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