Frequently asked questions

OASYS is SoundHound's voice-native enterprise agentic platform for building reliable AI agents that drive operations, service, and commerce for your brand in the real world, across voice, digital, and physical channels.

You can build AI agents that represent your brand to customers or employees, handling service, front-line operations, and commerce across channels from the phone and web to cars, kiosks, and drive-thrus.

OASYS is SoundHound's unified AI agent platform. It consolidates our previously separate products and capabilities into a single, scalable platform deployed across industries and use cases.

Unlike general AI tooling or chat-based agent builders, OASYS is built for operational execution in the real world. It combines industry-leading speech recognition in noisy environments with orchestration, automation guardrails, and human oversight, so agents perform reliably where your business actually happens.

OASYS is built on voice-native AI that listens and responds fluidly, the Agentic+ framework for reliable completion of even sensitive tasks, channel diversity across the physical and digital world, a voice commerce ecosystem, and 20+ years of proprietary R&D and audio data.

Agents deploy across call, chat, in-app, in-app voice, SMS, email, smart devices, custom UI, kiosks, drive-thru, cars, and social, all from one platform.

Yes. OASYS connects to the systems you already run through pre-built connectors (for platforms such as Genesys, Salesforce, ServiceNow, and Workday), APIs, and support for the Model Context Protocol (MCP), so agents can retrieve information and take real actions in your workflows.

Yes. OASYS powers customer-facing agents (contact center, digital assistant, commerce) and employee-facing agents (IT service desk, HR desk, employee assist) from the same platform.

OASYS is designed for fast time-to-value, and our experts co-build with you. Agent workflows can be built in weeks rather than months, and many customers prove value with a focused pilot inside a single quarter.

OASYS is a hybrid platform and solutions provider. Our experts co-build your agents with you, typically starting with a scoping exercise with a solutions architect, so you do not need deep in-house AI expertise to get started.

The Agentic+ framework merges autonomous reasoning with rule-based guardrails and human monitoring through Human Assisted Resolution, so brands can automate even their most sensitive tasks with certainty.

Agentic+ grounds autonomous reasoning in rule-based guardrails and human oversight, and answers are grounded in your verified data, which keeps responses reliable and on-brand rather than made up.

Yes. Through Agentic+ Human Assisted Resolution, a human sits behind every agent. Conversations escalate by design (for defined scenarios) or by need (when a request falls outside what the agent should resolve), with full context carried into the handoff so the customer never has to repeat themselves.

OASYS is built for enterprise brands and can keep sensitive data off public AI models (depending on your setup and preferences), applying rule-based guardrails, role-based governance, and human oversight across every interaction.

OASYS is backed by a comprehensive set of independent security, privacy, and quality certifications.

Yes. Depending on your setup and preferences, OASYS can keep sensitive data off public models, so you get the benefits of AI without exposing private information.

Accuracy in real-world conditions is a core strength. SoundHound's voice AI combines proprietary audio recognition with LLM intent models to deliver an industry-leading (lowest) Word Error Rate, holding up in noisy environments and across a wide range of accents and dialects.

SoundHound's voice AI is multilingual and can switch languages on the fly within a single conversation, so you can serve customers in the languages they speak.

Yes. You can choose a voice that fits your brand, and SoundHound's data collection and labeling process can deliver a custom, branded wake word in weeks, not months.

Yes. Outbound is a native capability, so the same agents can run proactive reminders, follow-ups, notifications, and pre-qualification alongside inbound, all from one platform.

OASYS turns conversations into insights, showing which intents are recognized and resolved, containment performance, sentiment, and the utterances it could not handle, so you can continually improve your agents.

OASYS increases both containment and concurrency, so it keeps serving customers reliably even when demand surges.

OASYS serves front-line, revenue-critical operations across industries, including contact center and IT automation, healthcare, financial services, insurance, telecom, utilities, automotive, restaurants, retail and consumer, travel and hospitality, and small business.

OASYS is strongest in real-time, voice-heavy, high-frequency, front-line moments: contact center and IVR replacement, drive-thru and phone ordering, booking and reordering, in-car and device control, IT and HR service desks, and employee assist.

Yes. Through voice commerce, OASYS extends agents into end-to-end commerce, so customers can discover, order, and pay hands-free, and brands can be discoverable across a wider ecosystem of interfaces.

Engagements typically begin with a scoping exercise with a SoundHound solutions architect to identify the highest-value use cases, followed by a co-built pilot. Reach out to the SoundHound team to arrange a demo tailored to your use case.

SoundHound's unified, voice-native enterprise agentic platform for building reliable AI agents across voice, digital, and physical channels.

SoundHound's orchestration framework that combines autonomous reasoning, rule-based workflows, and human-in-the-loop oversight so agents complete even sensitive tasks reliably.

AI built natively on a foundational audio recognition model, rather than bolting speech onto a text system, enabling fluid, accurate spoken interactions.

Software that can understand a request, decide how to handle it, and take action to complete a task on a user's behalf, not just answer a question.

Technology that converts spoken audio into text; the first step in understanding a caller.

The ability to interpret the meaning and intent behind what a person says or types.

A generative AI model trained on large text datasets that produces natural, human-like language.

A standard measure of speech recognition accuracy; a lower WER means fewer transcription errors.

The share of interactions an AI agent resolves on its own without transferring to a human. Higher is better.

The number of interactions a system can handle at the same time, which matters most during demand spikes.

Traditional menu-driven phone systems ('press 1 for...'); OASYS agents replace these with natural conversation.

Keeping a human available to monitor, confirm, or take over an AI interaction when needed.

An agent that reasons and decides the best way to fulfill a request in real time, rather than following a fixed script.

A predefined, deterministic sequence of steps used for sensitive or repeatable tasks that require precision and control.

Coordinating multiple specialized agents to handle different parts of a single request within one seamless conversation.

A technique that grounds AI responses in your own trusted data sources to improve accuracy and reduce hallucinations.

When a generative AI produces confident but false or made-up information; guardrails and grounding are used to prevent it.

Interacting across more than one mode (voice, text, touch, visual) within the same experience or conversation.

A consistent, connected experience across every channel a customer uses, such as phone, chat, SMS, app, and social.

OASYS capability that lets customers discover, order, and pay by voice, and lets brands be discoverable across third-party interfaces.

Running AI close to the device (for example inside a vehicle) for low latency and reliability, developed by SoundHound with Nvidia.

A custom spoken trigger (for example a brand name) that activates a voice assistant.

Detecting a speaker's emotion or attitude during a conversation to respond appropriately and inform analytics.

Natural back-and-forth conversation flow that lets a caller interrupt, pause, or change their mind without breaking the interaction.

SoundHound's back-end automation that autonomously resolves IT incident, problem, and request tickets; pairs with the OASYS interface.

Recommending complementary or upgraded products during an interaction to grow revenue, done in real time based on intent.

Contact Center as a Service; cloud platforms (such as Genesys) that OASYS integrates with to power contact centers.