AI Agent reads back incorrect first digit of phone number - continued

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1

This is reopening this ticket - AI Agent reads back incorrect first digit of phone number

The issue is happening again even after stripping the +1 as recommended:

call_b33d503a31993c9799024574bfd

Dynamic Variable: lead_number:6474062750

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Here are some more call ids with the same issue:

call_58bf61b47adb2b592ac8fe2360a
call_34c3aab7b7c8ee91794c3d33e27

2

Hi @skhandor

I’ve escalated the issue to our team for further review.

We’ll keep you updated as soon as we have more information.

Best regards

3

Any update on this? We are still receiving calls today where this issue is happening. Here is a sample call: call_c070e13773f459c8bf1aa8668b8

4

Hey @skhandor

Thank you for the additional call IDs. We have now identified the root cause.

The issue is not with the +1 prefix. Our investigation of these three calls confirmed a consistent pattern: the agent replaces the first digit with “3” across all calls, regardless of the actual number. This points to a conflict between GPT-4.1 and an internal phone number example used in the system prompt, where “3” is the leading digit. The model is anchoring on that example when generating the digit sequence.

To resolve this immediately, add the following instruction directly in your agent prompt where the phone number readback happens:
“When reading back the phone number from lead_number, say each digit exactly as it appears. Do not substitute or change any digit. Example: if lead_number is 6474062750, say: six, four, seven, four, zero, six, two, seven, five, zero.”

This has been flagged to our engineering team as a platform-level issue with the phone number formatting example in the system prompt. We will follow up once there is a fix on our end.

Thank You