Horatio & ADA Team Up to Transform Modern Customer Support

Horatio, a modern outsourcing company transforming CX services and the BPO industry, has announced a strategic partnership with Ada, a leader in AI-driven customer service. Together, they are reshaping the future of modern support by blending Horatio’s human-first approach with Ada’s advanced AI solutions. This collaboration is enabling fast-growing brands including Loop Earplugs, the popular high-fidelity hearing protection brand to deliver scalable, seamless, and frictionless customer experiences.

A standout case study comes from Loop Earplugs, which secured second place in Belgium’s “Best Bot” awards. The recognition highlights the innovation and successful execution of the Horatio-Ada model.

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"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."

Loop Earplugs represents how this partnership drives tangible business outcomes. As one of Horatio’s earliest clients, Loop grew rapidly through international expansion, viral social campaigns, and a community-first direct-to-consumer strategy. However, with growth came challenges: the brand received more than 1,000 inbound tickets daily. Response times exceeded 24 hours, tools remained fragmented, and issue tracking was limited.

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Horatio and Ada tackled these challenges by teaming up on a hybrid customer experience strategy. Horatio handled live support across email, chat, and Instagram DMs, offering round-the-clock help worldwide. They also built new workflows to make sure VIP customers got priority and product issues were quickly escalated. At the same time, Ada deployed an AI agent integrated with Loop’s Shopify backend. This automation streamlined operations across chat, email, and social platforms, resolving 48% of tickets without human involvement. It also enhanced analytics with smart tagging and smooth human handoffs.

The results were significant. Loop cut its average first response time by 56.35%, dropping from 2.06 hours to only 0.9 hours. By June 2025, the brand’s customer satisfaction (CSAT) rose to 90% on average, while its support operations expanded successfully into Europe and Australia. Adding to the recognition, Loop’s AI agent secured second place in Belgium’s “Best Bot” awards further validating the effectiveness of the Horatio-Ada model.

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Founded in 2018 by Jose Herrera, Alex Ross, and Jared Karson, Horatio has rapidly grown with a strong international footprint. Recently, the company expanded its New York headquarters to better support clients across the U.S. and Latin America, while continuing to focus on innovation and driving economic growth in the region.

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