Horatio, Ada Partner to Deliver Scalable CX

By combining Horatio’s human-first approach with Ada’s AI, the companies are delivering scalable, frictionless customer experiences (CXs) for brands—including Loop Earplugs.

Horatio, a modern outsourcing company focused on customer experience services, has announced a partnership with Ada, an AI customer service platform, to improve modern customer support. 

By combining Horatio’s human-first approach with Ada’s AI, the companies are delivering scalable, frictionless customer experiences (CXs) for brands—including Loop Earplugs.

“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.”

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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 CX.

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 prioritise 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.

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