A phone number was read as one enormous number. Given 07359563178 the assistant said it as a single figure in the billions, which is the one thing a caller cannot write down. It now reads numbers digit by digit, in the groups they are written in, with a pause between them — the way a person reads a number to someone holding a pen.
Email addresses came out wrong in the part that matters most. “gmail” was pronounced as an invented single word and “.co.uk” came out as “uck”. The common providers and endings are now said correctly. Your own domain is never guessed at — if it is not a standard ending it is read plainly, letter for letter as you wrote it.
“AI” was being said as “a eye”. It and the other abbreviations the assistant uses are now spelled out properly when spoken.
Order references were pronounced rather than spelled. A reference like QA-ORD-99820 was read as a word followed by a number, so a caller had no way of checking it against what is printed on their parcel. The letters are now spelled and the digits read one at a time.
Card numbers are still never read aloud — that rule is unchanged, and we test it specifically alongside this.