Just released! Talk the talk: How conversational analytics is changing customer experience

AI Factor: The Future Speaks  brings you inside the conversation with business leaders.

Each episode is part educational, part entertainment — and fully focused on helping you stay informed, inspired, and equipped with all things AI.

Subscribe now

Filter by

Episode 12: Talk the talk: How conversational analytics is changing customer experience

In this can’t-miss episode of AI Factor’s AI Unleashed, Talk the Talk: How Conversational Analytics is Changing Customer Experience, we dive deep into the transformative power of conversational analytics with Derek Boudreau, VP of AI & Data Product Management at IntelePeer. Discover how businesses are turning everyday customer interactions into goldmines of insight — improving service, boosting agent performance, and driving smarter decisions. Derek breaks down the four key steps behind the tech, shares real-world success stories, and even gives us a sneak peek at future functionality coming to IntelePeer’s SmartAnalytics platform. And as Derek puts it, “when done right, it’s less frustrating to deal with an intelligent virtual assistant than a live agent.” If you’re looking to elevate your customer experience and stay ahead of the AI curve, this episode is your blueprint. Tune in now — the future of customer engagement is already here.

For business leaders and innovators driving real-world results with AI.

Listen
Episode 11: Scaling smarter: How AI is driving DSO growth in 2025

Discover how dental organizations are scaling smarter in 2025. In this episode of The AI Factor: CX ExplAIned, host Paula Rivera sits down with Jill Nesbitt, CEO of Optimize Dental Consulting, to explore how DSOs are leveraging AI, tech strategy, and operational optimization to scale smarter in 2025. From insights at the Dykema Tech Summit to a behind-the-scenes look at a multi-location rollout, Jill shares how private equity is driving PMS standardization and why aligning your tech stack is now essential for growth, valuation, and long-term success. Whether you’re in healthcare, tech, or investment, this episode delivers bold predictions and practical takeaways for the future of dental innovation.

For those looking to understand how AI is shaping the future of CX. 

Listen
Episode 10: Critical care: Why AI is a must-have for PE-backed healthcare

In this AI Unleashed episode of The AI Factor, Critical Care: Why AI Is a Must-Have for PE-Backed Healthcare, IntelePeer CEO Frank Fawzi discusses why AI is a strategic imperative for private equity-backed healthcare organizations. With rising labor costs, shrinking margins, and increasing administrative complexity, PE-backed providers are turning to AI to streamline operations, boost financial performance, and improve the patient experience. Frank shares real-world examples of how IntelePeer’s AI solutions are delivering measurable ROI—from recovering millions in receivables to reducing missed appointments and modernizing emergency response systems. This episode offers timely insights for healthcare leaders, PE firms, and investors navigating today’s healthcare landscape.

For business leaders and innovators driving real-world results with AI.

Listen
Episode 9: From bots to brains: Navigating the new frontier of conversational AI

In this episode of The AI Factor: CX ExplAIned – From Bots to Brains: Navigating the New Frontier of Conversational AI, we sit down with Derek Top, Principal Analyst and Research Director at Opus Research, to unpack the findings of the 2025 Conversational AI Intelliview report, a ‘Decision-Makers Guide to Self-Service & Enterprise Intelligent Assistants’. The conversation explores the shift from flow-based bots to GenAI-powered agents, the evolution of platform maturity as the key differentiator, and the real-world implications of different pricing models. Derek shares insights on what separates market leaders from laggards and offers practical guidance on what enterprises should prioritize when selecting a conversational AI provider. This episode is packed with timely, actionable intelligence for anyone navigating the rapidly changing AI-powered CX landscape.

For those looking to understand how AI is shaping the future of CX. 

Listen
Episode 8: Special Episode: GPT-5 – The brain behind the breakthrough

AI Factor Special Episode: GPT-5 – The Brain Behind the Breakthrough – in this special edition of AI Factor, we sit down with Matthew Caraway, AI Product Manager at IntelePeer, to unpack the launch of OpenAI’s GPT-5—arguably the most advanced language model to date. A family of AI models with a router in front that taps into the best model for the prompt it’s been given, we explore what sets GPT-5 apart from its predecessors, why the AI community is buzzing, and how businesses can harness its capabilities to transform workflows, customer interactions, and strategic decision-making. We also dive into the Reddit backlash and what it reveals about user expectations and adoption challenges. As Matthew states, it’s important to find the signal from the noise and listen to what the experts say. This episode is a must-listen for anyone looking to understand the real-world implications of GPT-5 and how it’s reshaping the AI landscape—from enterprise innovation to customer experience.

For those looking to understand how AI is shaping the future of CX. 

Listen
Episode 7: PE Rx: AI’s role in transforming healthcare at scale

According to Javier Rojas, Founder and Managing Partner of Savant Growth, AI is proving to be a bonanza for PE-backed organizations, especially for those in healthcare. In this episode of AI Factor’s AI Unleashed, PE Rx: AI’s Role in Transforming Healthcare at Scale, we sit down with Javier to explore how private equity-backed healthcare organizations are leveraging AI to streamline operations, reduce costs, and drive measurable business outcomes. Drawing from Savant Growth’s real-world experience, Javier shares lessons learned from the front lines of AI adoption, why DSOs and multi-location providers are leading the charge, and what PE firms and founders should prioritize to create transformational value. The conversation offers data-backed insights, actionable takeaways, and a clear view into why AI is becoming a critical lever for healthcare growth and efficiency.

For business leaders and innovators driving real-world results with AI.

Listen

Segments

AI Amplified

For partners looking to lead with AI and deliver differentiated value 

AI Amplified is your backstage pass to the tools, tactics, and training that empower IntelePeer partners to accelerate growth with AI. Through powerful conversations with industry insiders, we explore how partners are using AI to win more deals, differentiate their offerings, and create lasting customer impact.

CX ExplAIned

For those looking to understand how AI is shaping the future of CX

CX Explained is where curiosity meets clarity. This series features forward-thinking leaders and innovators who are reimagining what’s possible with AI — from redefining customer journeys to unlocking new business models. Each episode offers accessible, insight-rich discussions designed to inform, inspire, and empower audiences across industries and roles.

AI Unleashed

For business leaders and innovators driving real-world results with AI

AI Unleashed showcases real stories, real outcomes, and real inspiration. Hear how businesses across industries are using conversational and agentic AI to transform their businesses — from automating complex workflows to improving service and reducing costs. Each episode features candid conversations that demystify what’s possible with AI today — and what’s next.

Behind the mic

Paula Rivera

SHOW HOST

Paula Rivera

An award-winning communicator, Paula Rivera brings two decades of storytelling savvy to the mic as host of AI Factor. Her work with Fortune 500 B2B and B2C companies, shaping the public voice of some of the most innovative companies at the intersection of tech and transformation, brings a unique perspective to the table. Paula’s expertise in translating complex topics into compelling narratives makes her the perfect guide through the evolving world of AI. She’s equal parts strategist and storyteller — with a healthy obsession for coffee, conversation, and what’s next in business communications.

Tune in for sharp insights, unforgettable guests, and the kind of energy only Paula can deliver!

Get in touch with us