Experience Matters

Rob Dwyer on Why "This Call May Be Recorded" Was Always a Lie

"This call may be recorded for training and quality purposes." Most of those calls never get reviewed. That is what Rob Dwyer, Sr. Technical Account Manager at Level AI, and Sarah Caminiti get into, in this episode of Experience Matters. They discuss how AI QA replaces spot-checking with full customer conversation coverage, and why the real shift is not just visibility, but understanding patterns across every interaction. Rob's takeaway is simple: quality cannot be improved if most of your customer conversations are never seen.

Donald Thompson on the Cost of Using AI the Wrong Way

AI can generate answers, but it can’t improve how your team thinks or decides. In this episode of Experience Matters by Hiver, Donald Thompson explains why most teams get AI wrong, how it quietly leads to “average work at scale,” and why speed without judgment creates more problems than it solves. In customer support, this shows up as faster replies that sound right but miss context, forcing customers to repeat themselves or prolonging resolution. He breaks down what actually changes when AI takes over routine work, and why the real advantage comes from teams that know how to ask better questions, structure their thinking, and use AI to generate options, not decisions. Tune in to understand why better thinking, not faster answers, is what ultimately drives performance.

CapForge’s Matt Remuzzi on Why 95% AI Accuracy Isn’t Enough for Scaling an Accounting Firm

Would you trust AI with your company’s finances if it were only right 95% of the time? Matt Remuzzi, Owner of CapForge, joins Niraj, CEO and Co-founder of Hiver, to explain why that missing 5% can cause real financial problems. They discuss where AI helps accountants move faster and why human oversight still matters when the numbers count. Matt’s approach is simple: use AI to move faster, but never let it have the final word. He also shares how responding to clients within 45 minutes instead of the typical 5 days builds trust and drives referrals. But when it comes to financial results, speed doesn’t matter if the numbers aren’t right. If you enjoyed this episode, don’t forget to subscribe, rate, and review on Apple Podcasts, Spotify, and YouTube Podcasts.

CEO of an award-winning BPO: AI Can’t Handle This… And It’s Worth $3,000

A human agent might cost $30 an hour. But a single support interaction they handle could protect $3,000 in revenue. In this episode of Experience Matters, Patrick Brown (Founder & CEO, Unity Communications) breaks down where AI actually works in support workflows and where it costs you money.  AI can confirm appointments, send reminders, and handle structured “yes or no” workflows at scale. But when a conversation turns into an exception like a patient flagging an insurance issue before a medical appointment, that’s when automation reaches its limits. And without a fast human handoff, real revenue is at risk. Patrick also explains why 80% of customers come back when their issues are handled well, and why support is one of the cheapest growth levers that most companies still treat as a cost center. If you’re leading customer service, this episode will challenge how you think about automation, retention, and growth.

Jordan on Why 90% Automation Demands Human Support in Healthcare

Before a doctor can see patients, hospitals must complete a lengthy, complex credentialing process. Licenses, background checks, and past hospital affiliations. Miss one file or delay one approval, and a clinician can’t practice. Patients wait. Admin teams scramble. This is the world Jordan Hooker works in. He leads customer experience at Axuall, a healthcare technology company focused on credentialing clinicians. This process, which once took months, has been transformed by automation, with Axuall automating up to 90% of the work. In this episode of Experience Matters, Jordan shares what healthcare workflows look like in practice. Where automation works, where it breaks, and why human support still matters when things don’t go to plan. #Hiver #CustomerSupport #CustomerExperience #AIandCX #CXLeadership #SupportInsights #customer #customerservice #customercare #customercare #EmpathyInSupport #BusinessGrowth #Podcast #artificialintelligence