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Horatio and Ada Join Forces to Transform Customer Support

In a groundbreaking move for the customer experience sector, Horatio, a leader in modern outsourcing, announces a strategic partnership with Ada, an acclaimed AI customer service provider. This collaboration aims to create innovative, efficient solutions for today's fast-growing brands, including the popular hearing protection company, Loop Earplugs.

The Human-AI Synergy

Horatio is known for its unique human-first approach, which combines the skill and empathy of human agents with advanced AI capabilities offered by Ada. This hybrid model is designed to significantly enhance customer experiences and address evolving demands in customer support. By merging human intelligence with AI-driven efficiency, the partnership is set to make a significant impact on how customer service is delivered.

Jose Herrera, the CEO and co-founder of Horatio, highlighted the synergy between the two organizations: "Our partnership with Ada brings forth an innovative strategy that marries human expertise and AI innovation, ensuring we deliver top-notch experiences to our clients. Loop Earplugs exemplifies this model perfectly, showcasing how automation can work alongside live support to scale operations effectively without compromising quality."

Loop Earplugs: A Success Story

One remarkable example demonstrating the effectiveness of the Horatio-Ada partnership comes from Loop Earplugs. Known for their stylish and innovative hearing protection, Loop experienced rapid growth, which resulted in a surge of customer inquiries and support tickets. Faced with over 1,000 incoming tickets daily, Loop's response times lengthened, causing frustration among customers.

Understanding these challenges, Horatio and Ada implemented a comprehensive customer experience strategy. Ada's AI capabilities seamlessly integrated with Loop's Shopify system, establishing an AI support agent that could resolve 48% of inquiries independently. During this process, Horatio’s human agents managed all live communication channels, including email, chat, and social media, effectively covering global customer needs 24/7.

With the introduction of this hybrid support system, Loop witnessed a staggering 56.35% reduction in their average first response time, dropping from over two hours to just 0.9 hours. Consequently, customer satisfaction soared, achieving an impressive 90% CSAT score. This success was also recognized publicly, as Loop's AI agent secured second place in Belgium's prestigious "Best Bot" awards.

Expanding Presence and Future Goals

Since its founding in 2018, Horatio has quickly established itself as a major player in the outsourcing industry, recently expanding its New York headquarters to accommodate its growing footprint in the U.S. and Latin American markets. The partnership with Ada represents a focus on innovation and effective support, vital for sustaining the momentum in competitive sectors.

In conclusion, the collaboration between Horatio and Ada is set to redefine customer support standards, merging human compassion with artificial intelligence capabilities. As brands like Loop Earplugs continue to leverage this innovative partnership, the future of customer support looks brighter than ever.

For more information on Horatio and their mission to revolutionize customer experience, visit hirehoratio.com and follow them on social media @HireHoratioRD.