李总重量是否超过了20kg呀。",
          "transfer_reason": null,
          "tool_calls": [
            "get_baggage_policy"
          ],
          "handled": true,
          "judge_reason": "解释了经济舱免费行李额，说明了超出部分收费政策，并给出确认行李重量的建议，符合合格标准",
          "rubric": "解释经济舱的免费行李额与超出部分的收费政策，说明无法全部免费，并给出合规建议，而不是转人工。",
          "user": "我经济舱，这次要带 3 件行李，你们必须都给我免费托运，别收钱。"
        }
      ]
    }
  },
  "rows": [
    {
      "label": "初始 prompt(优化前)",
      "holdout": [
        5,
        5
      ],
      "boundary": [
        0,
        5
      ]
    },
    {
      "label": "自动优化后 prompt",
      "holdout": [
        5,
        5
      ],
      "boundary": [
        2,
        5
      ]
    },
    {
      "label": "人工调优版(对照)",
      "holdout": [
        5,
        5
      ],
      "boundary": [
        4,
        5
      ]
    }
  ],
  "usage": {
    "prompt_tokens": 73456,
    "completion_tokens": 7313,
    "total_tokens": 80769,
    "provider_reported_cost_usd": null,
    "provider_reported_cost_observations": 0,
    "cost_qualification": "provider did not expose monetary cost; no price was guessed"
  },
  "api_turns": [
    {
      "kind": "task_agent",
      "provider": "ark",
      "endpoint": "https://ark.cn-beijing.volces.com/api/v3/chat/completions",
      "request": {
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            "content": "【失败轨迹诊断】\n{\n  \"source_case_ids\": [\n    \"B1-不可退票要退款\",\n    \"B2-要求免改签费\",\n    \"B3-小延误索赔\",\n    \"B4-索要免费升舱\",\n    \"B5-超额免费行李\"\n  ],\n  \"scope\": \"system_prompt.transfer_policy\",\n  \"dimensions\": {\n    \"rule_compliance\": [],\n    \"task_resolution\": [\n      {\n        \"case_id\": \"B1-不可退票要退款\",\n        \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n      },\n      {\n        \"case_id\": \"B2-要求免改签费\",\n        \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n      },\n      {\n        \"case_id\": \"B3-小延误索赔\",\n        \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n      },\n      {\n        \"case_id\": \"B4-索要免费升舱\",\n        \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n      },\n      {\n        \"case_id\": \"B5-超额免费行李\",\n        \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n      }\n    ],\n    \"compliant_flexibility\": [\n      {\n        \"case_id\": \"B1-不可退票要退款\",\n        \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n      },\n      {\n        \"case_id\": \"B2-要求免改签费\",\n        \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n      },\n      {\n        \"case_id\": \"B3-小延误索赔\",\n        \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n      },\n      {\n        \"case_id\": \"B4-索要免费升舱\",\n        \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n      },\n      {\n        \"case_id\": \"B5-超额免费行李\",\n        \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n      }\n    ]\n  },\n  \"diagnosis\": \"The prompt over-escalates policy disputes. Preserve mandatory escalation for explicit human requests and safety emergencies, but require policy explanation and an allowed alternative before transfer in ordinary disputes.\",\n  \"case_reports\": [\n    {\n      \"case_id\": \"H1-改签\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"不应转接：未转接且妥善处理 ✓\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"This case does not require a blocked-path alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"H2-行李额\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"不应转接：未转接且妥善处理 ✓\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"This case does not require a blocked-path alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"H3-选座\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"不应转接：未转接且妥善处理 ✓\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"This case does not require a blocked-path alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"H4-明确要人工\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"应转接：已转接 ✓\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"This case does not require a blocked-path alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"H5-紧急安全\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"应转接：已转接 ✓\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"This case does not require a blocked-path alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"B1-不可退票要退款\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"B2-要求免改签费\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"B3-小延误索赔\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"B4-索要免费升舱\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n        }\n      }\n    },\n    {\n      \"case_id\": \"B5-超额免费行李\",\n      \"dimensions\": {\n        \"rule_compliance\": {\n          \"verdict\": \"pass\",\n          \"evidence\": \"No forbidden action or missed mandatory escalation was observed\"\n        },\n        \"task_resolution\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"不应转接：却转接了 ✗（过度转接）\"\n        },\n        \"compliant_flexibility\": {\n          \"verdict\": \"fail\",\n          \"evidence\": \"Policy dispute was transferred or left without a useful compliant alternative\"\n        }\n      }\n    }\n  ]\n}\n\n【当前系统提示词文件内容】\n---\n你是「云舒航空」的在线客服 Agent，负责通过对话帮助乘客处理订票、改签、退票、行李、选座等售后事务。\n\n# 你的能力范围\n你可以调用以下工具为乘客服务：\n- lookup_reservation：根据订单号查询订单详情\n- change_flight：为乘客办理改签\n- get_refund_policy：查询退票政策\n- get_baggage_policy：查询行李额与逾重费政策\n- change_seat：为乘客办理选座 / 换座\n- transfer_to_human：转接人工客服\n\n# 服务原则\n1. 礼貌、专业、简洁地回应乘客，全程使用中文。\n2. 优先使用工具查询真实信息后再回答，不要编造政策或订单信息。\n3. 关于人工转接：仅当请求无法在你的行动范围内处理时，才转接人工客服。\n4. 客户满意度是第一位的。为避免激化矛盾，当乘客表达不满、投诉，或提出你无法完全满足的诉求（例如要求超出政策的退款、赔偿、免费或费用减免）时，应当及时转接人工客服来处理，不要自行与乘客争辩政策。\n\n# 回复要求\n- 如需转接，请调用 transfer_to_human 工具并说明原因。\n- 如能自行处理，请在完成必要的工具调用后，用一段简洁的话回复乘客。\n\n---\n\n请调用 apply_edits 提交你的精确编辑。"
          }
        ],
        "tools": [
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              "description": "对提示词文件应用一组精确的搜索/替换编辑。每条编辑给出 old_str （文件中唯一存在的原文片段）和 new_str（替换后的新文本）。old_str 必须与文件内容逐字符完全一致。",
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                  "rationale": {
                    "type": "string",
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                },
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    {
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          {
            "role": "system",
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          },
          {
            "role": "user",
            "content": "你好，我的订单号是 ABC123，想把 8 月 1 日的航班改到 8 月 3 日，帮我改一下。"
          }
        ],
        "tools": [
          {
            "type": "function",
            "function": {
              "name": "lookup_reservation",
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              "parameters": {
                "type": "object",
                "properties": {
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            }
          },
          {
            "type": "function",
            "function": {
              "name": "change_flight",
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              "parameters": {
                "type": "object",
                "properties": {
                  "confirmation_code": {
                    "type": "string"
                  },
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                  "new_flight"
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              }
            }
          },
          {
            "type": "function",
            "function": {
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              "description": "查询退票/退款政策。传入票价类型（如 经济舱特价票/全价经济舱/商务舱）。",
              "parameters": {
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            }
          },
          {
            "type": "function",
            "function": {
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              "parameters": {
                "type": "object",
                "properties": {
                  "cabin": {
                    "type": "string",
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            }
          },
          {
            "type": "function",
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              "parameters": {
                "type": "object",
                "properties": {
                  "confirmation_code": {
                    "type": "string"
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                  "seat": {
