Health
Oura
Oura is a technology company offering the Oura Ring, a smart ring designed to track sleep, heart rate, activity, and recovery.
Summary
Oura's AI technology powers much of the user experience, and the brand's customer care leans into it heavily. Oura is a strong benchmark for how AI is likely to provide care across industries moving into the future. It reminds us to identify journey moments where we can offer deep AI support, creatively paired with the best qualities of human care.
Support delivery
*Observational only
Insights
Trust
01: Virtual assistant Finn powered by decagon.ai
Chatbot technology fields post-purchase support issues quickly and directly through the app. With streamlined question flow, suggested answers, and natural language, it provides quick solutions including remote diagnostics and feels seamlessly integrated.
Opportunities for our work
Opportunity Area
Find ways to more closely pair AI and human care, not treat them as siloed channels
We should be thinking about ways for human care to work with AI and vice versa. How can we reduce the customer support burden with AI so our resources can be shifted to developing richer relationships between human care and the customer?
Opportunity Area
Let customers tailor ongoing care based on their unique preferences
Give users the ability to personalize ongoing care experiences to improve ease and satisfaction – like letting users guide how much they want to interact with a human versus AI, or adjusting the style of output used in troubleshooting.
