A caller spelling an order number aloud says “oh” for both the letter O and the number zero, and the AI was always hearing the number. An order starting “O R D” — which is most of them — was read back with a zero and then reported as not found, so a refund on a real order could not get started at all. Spelled references are now read as letters, and either reading is checked against your actual orders before a caller is told anything is missing.
Separately, replies on a live call are now put through the same tidying the test call in your dashboard has always used, so formatting characters, web addresses and currency symbols are spoken properly instead of being read out as written.