Ambassador launches Hiro, the AI feedback engine built to replace NPS—turning emotion, voice, and behavior into real-time customer action.
Unlike static surveys or traditional Net Promoter Scores (NPS), Hiro draws on voice, tone, and behavioral cues to surface emotional signals from customer interactions — delivering a more dynamic understanding of the customer experience.
“We didn’t just build a smarter feedback tool — we built the intelligence layer that ties it all together,” said Geoff McDonald, CEO and Co-Founder of Ambassador. “Hiro is our answer to what clients have been quietly asking for: a better way to understand their customers.”
He continued, “We asked customers if they still take surveys — most said no. We asked brands how confident they were in the data coming from those surveys — and most admitted they were still making major business decisions based on partial or outdated insight. That’s when we knew something needed to change.”
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Why We Built Hiro
Over the past year, Ambassador’s team noticed a consistent pattern: brands were struggling to capture timely and meaningful feedback. Referrals, loyalty, incentives, and reviews — all were being used as indirect proxies for customer sentiment.
Ambassador’s existing platform already facilitated these interactions, but Hiro was developed to unify and elevate that process — transforming passive signals into actionable insight.
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More Than Feedback — A System of Intelligence
Ambassador’s platform turns customer activity into insight. Hiro enhances this further by applying real-time intelligence. Through voice biomarkers and contextual sentiment, Hiro surfaces high-intent moments and uncovers unseen patterns in customer behavior.
These signals can support a variety of outcomes — from identifying when a customer is primed to refer a friend, to recognizing potential churn before it occurs.
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Rethinking NPS: Introducing the Ambassador Score
Net Promoter Score (NPS) has long been a standard in customer measurement — but it offers limited insight into customer behavior or intent. According to Gartner, 80% of customer service organizations are expected to move away from legacy satisfaction metrics like NPS by 2025.
To address this, Hiro introduces the Ambassador Score — a dynamic, predictive signal that adapts in real time to how customers feel and behave.
“Hiro turns customer emotion into real-time opportunity,” said John Larson, Co-Founder and CSO of Ambassador. “It’s not just a better way to collect feedback. It’s a smarter way to interpret and apply it.”
As Co-Founder of Zipwhip — acquired by Twilio for $850M — Larson brings deep expertise in scaling conversational platforms. “This is the next evolution,” he added. “The convergence of Marcomm and conversational AI is here, and Hiro is leading the way.”
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Availability
Hiro is now available as part of the Ambassador platform. Organizations can access the tool on a usage-only basis during a 60-day early access period.
To learn more, visit: https://getambassador.com/ai-feedback
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About Ambassador
Ambassador is the AI network that converts customer signals into real-time customer actions. From referrals and reviews to loyalty, surveys, and incentives, brands use Ambassador to grow through conversation — not guesswork.
Geoff McDonald
i2H, Inc. (dba Ambassador)
+1 406-579-6490
email us here
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