"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.

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.

Would you trust AI with your company’s finances if it were right 95% of the time?

That missing 5% can turn into real financial problems, such as misclassified expenses, flawed reports, or tax surprises months later. In his conversation with Niraj, CEO and Co-founder of Hiver, Matt Remuzzi, Owner of CapForge, explains why accuracy alone isn’t enough in accounting and where automation truly works.

Matt explains why AI works well for gathering and organizing financial data, but why he keeps it away from the final numbers. When financial reports, taxes, and business decisions depend on the books, 100% accuracy is the only standard.

The conversation also reveals another simple principle behind CapeForge’s growth. Instead of relying heavily on SEO or paid acquisition, Matt and his team focus on responsiveness. He shares how responding to a client email within 45 minutes instead of the typical 5 days creates trust, that in turn leads to referrals and long-term business.

What you'll learn from the episode:

• When competitors take days to reply, an hour-long turnaround time makes you stand out.
• Communicating in human terms rather than technical codes solves client anxiety and builds immediate trust.
• Don't just wait for word-of-mouth. Learn the specific process Matt uses to ask satisfied clients for high-value introductions.
• How CapForge uses software to catch errors human eyes might miss, ensuring standards stay high even as the firm grows.
• Why waiting for a "foolproof" plan is a death sentence for growth and how to iterate on the go instead.
• Why Matt walked away from the complex cannabis industry to double down on the scalable e-commerce niche.
• How to manage 90 people using a peer-review system that catches mistakes before the client ever sees them.
• Why obsessing over 2–3 core metrics beats chasing data dashboards

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