Loop Earplugs: Scaling customer support and redefining careers with AI

 

Loop Earplugs is a global leader in hearing protection, designing stylish, high-fidelity earplugs that help customers enjoy music, travel, and everyday life without compromising on sound quality. As Loop grew, so did their customer support demands—leading to long response times and overwhelming ticket backlogs.

To keep up with their own standards for service, Loop turned to Ada’s AI customer service platform, launching Aura, their AI agent, to automate resolutions and deliver a high quality customer experience that scales seamlessly.

The challenge of rapid growth and rising support demand

Loop Earplugs’ explosive growth came with significant operational challenges. Their existing support model, reliant on a BPO team and a scripted chatbot, struggled to keep up with complex and high-volume customer inquiries. Although they were satisfied with the quality of their BPO, the Loop team found that scaling it was becoming time-consuming and resource-intensive, requiring constant training, hands-on oversight, and frequent hiring cycles to address turnover.

During peak sales periods like Black Friday and into January, first response times stretched to five or six days, while unresolved ticket backlogs surged past 1,000. This bottleneck hindered the team’s ability to provide timely service and forced them to continuously expand seasonal staffing.

But Loop isn’t a company that settles for workarounds. Innovation is embedded in their culture, and they knew they needed a transformative solution—one that would fundamentally change how customer service operated rather than just patch existing inefficiencies. Instead of adding more manual processes, they looked toward automation to scale effectively, reduce dependency on outsourced agents, and deliver a seamless, omnichannel support experience.

Introducing Aura, Loop’s generative AI agent

To tackle these challenges, Loop launched Aura, their AI agent built on Ada’s AI customer service platform—designed to work 24/7 with the efficiency and expertise of their top customer service employees.

With Aura managing chat, email, and social DMs, Loop achieved a 357% return on investment, proving the efficiency and cost savings of automation. First response times, which previously stretched to 5–6 days during peak sales periods, improved by 194.52%, reducing delays to a maximum of 2 hours.

But the impact wasn’t just about speed—Aura now handles the workload equivalent of 25 full-time employees, balancing out the need for costly seasonal hiring while ensuring customers get immediate, high-quality support.

Even as sales increased 400% over the past two years, Loop reduced human-agent ticket volume by 33%, proving that automation doesn’t just keep up with demand—it scales alongside it.

With Aura, Loop completely transformed its customer service model, proving that automation is a competitive advantage that delivers real results.

Creating AI experiences eCommerce customers prefer

Customers expect instant, frictionless resolutions without having to dig through FAQs or wait in long queues. Aura, Loop’s AI agent, is designed to meet these demands, ensuring fast, accurate resolutions across multiple channels while eliminating inefficiencies that slow down traditional support models. Because of this, customers have a much better experience and get the help they need without human intervention.

A key example of this is a request for an invoice. Aura can seamlessly retrieve invoice information for customers that need an instant response without making them rummage through their inboxes.

Another big pain point in eCommerce support is WISMO (Where Is My Order?) inquiries. Customers expect real-time tracking updates, but behind the scenes, agents often have to manually check multiple carrier websites to locate shipment details. This slows response times and creates confusion when updates from different shipping providers don’t align.

Loop is actively working toward a fully integrated WISMO experience, with Aura set to seamlessly pull tracking updates from multiple carriers and deliver them instantly—without requiring manual intervention from agents.

“Tracking shipments across different carriers is time-consuming for agents and frustrating for customers,” said Moors. “Using different API calls, the reasoning model, and everything Ada has to offer, we can really provide a good, tailored experience. Before, our agents had to surf across different links, working with both first-mile and last-mile shipping carriers, opening multiple tabs just to find the right information. These touchpoints can be super confusing for customers too. But with Ada, we’ll be able to provide the right information at the right time.”

Once launched, Aura will automate real-time order tracking, eliminating manual lookups and ensuring customers get accurate, instant shipping updates across all channels.

By automating inquiries, delivering instant resolutions, and optimizing WISMO tracking, Loop is setting a new standard for eCommerce support—one that is faster, easier, and built for the way modern customers shop. As a result, their CSAT increased to 80%.

Winning industry recognition

Loop’s automation-first approach has not only optimized operations but has also earned industry recognition. Their AI-driven transformation secured Aura second place for Best Bot of Belgium, an achievement that sets them apart from competitors still relying on scripted bots.

This award reflects more than just efficiency gains. It highlights Loop’s innovative culture, and their leadership in AI customer service, proving that their approach isn’t just functional—it’s truly transformative, delivering an experience customers actually prefer.

Automation as a career accelerator

For Loop’s team, AI customer service hasn’t just streamlined processes—it has opened new career opportunities. What started as a traditional support role for Toby evolved into a chance to build and optimize automation-driven experiences. Instead of looking for a career outside of customer service, he was able to reinvent his role within Loop, proving that automation isn’t a job replacer—it’s a career accelerator.

Ada’s intuitive platform made it easy for Loop’s team to adopt automation, even for employees new to working with this technology. The Ada Academy provided structured training and support, helping the team transition into automation-first roles. “The Ada Academy is super nice,” explained Moors. “The user experience is really easy to understand, especially for a newbie to automation. The platform itself is built in a way that makes it foolproof. You can tinker around without breaking things, which is always good.”

With Aura handling the majority of customer inquiries, Loop’s team has been able to rethink their entire approach to customer service. Instead of human agents being the first point of contact, Aura resolves most cases, allowing agents to step in only when needed. “Automation is changing customer service,” said Moors. “Instead of just answering tickets, we’re rewriting the rules of how we handle customer interactions. We’re shifting to an automation-first approach, where technology is the first responder, and humans step in when needed. It’s not just about reducing tickets—it’s about improving the entire experience.”