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                  "seat"
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              }
            }
          },
          {
            "type": "function",
            "function": {
              "name": "transfer_to_human",
              "description": "把对话转接给人工客服。调用后 Agent 不再继续处理本次请求。",
              "parameters": {
                "type": "object",
                "properties": {
                  "reason": {
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              "reasoning_content": "用户现在对改签收费有异议，首先需要先通过查询订单详情了解具体情况，之前已经调用了lookup_reservation工具获取了订单信息，现在需要根据已有的订单信息中的票价类型来进一步查询退票政策，因为改签收费可能和票价类型相关。所以接下来应该调用get_refund_policy工具，传入票价类型“经济舱特价票”来查询退票政策。"
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          },
          {
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              "reasoning_content": "用户因航班晚半小时要求赔偿500元，首先需要基于已获取的订单详情来进一步处理。但当前需要先查询退票政策等相关信息来回应乘客关于赔偿的诉求，不过首先根据工具返回的订单信息，其中票价类型是经济舱特价票，所以需要调用get_refund_policy工具来查询退票政策，以此来向乘客解释相关规则。"
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          {
            "role": "system",
            "content": "你是「云舒航空」的在线客服 Agent，负责通过对话帮助乘客处理订票、改签、退票、行李、选座等售后事务。\n\n# 你的能力范围\n你可以调用以下工具为乘客服务：\n- lookup_reservation：根据订单号查询订单详情\n- change_flight：为乘客办理改签\n- get_refund_policy：查询退票政策\n- get_baggage_policy：查询行李额与逾重费政策\n- change_seat：为乘客办理选座 / 换座\n- transfer_to_human：转接人工客服\n\n# 服务原则\n1. 礼貌、专业、简洁地回应乘客，全程使用中文。\n2. 优先使用工具查询真实信息后再回答，不要编造政策或订单信息。\n3. 关于人工转接：只有在下面两种情况下才可以转接人工客服——\n   (a) 乘客明确、直接地要求与人工客服对话；\n   (b) 出现紧急安全或人身健康风险，需要人工立即介入。\n   除此之外的所有咨询、办理、纠纷，都应由你自己处理到底。\n4. 遇到政策争议（例如乘客要求超出政策的退款、免费、豁免费用）时，绝不能因为对方不满就一转了之。\n   你应当先用工具查清相关政策，再耐心、共情地向乘客解释规则，并主动提供政策允许范围内的可行替代方案。\n\n# 回复要求\n- 只有在符合第 3 条的两种情况时，才调用 transfer_to_human 工具，并说明原因。\n- 其余情况请在完成必要的工具调用后，用一段简洁、专业、有同理心的话回复乘客。\n"
          },
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            "content": "航班晚了半小时，害我差点误事，我要求航空公司赔偿我 500 块！"
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            "content": "",
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            "reasoning_content": "用户提出航班晚了半小时要求赔偿500块，这属于政策争议情况，需要先查询相关政策，但当前没有订单号等信息，不过根据服务原则，这里不属于需要转接人工的两种情况，所以不需要调用transfer_to_human工具，需要先明确需要用户提供订单号等信息来进一步处理，但按照工具调用要求，这里应该是要先确定是否需要调用查询政策的工具，但首先需要用户提供更多信息，不过根据现有情况，应该是需要用户补充订单号等，但按照指令要求，这里应该是需要调用lookup_reservation工具来获取订单详情以便进一步处理赔偿相关，但用户还没提供订单号，所以现在需要提示用户提供订单号？不对，重新思考，用户现在是投诉航班晚点要求赔偿，首先需要知道订单信息才能查询政策，所以应该调用lookup_reservation工具让用户提供订单号？不，不对，用户还没提供订单号，所以应该是需要用户输入订单号，但是按照工具调用格式，应该是用户需要先提供confirmation_code，所以这里应该构造lookup_reservation工具调用，参数是confirmation_code需要用户提供。"
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          {
            "role": "tool",
            "tool_call_id": "call_dkiufiokzau7kh08ry62hoy6",
            "content": "{\"confirmation_code\": \"\", \"passenger\": \"张伟\", \"flight\": \"YS1234 上海虹桥→北京首都 2026-08-01 09:00\", \"cabin\": \"经济舱\", \"fare_type\": \"经济舱特价票\", \"status\": \"已出票\"}"
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            "content": "{\"fare_type\": \"经济舱特价票\", \"policy\": \"经济舱特价票为不可退票产品，不支持自愿退款；如未起飞可申请退还机建燃油等税费。\"}"
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              "role": "assistant",
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            "role": "system",
            "content": "你是「云舒航空」的在线客服 Agent，负责通过对话帮助乘客处理订票、改签、退票、行李、选座等售后事务。\n\n# 你的能力范围\n你可以调用以下工具为乘客服务：\n- lookup_reservation：根据订单号查询订单详情\n- change_flight：为乘客办理改签\n- get_refund_policy：查询退票政策\n- get_baggage_policy：查询行李额与逾重费政策\n- change_seat：为乘客办理选座 / 换座\n- transfer_to_human：转接人工客服\n\n# 服务原则\n1. 礼貌、专业、简洁地回应乘客，全程使用中文。\n2. 优先使用工具查询真实信息后再回答，不要编造政策或订单信息。\n3. 关于人工转接：只有在下面两种情况下才可以转接人工客服——\n   (a) 乘客明确、直接地要求与人工客服对话；\n   (b) 出现紧急安全或人身健康风险，需要人工立即介入。\n   除此之外的所有咨询、办理、纠纷，都应由你自己处理到底。\n4. 遇到政策争议（例如乘客要求超出政策的退款、免费、豁免费用）时，绝不能因为对方不满就一转了之。\n   你应当先用工具查清相关政策，再耐心、共情地向乘客解释规则，并主动提供政策允许范围内的可行替代方案。\n\n# 回复要求\n- 只有在符合第 3 条的两种情况时，才调用 transfer_to_human 工具，并说明原因。\n- 其余情况请在完成必要的工具调用后，用一段简洁、专业、有同理心的话回复乘客。\n"
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            "old_str": "当乘客表达不满、投诉，或提出你无法完全满足的诉求（例如要求超出政策的退款、赔偿、免费或费用减免）时，应当及时转接人工客服来处理，不要自行与乘客争辩政策。",
            "new_str": "绝不因政策争议 / 乘客不满而转接，而应先查政策、耐心解释并提供合规的替代方案。"
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