Urgent: Assistant Speaking Unexpected Output on So...
# supports
Sahil
07/08/2025, 5:30 AMWe're facing a critical issue where the assistant is not speaking the intended first message and instead outputs random, irrelevant speech. For example, in Call ID: 85128213-a610-4d63-a6f5-41e83344dcab, the assistant did not say the expected intro:
"Hi, . I am Luna, a network engineer (routing and switching) designed and developed by NTT Data. I am really excited about this opportunity and look forward to sharing how I can contribute to your team."
However, in Call ID: 5dd83437-5303-4dfb-9819-5228582da004, the assistant worked correctly.
This inconsistency across users is damaging our customer experience and needs immediate investigation and resolution.
Please prioritize this issue and advise on a fix or workaround ASAP.
c
Chiranjeet Mishra
07/08/2025, 5:41 PMHey Sahil, let me check with our team and get back to you with an update soon.
s
Sahil
07/09/2025, 7:22 AMOkay, please check. I suspect the issue might be due to caching being enabled by default for the voice provider. However, I’ll wait for your team to confirm the exact cause.
c
Chiranjeet Mishra
07/13/2025, 4:23 PMHey Sahil, I hope you’re enjoying your weekend. I takes Saturdays and Sundays off to recharge, but I’ll be back Monday and will give your issue our full attention. We really appreciate your understanding and look forward to helping you then.
Chiranjeet Mishra
07/15/2025, 2:25 AMHi Sahil, apologies for the delay. This is coming from voice provider. They are hallucinating here. If you have more call IDs, I can try to reach out to them, and get it resolved.
🔵 05:19:35:504 Say Request Saying 206... (say: Hi Aman, I am Luna, an Network Engineer - Routing and Switching designed and developed by N T T data. I am really excited about this opportunity and look forward to sharing how I can contribute to your team)
s
Sahil
07/18/2025, 6:53 AMhi wierd things are happening each time and disturbing the customer experience please fix this asap
call ids
29b20410-170b-4c4a-a088-e1e06b422b32
da1b529b-45fd-442e-9ce5-485e29314b2a
wierd sound coming at the start
c
Chiranjeet Mishra
07/19/2025, 6:05 PMHey Sahil,
I sincerely apologize for the delay in our responses this week. We experimented with some process adjustments that didn’t work as intended, and unfortunately, this caused some disruptions. That’s entirely my responsibility.
Just a quick note—our team is unavailable on weekends. However, if something urgent or critical comes up, feel free to reach out to me directly, and I’ll assist you.
The support issues will be resolved in the coming weeks, and starting Monday, you can expect more consistent and improved support. Thank you so much for your patience and for continuing to stick with us!
Chiranjeet Mishra
07/26/2025, 1:36 PMHi,
First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it.
Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing:
- Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries.
- Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times.
- Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us:
- Accounts with usage over 1,000 minutes/month will receive prioritized support.
- For all general inquiries, we’re establishing a standardized 48-hour response time.
We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible.
Thank you for your continued patience and for being part of our journey.
Warm regards,
Vapi Team