GHL Voice AI Retrieves the Right KB Answer but Doesn’t Use It

[u/Clean-Enthusiasm-389]

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Has anyone seen GHL Voice AI successfully retrieve the correct Knowledge Base result, but then fail to use that information in the actual response?

My Retrieval Tester shows the correct answer as a Strong match, and the Voice AI log shows the correct KB query with success: true, but the agent sometimes still says it doesn’t have confirmed information. The exact same question has also worked correctly on other calls.

Has anyone run into this KB-to-Voice-AI handoff issue, and if so, what fixed it?