Horatio, the modern outsourcing company revolutionising CX services and the BPO industry, has announced that, along with Ada, a leader in AI customer service, they have formed a strategic partnership to redefine modern support. By combining Horatio’s human-first approach with Ada’s cutting-edge AI, the companies are delivering scalable, frictionless customer experiences for fast-growing brands—including Loop Earplugs, the stylish, high-fidelity hearing protection brand.
“Our partnership with Ada is rooted in a shared vision: blending the best of human expertise with AI innovation to deliver world-class customer experiences,” said Jose Herrera, CEO and Co-Founder of Horatio. “Loop Earplugs is the perfect case study of how automation and live support can seamlessly work together to scale operations without sacrificing quality. They’re also one of our first clients, so we couldn’t be prouder of this full circle moment where we redefine what modern support looks like.”
A standout example of the partnership’s impact is their work with Loop Earplugs, one of Horatio’s earliest clients and a brand that has seen rapid growth through international expansion, viral social campaigns, and a community-first DTC strategy. As Loop scaled, it faced a surge in support volume—receiving over 1,000 inbound tickets per day. Response times stretched past 24 hours, tools were fragmented, and issue tracking was limited. By combining Ada’s AI with Horatio’s human-first support, the partnership helped streamline operations, reduce delays, and elevate the overall customer experience.
To address these challenges, Horatio and Ada implemented a hybrid CX strategy that combined Ada’s AI capabilities with Horatio’s 24/7 human-led support. Horatio managed all live channels—including email, chat, and Instagram DMs—ensuring around-the-clock global coverage. Their team introduced new workflows to prioritize VIP customers and efficiently escalate product issues. Simultaneously, Ada launched an AI agent integrated with Loop’s Shopify backend, enabling automation across chat, email, and social platforms. This AI agent resolved 48% of all tickets without human intervention, while also improving analytics through smart tagging and seamless handoffs.
The results: Loop reduced its average first response time by 56.35%, from 2.06 hours to just 0.9 hours. By June 2025, customer satisfaction (CSAT) had climbed to an average of 90%, and the brand’s support footprint expanded across Europe and Australia. Notably, Loop’s AI agent earned second place in Belgium’s “Best Bot” awards—a testament to the innovation and execution behind the Horatio-ADA model.
Horatio, co-founded in 2018 by Jose Herrera, Alex Ross, and Jared Karson has expanded rapidly with a growing international presence. Last year, they expanded the New York headquarters to better serve U.S. and Latin American markets, focusing on driving innovation and economic development in the region.
