Horatio Thrives: AI Doesn't Kill the Call Center, Just Changes the Game

Imagine starting a call center in Miami seven years ago with a vision of a tech campus-style operation. That’s exactly what Jose Herrera did with Horatio, and he’s got 3,500 reasons to disagree with those who said it wouldn’t work.

Herrera, the co-founder and CEO of Horatio, built a company that not only survived but thrived. Horatio now serves about 125 companies, has reached nine figures in annual revenue, and operates across the Dominican Republic, Colombia, and Honduras, along with its Miami headquarters. Herrera’s approach prioritized long-term health over short-term gains, resulting in a dedicated team that not only excels but also thrives.

But what about AI? The article doesn’t mention much about AI directly, but Herrera sees it as a tool to augment human work rather than replace it. ‘It’s not so much about human versus AI to me,’ he said. ‘It’s about how can they work together.’ This is especially true in Horatio’s fastest-growing vertical, fintech, where complex issues like fraud, compliance, and identity verification still require human expertise.

For expats and digital nomads in Miami, this means that while AI is becoming more prevalent in the tech industry, it’s unlikely to replace the need for human interaction in customer service. Whether you’re a business owner or a worker, it’s important to stay flexible and adaptable as the tech landscape evolves.