feat: enhance voice reply logic to prevent duplicate name addressing and improve greeting handling

services/ai_orchestrator_service/voice.py

@@ -603,20 +603,60 @@ def _voice_has_name_correction(text: str | None) -> bool:
     return any(marker in normalized for marker in correction_markers)
 
 
-def _voice_reply_with_name(language: str, reply_text: str, name: str | None) -> str:
+def _voice_reply_already_names_customer(reply_text: str, normalized_short: str) -> bool:
+    """Whether `reply_text` already addresses the customer by name.
+
+    Russian and Kazakh names decline grammatically (e.g. "Данияр" -> "Данияре",
+    "Данияру", "Данияра"), so the model's own reply often names the customer in
+    an inflected form that never exact-matches `normalized_short`. An exact
+    token match alone misses that and this function then goes on to prepend
+    the name a second time, producing a literal "Данияр, Здравствуйте, Данияре!"
+    duplicate. Matching on a stem prefix instead of the full token catches any
+    declined form of the same name.
+    """
+    tokens = _voice_text_key(reply_text).split(" ")
+    if normalized_short in tokens:
+        return True
+    stem_len = max(len(normalized_short) - 2, 3)
+    stem = normalized_short[:stem_len]
+    return any(len(token) >= stem_len and token.startswith(stem) for token in tokens)
+
+
+def _voice_greeting_word(language: str) -> str:
+    if str(language or "").strip().lower() == "kz":
+        return "Сәлеметсіз бе"
+    return "Здравствуйте"
+
+
+def _voice_reply_with_name(
+    language: str,
+    reply_text: str,
+    name: str | None,
+    *,
+    greet: bool = False,
+) -> str:
+    """Prefix `reply_text` with the customer's name.
+
+    The prefix is always one of exactly two deterministic forms — "{name}, ..."
+    or "Здравствуйте, {name}, ..." (`greet=True`, used the turn their name is
+    first learned) — never left to the model's own free-form phrasing. That is
+    what keeps this from colliding with a self-introduced name inside
+    `reply_text` in the first place (see `_voice_reply_already_names_customer`).
+    """
     short_name = _voice_short_name(name)
     if not short_name:
         return reply_text
     prefix = _voice_disclosure_prefix(language)
     normalized_short = _voice_text_key(short_name)
+    lead = f"{_voice_greeting_word(language)}, {short_name}" if greet else short_name
     if reply_text.startswith(prefix):
         rest = reply_text[len(prefix) :].lstrip()
-        if normalized_short in _voice_text_key(rest).split(" "):
+        if _voice_reply_already_names_customer(rest, normalized_short):
             return reply_text
-        return f"{prefix}{short_name}, {rest}"
-    if normalized_short in _voice_text_key(reply_text).split(" "):
+        return f"{prefix}{lead}, {rest}"
+    if _voice_reply_already_names_customer(reply_text, normalized_short):
         return reply_text
-    return f"{short_name}, {reply_text}"
+    return f"{lead}, {reply_text}"
 
 
 def _voice_name_metadata(
@@ -1613,6 +1653,12 @@ def _voice_llm_prompt_messages(
         is_voice=True,
         config=operator_config,
     )
+    system_prompt += (
+        " Do not open `reply_text` with a greeting or by addressing the customer by name "
+        "(e.g. do not write 'Здравствуйте, <имя>' or start with '<имя>,'). The system inserts "
+        "the customer's name into the spoken reply separately, so naming them yourself would "
+        "make it get said twice."
+    )
     if name_status in ("name_not_obtained", "name_followup_required"):
         system_prompt += (
             " The user's name is not yet obtained. If the user explicitly provided their name in this turn, "
@@ -2500,10 +2546,12 @@ def turn_voice_session(session_id: str, payload: VoiceAITurnIn) -> VoiceAITurnDe
         decision_metadata.update(decision.get("metadata") or {})
         suppress_name_prefix = bool(request_metadata.get("suppress_name_prefix")) if isinstance(request_metadata, dict) else False
         if effective_name_status == "name_obtained" and effective_name_value and not early_plan_only and not suppress_name_prefix:
+            just_learned_name = current_name_status != "name_obtained"
             decision["reply_text"] = _voice_reply_with_name(
                 decision["language"],
                 decision["reply_text"],
                 effective_name_value,
+                greet=just_learned_name,
             )
         elif inline_name_followup and not decision["needs_handoff"] and not early_plan_only:
             inline_followup = _voice_inline_name_followup(decision["language"], config)

tests/test_ai_orchestrator_service.py

@@ -1681,6 +1681,61 @@ def test_voice_llm_prompt_includes_context_summary_and_uses_12_segments():
     assert payload["history"][0]["sequence_no"] == 4
 
 
+def test_voice_llm_prompt_instructs_model_not_to_self_name_customer():
+    messages = voice_module._voice_llm_prompt_messages(
+        language="ru",
+        customer=None,
+        interaction=SimpleNamespace(
+            interaction_id="int_voice_prompt_name",
+            status="open",
+            queue_id="que_voice",
+            subject="schedule",
+            customer_id="cus_voice_prompt_name",
+        ),
+        transcript_text="Мне нужен график работы",
+        transcript_window=[],
+        conversation_summary_text="",
+        kb_results=[],
+        name_value="Ернур",
+        name_status="name_obtained",
+    )
+    system_prompt = messages[0]["content"]
+    assert "addressing the customer by name" in system_prompt
+
+
+def test_voice_reply_with_name_does_not_duplicate_inflected_name_form():
+    # The model may address the customer using a grammatically declined form of
+    # their name ("Данияре" instead of "Данияр"); an exact-token dedup check
+    # would miss this and prepend the name a second time.
+    reply = voice_module._voice_reply_with_name(
+        "ru", "Здравствуйте, Данияре! Чем могу помочь?", "Данияр"
+    )
+    assert reply == "Здравствуйте, Данияре! Чем могу помочь?"
+
+    # A reply with no mention of the customer's name still gets it prefixed once.
+    reply = voice_module._voice_reply_with_name("ru", "Чем могу помочь?", "Данияр")
+    assert reply == "Данияр, Чем могу помочь?"
+
+
+def test_voice_reply_with_name_greet_mode_uses_one_of_two_fixed_forms():
+    # Regular turns (name already known): just the name, never a greeting word.
+    reply = voice_module._voice_reply_with_name("ru", "Чем могу помочь?", "Данияр", greet=False)
+    assert reply == "Данияр, Чем могу помочь?"
+
+    # The turn the name is first learned: exactly "Здравствуйте, {name}, ...".
+    reply = voice_module._voice_reply_with_name("ru", "Чем могу помочь?", "Данияр", greet=True)
+    assert reply == "Здравствуйте, Данияр, Чем могу помочь?"
+
+    reply = voice_module._voice_reply_with_name("kz", "Немен көмектесе аламын?", "Ерлан", greet=True)
+    assert reply == "Сәлеметсіз бе, Ерлан, Немен көмектесе аламын?"
+
+    # Still deduplicates even in greet mode if the model already named the customer.
+    reply = voice_module._voice_reply_with_name(
+        "ru", "Здравствуйте, Данияре! Чем могу помочь?", "Данияр", greet=True
+    )
+    assert reply == "Здравствуйте, Данияре! Чем могу помочь?"
+
+
 def test_voice_postprocess_reply_uses_summary_context_when_raw_window_lost_topic():
     reply_text = voice_module._voice_postprocess_reply_text(
         language="ru",