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this looks like a default message that the bot sends when the bot is not able to understand the message. May be it's hoping that the user will rephrase their message.

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If so, someone didn't think it through. The natural response to someone saying "what was that?" is to repeat yourself louder, not rephrase.

It should say "could you speak up?" People are more likely to hang up if they find themselves yelling at a machine (in a one party conversation).

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