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Solidroad just raised $6.5M to reinvent customer service with AI that coaches, not replaces


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Solidvention, a start -up company for artificial intelligence, which is one of the most continuous problems in customer service, has collected $ 6.5 million of seed financing to expand its platform, which automatically trains customer service representatives and improving artificial intelligence agents.

The company that was established in Dublin, led by the first capital, with the participation of Y Combinator, addresses a basic challenge facing the growing companies: how to maintain high -quality customer experiences while controlling costs as conversation sizes explode after 10,000 reactions per month.

“Often CX leaders who exceed 10,000 conversations per month are stuck between two options: they either maintain quality and eat cost, or reduce costs and see customer satisfaction,” said Mark Hughes, co -founder and CEO of Solidduad, in an exclusive interview with Venturebeat. “No traditional solutions do.”

The financing round, which rises the total Solidroad capital to $ 8 million, is increasingly struggling to balance the quality of customer experience with operational efficiency. Traditional methods – the use of external sources abroad, or ancient quality guarantee tools, or fully automated artificial intelligence agents – often lead to the deterioration of degrees of customer satisfaction, according to Hawz.

How to analyze artificial intelligence every customer conversation to create dedicated training simulation

The Solidvention platform works as what Hughes calls the “assembly layer” that is located on top of the current customer communication channels, and analyzes every interaction between companies and their customers. Contrary to the solutions of artificial intelligence that tries to replace the human agents completely, Solidroad focuses on making both human actors and artificial intelligence systems more effective.

The platform automatically reviews 100 % of customer conversations via multiple channels, and the Acting Quality Assurance application requires traditional hand review of only 1-3 % of interactions. More importantly, it turns these ideas into implemented improvements by simulating individual training for human factors and refining recommendations for artificial intelligence systems.

“Traditional quality guarantee has always been manually and retroactively,” Hughes explained. “Someone reviews a handful of calls or emails, applies a typical percentage, tells you how it did. We had to rethink completely in this approach. This was not enough to record talks with artificial intelligence – we started making visions to be implemented.”

The system generates dedicated training scenarios based on actual conversation patterns and specific skill gaps, creating what Hughes describes as a widely targeted training without adding the general process or additional employees.

Early customer results indicate that the approach provides measurable improvements. Crypto.com, the exchange of cryptocurrency, Solidroad is used to reduce the average term of handling by 18 % while improving customer satisfaction degrees simultaneously from 87 % to 90 %-an increase of 3 % which represents a significant improvement in the customer service industry.

The ACTIVECAMPAIGN marketing platform stated that the equivalent of a full year from the time of manual training, which the company re -invest in high training initiatives in the amount and feedback mechanisms faster. Customer sharing platform, the new platform is cut off in half by including artificial intelligence simulation in Solidroad in their mobility.

“In all fields, Road Road 90 % or the highest color -filled CSAT shades, faster slope times, and a significant reduction in manual quality guarantee”, citing additional results from Partnerhero, which witnessed 30 % improvement in the perfection of the agent.

The platform currently analyzes hundreds of thousands of conversations per month for more than 50 customers, with new companies registration per week, according to the company.

Hughes and co -founder Patrick Venlay, who holds a chief technology official, developed their understanding of the challenges of customer experience during his domestic communication period, the customer correspondent platform where they met and cooperated for the first time.

“Patrick was building features,” Hughes recalls. “We have seen directly how important customer experience is to grow, but also the extent of their frustration in working with tools that have not already helping CX teams to perform their functions better. Even the great companies were stuck in the channel solutions that were not built for them.”

The duo is an increasing trend for the founders of the second corridor who apply artificial intelligence to the operational challenges of institutions. He founded Hughes and previously sold Gradguide, a professional guidance platform, while Finlay participated in the founding of Monaru -backed Y Combinator.

