Better judgement on ambiguous voice calls

Patients on the phone don’t always state their intent cleanly — “I think I need to move my Tuesday thing” could be reschedule, could be cancel-and-rebook, could be escalate to a human. We tightened the rule set the voice agent uses to decide, with a clearer preference for asking one short clarifying question over making the wrong call.

The change is small in lines of code, big in real-call outcomes — the AI is less confident in the wrong direction and more confident in the right one. Where it still can’t decide, it now hands off cleanly rather than guessing.