Hi team, For this particular call, a customer has asked to book for 8 people at 12oclock at **X1 restuarant **which is eligible for a booking. For some reason, the Assistant said the X1 only accepts bookings between 11AM-2PM and 5PM-8:30PM. It then suggested to book at X2 or walkin which it is prompted to do. The Assistant though, should have not rejected the booking at X1 as the request is within the eligibly times? I'd like to understand how this has happened to avoid losing bookings for our client. Prompting: X1 Restaurant: Lunch daily from 11 A.M. to 2 P.M., and Dinner Sunday to Thursday from 5 P.M. to 8:30 P.M., and Dinner Friday and Saturday from 5 P.M. to 9 P.M. X2: Open daily. Breakfast from 7 A.M. to 11 A.M. and Lunch from 11:30 A.M. to 2:30 P.M. and Dinner from 5 P.M. until late. IMPORTANT NOTE: X2 only accepts bookings for Breakfast and Dinner. No bookings are accepted for Lunch at the X2 between 11:30 A.M. to 2:30 P.M. (walk-ins only). IMPORTANT NOTE: X1 only accepts bookings for Lunch and Dinner. Call ID: 2a9c7576-0d44-4055-b445-71410d6c9c6d What happened 00:34: Assistant says "Unfortunately, X1 only accepts bookings for lunch from 11 AM to 2 PM and dinner from 5 PM to 8 30 PM. Would you like to book for a different time or perhaps try a walk in at X2? What should have happened Assistant should have continued with taking the booking.

Hey Beck, I checked your call_id and it looks like the tool_call to retrieve the availability wasn't called. This seems to be more of a prompting issue that you'll need to address. Also, fix the LLM model to gpt-4o-2024-11-20 via API and it will fix the issue.

Hi @Sahil thanks for your input. I believe the AI did not call the tool because it assumed the enquiry is not eligible for the booking. So what is happening is that the AI is incorrectly saying bookings are not available because they only accept bookings between 11AM - 2PM but the customers are booking for 12PM which is in the correct timeframe? If the scenario was correctly understood, the AI would have called the tool. AI was working fine with the prompts we had but then suddenly started doing this the last few days. We also noticed all the calls are for 12PM bookings. Do you have any suggested prompts for this we could try?

Hi @Beck I’ll review this later today once I’ve wrapped up a few meetings.

@firefly_0206 ### Problem * The assistant rejected valid 12 PM lunch bookings at Dine, despite our prompt clearly allowing 11 AM–2 PM reservations. * Call ID `fe1e8f47-de07-41f6-9612-207909a3d309`—“8 people for Saturday at 12 PM” was incorrectly refused. ### Fix Upgrade model

json
   {
     "model": "gpt-4o-2024-11-20",
     "temperature": 0.1
   }

### Prompting Improvements 1. Time Validation Rules

- 12 PM = 12:00 noon (midday)
   - 12 AM = 12:00 midnight
   - 11:00 AM–2:00 PM (inclusive) = valid lunch window at Dine

2. Mandatory Workflow

1. Collect guests, date, time  
   2. Validate time within operating hours  
   3. If valid → call BookingAvailability function  
   4. If invalid → suggest alternatives  
   5. Never reject without checking availability

3. Special Noon Handling

- 12 PM is peak lunch time  
   - Always proceed with availability check for 12 PM  
   - Do not reject based on assumptions

### Roll-out Plan * Immediate • Switch to

gpt-4o-2024-11-20

and test the 12 PM scenario. * Phase 2 • Insert the above prompt sections. • Run end-to-end tests across all time slots. • Monitor for consistency and edge-case behavior. Please let me know if have any questions!