Observed Signal · Apr 20, 2022 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Growing Call for Brand-Owned Voice Assistants
On April 20, 2022, CMSWire published a feature on the growing strategic case for brand-owned voice assistants. The article draws on insights from executives at SoundHound, RAIN, and Nuance, who say that giving brands ownership of the voice experience enables tighter control over customer relationships, data analytics, and privacy, while opening monetization opportunities. It details the typical technology stack for custom assistants, including wake word engines, automatic speech recognition, natural language processing, and text-to-speech. The piece also discusses integrating voice assistants with CRM systems, using AI to predict caller intent, and the need for cross-functional teams across customer service, IT, marketing, and security. No product launches or commercial agreements are announced; the article is an analytical look at how CX leaders can approach brand-owned voice.
Relevant to conversational AI and CX strategy, but it is an evergreen feature without breaking news, product announcements, or industry shifts.
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Key Takeaways & Evidence Grounding
- CMSWire published the feature article on April 20, 2022.
- SoundHound COO Mike Zagorsek says brand-owned voice assistants enable user experience ownership, data visibility, and revenue generation.
- Eric Turkington of RAIN says custom voice assistant technology stacks include wake word engines, ASR, NLP, and TTS.
- Tony Lorentzen of Nuance says voice assistants can provide early indication of emerging business trends and integrate with CRM systems.
- The article states brand-owned voice assistants can strengthen data privacy by letting brands control and anonymize customer data.
Connected Companies & Entities
1 Entity mapped“Eric Turkington, vice president of growth at RAIN, explained that there is a range of different enabling technologies for each piece of this...”
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