Agent does not check KB for prices and duration, give hallucination close to real thing!

Support Help
1

I have given my agent a KB of the prices and duration of services, but it does not check the KB 99% of the time only one it did with a bigger request, what can I do so for each service it actually checks the KB and gives off correct price and duration? Agent ID: agent_5a79c6c498502cd5fd8b42bdc5

image
image666×574 59.3 KB

sa nu mai zica un paragraf intreh later
sa nu mai zica un paragraf intreh later605×779 52.3 KB

2

Hey @lukasandrei2525 Could you please share this Call ID? This will help our team review your setup more effectively.

Regards

4

Here: call_123267451f3c78a16046dcf2b69
It first told me the corect procedure but then at the end when we confimed the date and time switch to a completely difrent thing which was correct and had the corect price and date but did not stick with the corect and original service.

5

Just tested on the LLM chat again and this time it was correct and extracted from the KB but I need it to be consistent and do it every time.

image
image623×1216 74.6 KB

6

Hello @lukasandrei2525 So appear to be inconsistent. I have escalated this to the team for further investigation and will provide an update as soon as we have more information.

Regards

7

Yes, it seems like sometimes it does do the correct thing and says the correct things nicely and correct from the KB and sometimes it doesn’t even reach out to it and hallucinates completely or sometimes gives the correct values then mixes everything up. So I need it to be correct from the KB every time, ill be looking for ur response!

8

@lukasandrei2525 which model you are currently using?

9

GPT-4.1 if thats what you mean

10

Hello @lukasandrei2525 thanks for the specific call ID, that made it quick to trace.

On this call the KB was consulted (both prices/durations the agent said — 350 lei / 45 min for igienizare completă, and 100 lei / 15 min for radiografia panoramică — match your KB entries). So this isn’t a retrieval problem.

What actually happened: after the caller said “nu de fapt aș dori la treisprezece” (they only changed the time), the agent silently switched the service to panoramic X-ray and jumped straight to booking, skipping the full recap step your prompt already has (“Recapitulare Finală”).

Two prompt fix :

  • In Step 5, replace the “repetă recapitularea pe scurt doar pentru detaliul modificat” line with a rule that on ANY correction the agent must restate the full tuple (nume + serviciu + zi + oră + telefon) and get a fresh “da” before calling book_appointment_cal.

  • Add near Step 4/5: *“Serviciul, durata și prețul confirmate rămân blocate până când apelantul cere EXPLICIT alt serviciu. Corecțiile de tip ‘nu, la treisprezece’ schimbă doar ora — NU serviciul.”

Regards