Horatio x Lorikeet: Delivering AI + Human QA

Raising the Bar: Horatio Partners with Lorikeet to Deliver AI-Powered Quality Assurance

Horatio, a leading outsourced customer support provider, is proud to announce a strategic partnership with Lorikeet, the AI customer support platform built for high-stakes, regulated industries.

In today’s support landscape, brands often balance a mix of internal staff, outsourced partners, and AI agents. This partnership solves a critical challenge: maintaining a single, gold-standard quality across every single conversation, regardless of where or how it happens.

A New Era of Support Visibility

Through this collaboration, Horatio clients now have access to Lorikeet Coach. This advanced analytics platform utilizes AI to automatically evaluate and coach agents on 100% of support tickets. Whether a customer is chatting with a Horatio agent, an in-house team member, or an AI system, leaders now have total visibility into performance across all channels, including voice.

"Our clients expect nothing less than exceptional service. Maintaining rigorous oversight as teams scale and distribute is a top priority for us. By partnering with Lorikeet, we are giving our clients granular diagnostic insights while showcasing the high-level quality our teams deliver every single day." said Jose Herrera, CEO at Horatio.

This partnership further distinguishes Horatio’s "boutique-style" service in a competitive market, offering clients both the flexibility of outsourcing and the ironclad quality guarantees usually reserved for small, in-house teams.

Human Expertise Mixed With AI Precision

The synergy between Horatio’s human-centric approach and Lorikeet’s technical precision creates a "best of both worlds" scenario for growing brands.

"Your customers deserve the highest standard of support, whether delivered by your team, Horatio's team, or AI agents. This partnership gives companies Horatio's human expertise backed by powerful AI QA and coaching." said Steve Hind, CEO of Lorikeet. 

How It Works: Actionable Intelligence

Lorikeet Coach moves beyond surface-level metrics like response times. It transforms unstructured data into actionable intelligence through customizable quality scorecards. Brands can define exactly what "quality" means to them, be it brand voice consistency, policy compliance, or specific CX standards.

The platform provides:

• Total Coverage: Automatically evaluates 100% of tickets (compared to the traditional 2-5% manual sampling).
• Granular Data: Breaks down performance by specific topic, individual agent, and issue type.
• Root-Cause Analysis: Flags quality issues and identifies their root causes, enabling instant course correction.
• Seamless Integration: Works across Horatio agents, internal staff, and AI agents to create a single source of truth.

About Horatio

Horatio provides high-end, outsourced customer support teams for modern brands that need to scale rapidly without losing their soul. With a focus on authentic brand representation and operational agility, Horatio helps companies deliver world-class customer experiences.

About Lorikeet

Lorikeet is an AI support platform designed for regulated industries like healthcare and fintech. By combining autonomous AI agents with "Coach", an analytics platform that maintains rigorous quality standards, Lorikeet ensures every interaction meets the highest professional criteria.

Getting Started

The partnership is effective immediately. Existing Horatio clients and brands looking to scale their support with AI-backed quality assurance can learn more by visiting www.hirehoratio.com or contacting their account lead.