Always getting phone number wrong
# supportf
firefly_0206
02/16/2025, 11:32 AMHello, this is an urgent issue for a launch tomorrow 17th Feb 8AM AEST. We are consistently experiencing our Assistant repeating back the phone number incorrect. This is an ongoing issue after rigorous testing.
Call ID: 5ffc9acf-278d-4b14-a945-04eabbdcaf02
Timestamp of when exactly this happens: 01:48
Response of what we expect to get: Phone number repeated back correctly
Response we get: Phone number continuously repeated back incorrectly even after clarify many times
k
Kyle
02/17/2025, 3:47 PMHey Beck, can you try another call with the following prompt changes.
\[PHONE NUMBER HANDLING INSTRUCTIONS\]
1\. Collection:
\- Ask "Could you please provide your phone number?"
\- All numbers must be 10 digits starting with "04"
\- Convert terms like "double 7" to "77", "triple 8" to "888"
2\. Confirmation:
\- Say "Let me confirm that number:"
\- Read each digit individually with pauses: "zero-four-one-nine... seven-seven-one... nine-nine-two"
\- Ask "Is that correct?"
3\. If Unclear:
\- Say "I apologize, could you please repeat your full phone number?"
\- Only proceed after customer confirms the correct number
Kyle
02/17/2025, 3:48 PMLooking at the transcript, there are several instances where the AI assistant fails to correctly handle and repeat back phone numbers, especially when the user uses terms like "double". The main issues are:
- Incorrect parsing of "double" numbers
- Not following the phone number handling instructions properly
- Multiple attempts needed to get the correct number
I recommend trying out the above phone number validation and formatting prompt in the assistant's system prompt and/or as another system message.
v
Vapi Ticket Bot
02/17/2025, 10:04 PM✅ Ticket status updated to solved by Vapi Ticket Bot#0124