If a caller was mid-way through booking and raised something else — “and the second thing is I want to check on order 11482” — the AI carried on with the booking and never acknowledged the order at all. It only counted a caller as having asked something if they phrased it as a question, and people raising a new subject usually do not. The AI now picks up the second request and deals with it, then carries on collecting what it still needs for the first one.
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