In a world overflowing with data, the richest signals are often the ones we ignore. The tremble in a voice. The pause before a response. The slight uptick in pitch when someone is excited—or disappointed. These subtle clues are called voice biomarkers, and they’re unlocking an entirely new layer of customer insight.
At Ambassador, we believe feedback is a gift. That’s why we’re pioneering the use of voice biomarkers across our AI Feedback Network—to hear not just what customers are saying, but how they’re saying it.
What Are Voice Biomarkers?
Voice biomarkers are measurable features in a person’s speech—like tone, tempo, volume, and pitch—that can reveal emotional and physiological states. While originally explored in healthcare to help diagnose conditions like depression, anxiety, and even Parkinson’s, voice biomarkers are now being embraced in other industries to detect sentiment, confidence, urgency, and engagement in real time.
“The human voice is the most rich source of emotional information we have access to. It’s an acoustic fingerprint of how we feel, moment to moment.”
— Dr. Yael Steinhart, AI Researcher and Lecturer, Tel Aviv University (as quoted in Harvard Business Review)
Why Voice Matters in Feedback
Most feedback tools still rely on structured text: surveys, forms, or emails. But at Ambassador, we’re building something different. With the launch of Hiro, our AI-powered voice bot, we’ve brought live, open-ended voice conversations to the front lines of customer engagement—whether it’s onboarding, retention, or advocacy.
By analyzing voice biomarkers during these conversations, Hiro doesn’t just transcribe—it interprets. This enables brands to:
- Detect dissatisfaction before it becomes churn.
- Identify enthusiastic promoters who are ready for referrals.
- Prioritize follow-up based on emotional urgency—not just answers.
“We’re building an AI Feedback Network that actually listens. Voice biomarkers give us access to emotion, urgency, and trust—signals you can’t capture with a form or checkbox. This isn’t about better surveys. It’s about smarter conversations that drive action.”
— Geoff McDonald, CEO, Ambassador
How Ambassador Uses Voice Biomarkers
As part of The Most Connected AI Feedback Network in the World, voice biomarkers enhance how our platform captures, understands, and activates customer signals. Here’s how it works:
🎙️ Signal: Voice-to-Insight Conversion
Our system captures real-time voice input and breaks it down into over 30 acoustic indicators. These markers feed into a proprietary scoring engine that evaluates:
- Emotion (e.g., frustration, joy, apathy)
- Engagement (e.g., attentiveness, interest)
- Trust (e.g., hesitations, consistency)
🧠 Understanding: Hiro Learns From Every Conversation
Each conversation with Hiro becomes a dynamic data point. The AI continually refines its detection of sentiment patterns across industries, demographics, and contexts. That means every new brand that joins the network makes it smarter for everyone.
“There’s a difference between gathering feedback and actually understanding your customer. Voice biomarkers make that difference measurable—and actionable. It’s where empathy meets execution.”
— John Larson, Strategic Advisor, Ambassador
🚀 Action: Triggering the Right Next Step
When a voice indicates hesitation? Launch an incentive. When it reflects high trust? Ask for a review. When it shows confusion? Send a support flow.
Everything is designed to act in the moment, not after the fact.
Why This Is a Game-Changer
- No more static surveys. Voice gives you richer, real-time data you can’t fake or forget.
- Proactive, not reactive. With biomarkers, you catch signals early—before customers leave or disengage.
- Universal application. From telecom to fintech, these signals scale across industries and use cases.
Feedback Is a Gift. And Now, It Has a Voice.
As the first platform to unify referrals, loyalty, incentives, and real-time voice feedback in one AI-powered network, Ambassador is changing how brands listen—and how customers feel heard.
Because if you’re not listening to tone, timing, and truth behind the words, are you really listening?
