John Ou’s stories
Businesses can leverage data to provide a more personal customer experience.

Whether you’re trying to get a right answer to win one million dollars or spin a wheel to guess a phrase, game shows can be exciting. Many game show participants rely on a strong foundation of knowledge; however, all players must also lean on luck and have a knack for making guesses. And although taking […]

Dynamic and personalized prompts allow callers to embrace natural language conversation in the IVR.

Callers are not used to speaking naturally when interacting with speech automated systems when they reach out to a customer service call center. So we were shocked by our own usability test results when we found users easily spoke in a conversational manner. In this post, I’ll walk you through why that was. “It’s literally […]