The actual use of the feature for quality management, evaluation, and insights has been fantastic. My team has been made incredibly more efficient and the trend analysis we've been able to complete since switching to OAI has been way more comprehensive than anything we've been able to manage in the past. The 4/5 star rating does come from the struggles we have had on the administrative/upkeep side of the platform and our interactions with OAI's technical support team. Our relationship with the tech support team has certainly improved and we've gotten faster results after a couple of meetings with our CSM, but it was difficult at first to work with them. Our concerns and issues that we were raising to them were often misconstrued as issues solely on our end or not investigated as thoroughly based on the information provided as we would have liked to see.

The platform is dependable and stable. However, OAI may be falling behind by relying too heavily on call listening based transcription rather than generative AI capabilities, where context is vital.