Level 2 complete

• Response Control for both – it controls all agent output
• Response Control for the filler phrase; fix the Managed Topic name and sample questions for retrieval
• Keyphrase Boosting for the filler phrase; Response Control for retrieval
• Fix the Behavior field for both issues

Answer: Response Control for the filler phrase; fix the Managed Topic name and sample questions for retrieval

Response Controls fix what the agent says (output) – add a rule to suppress ‘Let me check that for you’. Managed Topic name and sample questions fix what the agent retrieves (input) – rename ‘billing_help’ to something more specific and tighten its sample questions. Different layers, different tools.

• Keyphrase Boosting on ‘cancel’ with maximum bias
• Transcript Correction mapping ‘council’ to ‘cancel’
• Add ‘council’ as a sample question to the cancel topic
• Change the topic name to match the misheard word

Answer: Transcript Correction mapping ‘council’ to ‘cancel’

This is a consistent substitution error – ASR hears the wrong word. Transcript Corrections rewrite after transcription and are the right tool. Adding ‘council’ as a sample question would work around the issue but doesn’t fix the root cause.

• Whether the SMS service is down
• Whether a Response Control halted the output before the function could fire
• Whether the user’s phone number is valid
• Whether the topic has too many sample questions

Answer: Whether a Response Control halted the output before the function could fire

When the agent says the right thing but doesn’t execute the action, check for a Response Control interrupting output before the tool call fires. Also check whether the topic’s action branch actually calls start_sms_flow after consent. These are structural issues – investigate the flow, not the SMS service.

• Whether the variant’s phone number field has a typo or outdated value
• Whether the topic name is too generic and triggering the wrong topic
• Whether ASR misheard the caller’s question about the phone number
• Whether the environment needs to be re-promoted

Answer: Whether the variant’s phone number field has a typo or outdated value

If the right variant triggered but the data is wrong, the issue is in the variant’s field values – not retrieval, ASR, or environments. Open Variants, find the variant, and check the front desk number field for typos or stale data.