The most important fix: asking a question about your diary no longer books the caller in. When the AI had offered three times and the caller asked “have you got anything earlier?” or “what’s your first available appointment?”, it treated the question as though they had picked one of the three — and quietly settled on that time. Callers asking to look further down the diary were being pointed back at the front of it. Those are now treated as questions and answered by showing different times.
Asking for a time of day works. “Anything in the morning?”, “have you got an afternoon slot?” and “do you do evenings?” used to be answered with the next three appointments whatever time they were — so the answer to a question about mornings often contained no morning at all. The AI now looks for real slots in the part of the day the caller asked for, across the days ahead, and says plainly when you simply do not open then.
More ways of naming a day and turning times down. “Do you do Saturdays?”, “anything at the weekend?”, “can you do next week?”, “have you got any more?” and “neither of those work” were all understood as nothing at all and got the same three times read back. They all work now.
Callers are no longer named after their complaint. Someone who opened with “it’s damaged” could be recorded and addressed as “Damaged” for the rest of the call — and saved that way on your customer list. That affected around half of the ordinary ways people start a call about a faulty item. Real names are unaffected.
Refunds, references and reaching a person. “It doesn’t fit”, “wrong size”, “not as described” and “I don’t want it any more” did not count as giving a reason, so the caller was asked what had happened all over again. A reference read out loud could be mistaken for an appointment time. And asking for “a person” or “a human” only reached your team if the caller happened to say the word “manager” — otherwise nothing was logged and nobody rang them back. All three are fixed. Two sign-offs that used to leave the line open now end the call properly.