Welcome to Day 2 of our 14 features in 14 days.
Today, we’re introducing the Ambassador Score — a smarter, real-time, AI-powered alternative to Net Promoter Score (NPS), built to help brands understand their customers and act on what matters now.
It’s powered by Hiro, the orchestration engine that’s quietly becoming the intelligence layer behind everything inside Ambassador.
Automation Is Everywhere. But Orchestration Wins.
Let’s be honest — everyone is chasing AI automation.
More bots. More workflows. More output.
But automation just follows instructions.
Orchestration creates outcomes.
Hiro is orchestration AI. She doesn’t just execute tasks — she reads signals, prioritizes goals, and acts.
Ambassador Score is her first intelligent output.
The Problem with NPS and Traditional Feedback
NPS has become the default customer feedback mechanism — but it’s deeply flawed.
- Most customers ignore surveys.
- NPS is static, one-dimensional, and often delayed.
- It rarely connects directly to action.
A 2023 article from Harvard Business Review notes that NPS is “easy to game and often disconnected from real performance.”
And a 2024 McKinsey study found that customers are increasingly disengaged from traditional feedback loops.
Still, brands continue to make major decisions based on outdated, incomplete signals.
What Is Ambassador Score?
Ambassador Score is a real-time signal of customer intent and sentiment — calculated using:
- Voice biomarkers
- Language and tone
- Engagement patterns
- Interaction context
Instead of asking customers how they feel, Hiro simply knows.
This score isn’t passive insight — it’s actionable intelligence.
Real-Time Action, Not Just Insight
Once Hiro calculates a customer’s Ambassador Score, she immediately initiates the next best action based on what that customer needs right now.
Some examples:
- A high score? Trigger a referral or ask for a review.
- A mid-range score? Offer loyalty rewards or personalized content.
- A low score? Launch a feedback or support workflow.
These aren’t guesses — they’re orchestrated, real-time decisions based on actual behavior.
And because it all lives inside the Ambassador platform, it integrates directly with the rest of your engagement tactics: referrals, loyalty, incentives, and messaging.
Hiro Speaks — and Acts
Unlike traditional dashboards, Hiro doesn’t just display data — she speaks.
She can recommend actions directly through your interface, notifications, or flows.
Example:
“This customer is showing strong intent. Recommend triggering a referral and asking for a product review.”
You’re not just monitoring performance — you’re getting direction.
What’s Next for Hiro?
Ambassador Score is just the beginning.
Soon, when you log into Ambassador, Hiro will have already:
- Scored every customer conversation
- Prioritized the next 3 flows to launch
- Recommended changes to your incentive structure
- Optimized your communication flows
- Suggested moments to ask for referrals, launch loyalty actions, or retain high-risk users
She’ll be the first thing you check in the morning — and maybe the only tool you need.
Coming Tomorrow: Loyalty Orchestration
Stay tuned for Feature #3:
How Hiro uses Ambassador Score to launch real-time loyalty workflows and turn passive customers into brand advocates.
The future isn’t static metrics or disconnected feedback.
It’s AI-powered orchestration.
And it starts here.
