Oura Uses AI to Measure Total Customer Experience in Real Time, Podcast

By Doug Green “The best survey is the one you don’t have to send.” In this Technology Reseller News podcast, John Moses, Vice President of Member Experience at Oura, explains how the company is using AI to develop a new customer experience metric called TCX — Total Customer Experience — designed to measure service quality continuously rather than relying primarily on traditional surveys. Oura is best known for its wearable ring, but Moses says the company also sees itself as a membership and healthcare business. Customers wear the device throughout the day, interact frequently with the Oura app and rely on the platform for ongoing health insights. That continuous relationship led Oura to rethink how it measures customer experience. Traditional tools such as CSAT and post-interaction surveys depend on customers choosing to respond. Moses says response rates are limited, survey fatigue is real, and the feedback is often too vague to tell a service organization exactly what went right or wrong. TCX takes a different approach. Oura uses AI to analyze customer interactions directly and scores them across four areas: whether the issue was correctly identified, whether the customer experienced friction during the support process, whether the issue was resolved, and what the customer’s sentiment was at the end of the interaction. All four need to be positive for the interaction to receive a successful TCX score. That creates a much larger pool of data than surveys alone. Moses says managers can drill into performance by channel, problem type, contact center, team or individual representative and see where service quality is improving or slipping. Speed is another advantage. Instead of waiting weeks or months for survey trends to emerge, Oura can see problems much closer to when they occur and respond faster. The model also helps evaluate AI-driven service. As AI takes on a larger share of customer interactions, Moses says companies need a way to govern those systems at scale. “AI is now doing the work,” Moses says. “We need a measure that can keep up with the productivity of AI and tell us where to look.” Oura also uses TCX to help human service representatives understand what worked in successful interactions and where they could improve. Moses believes the larger industry may eventually need a new standard for measuring customer experience in an AI-driven world. His hope is that TCX can contribute to that conversation. To learn more about Oura’s TCX you can read the blog here. The post Oura Uses AI to Measure Total Customer Experience in Real Time, Podcast appeared first on Telecom Reseller / Technology Reseller News.