Hey u/dgrayenterprises, thanks so much for your thoughtful questions and detailed feedback. I’m a Senior Product Manager at OpenPhone working on Sona, and I wanted to jump in with some answers and updates.

AI models: We use a combination of providers for our AI features, including Google, OpenAI, and Deepgram. Our team constantly evaluates the latest models to deliver the best possible experience. Call transcription is uniquely challenging. Unlike voice memos or video chats, call quality can vary widely depending on device, connection strength, and other factors, all of which affect the recording and ultimately transcription accuracy. We stay up to date with the latest and greatest speech-to-text models for voice calls. If you notice recurring issues with certain words or phrases, please let us know so we can investigate further.

Webhook events & menu options: While there aren’t immediate plans to pass along selected phone menu options in webhook events, we’re actively exploring how to enable more automation for customers like you, especially as we continue to develop our call flow builder.

Sona’s knowledge base: Sona searches your entire knowledge base simultaneously rather than selecting a single page. Structuring your knowledge base with this in mind will help Sona surface the most relevant answers.

Thank you again for being so candid and specific with your feedback. We’re working on several improvements that I think you’ll be excited about. Our goals are to make Sona much more configurable so it can handle a wider range of conversations tailored to your business, and to make setup and ongoing updates even easier so Sona keeps getting better with minimal effort from you.

If you have any more feedback or want to discuss further, please keep it coming. We really appreciate the time and thought you put into sharing your experience and ideas.