A caller who opened with something ordinary — “have you got any appointments?” — was asked which service they wanted, and asked again after they answered, and again after that. If your business offers a single bookable service the question had only one possible answer and the AI already knew it, so the call could not move on at all unless the caller happened to say the name of the service word for word. The booking was never created.
The AI now takes the service for granted when there is only one to book, and goes straight to offering times. Where there is more than one, it reads out the services you actually take bookings for instead of asking an open question the caller has no way to answer. It still never guesses between two services — booking someone in for the wrong thing is worse than asking.
Callers who turn down the times offered are handled better too. Saying “none of those are any good” used to send the conversation back to the start; the AI now asks what would suit them instead.