Why did Solidduad choose to enlarge a person in the alternative direction of artificial intelligence

The customer experience market market has exploded as companies realize the impact of customer satisfaction revenues, but many current solutions focus on full automation or basic analyzes rather than systematic improvement of human performance.

Traditional quality guarantee tools usually require great manual supervision and provide visions retroactively instead of pre -emptive training. Meanwhile, the agents of AI often fully struggle with promising costs, with complex or accurate customer interactions emotionally, and sometimes what Hughes describes as “hallucinations” instead of useful responses.

“Unlike other Acting CX solutions, we do not deal with conversations ourselves,” Hughes explained. “Most AI CX tools are trying to replace people with artificial intelligence factors. We help them improve.”

These sites reflect a broader debate in the industry on the optimal balance between human agents and artificial intelligence in customer service operations.

The betting bet indicates in the first round

Lead investment in the first round of the capital tour is to verify the validity of the Solidduad approach. The project company has previously led early tours of companies including concept, urine and other platforms that define categories, indicating confidence in the possibility of reshaping customer experience technology.

“We are excited to work with the first round, which was the first institutional investor in companies such as ISION, Uber and many others,” Hughes indicated the company’s announcement. “But most importantly, they supported the founders who know how to build.”

Funding will support in the first place aggressive employment, especially in San Francisco, where the company creates its primary position. Solidvention plans to transport its residing team in Ireland to the Gulf region with the expansion of engineering jobs and access to the market.

“We are currently focusing on employing engineering roles and moving to the market,” Hughes said. “We are looking for people who want to be on the boundaries of artificial intelligence and customer experience.”

The organization’s security measures deal with increasing concerns about analyzing sensitive talks of artificial intelligence

Since Solidvention analyzes sensitive customer conversations, the company has spoken security measures at the level of institutions including the SOC 2 compliance and ISO27001. The customer’s data remains isolated in safe work spaces without participation through the customer, addressing privacy concerns that have become of increasing importance as companies adopt tools operating on behalf.

“Security and Privacy Joharman of how our work,” Hughes. “Each customer data lives in a safe and isolated work space. Nothing is shared among customers.”

What is the success of Solidduad about the future of AI’s dependence in the workplace

The Solidvention approach reflects wider trends in adopting artificial intelligence, as companies are increasingly seeking to enlarge instead of replacing human capabilities. Instead of continuing full automation, the statute allows what Hughes describes as “the correct balance of humans and AI”.

“We believe that artificial intelligence should deal with frequent work and transactions, and humans should take care of complex, emotional and accurate interactions,” said Hughes. “Solidroad helps companies understand the location of this line and then helps both sides improve.”

This philosophy corresponds to AI’s strategies for emerging institutions that emphasize the human cooperation AA instead of replacing workers in bulk.

The biggest picture: Why may constant improvement be more than perfect automation

The rapid growth of Solidvention and the big financing round lights a decisive shift in how institutions deal with artificial intelligence – which gives priority to a systematic improvement in revolutionary replacement. While a lot of artificial intelligence discourse focuses on dramatic automation that completely eliminates human roles, the success of Solidvention indicates that companies may find more value in technologies that make their current working power better.

The timing is especially important. Since the initial excitement about the agents of fully self-self-self-intelligence faces the chaotic facts of customer service-where sympathy, context and resolution of accurate problems in mankind are clearly-companies discover that the most artificial intelligence applications may be those that enhance human capabilities rather than eliminate them.

Hughes’s vision to make the “interaction of every customer” is a deeper educational opportunity than improving the process. It suggests a future in which artificial intelligence serves as a continuous reactions, which constantly raises the foundation line for human performance instead of replacing it. This approach may be more sustainable and more transformative in the end of the bilateral choice between man or artificial intelligence that dominated many of the technology of institution technology.

In an era in which customer experience is increasingly commercially, you may discover companies that explore it systematically instead of automating that they have built something more valuable than the cost-cutting tool-have created a competitive advantage of time.


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2025-06-05 17:39:00

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