A new chapter for Solidroad: $25M to make every customer interaction count
Mark Hughes
CEO & Co-Founder
The best customer experience teams share something in common: they make every interaction count.
Not just the escalations. Not just the five-star reviews or the angry churn emails. Every interaction, whether routine, an edge case, or an AI-handled ticket that closes in under a minute, gets the same scrutiny. Every one becomes a signal. And those signals, compounded over time, are how you build a support operation that consistently gets better.
Most teams aren't there yet. The volume of customer interactions has exploded. AI agents now handle conversations at a scale no human team could. But the infrastructure to evaluate that volume, and understand whether quality is going up or down, hasn't kept pace. The result is that most support interactions go unreviewed, and most of what happens inside them stays invisible.
That's the problem Solidroad was built to solve.
Today, we're announcing a $25 million Series A led by Hedosophia, with continued participation from First Round Capital and Y Combinator, to make every interaction count, for every company.
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Exceptional service shouldn't be the exception
Solidroad is an AI-native quality assurance and training platform for enterprise customer experience teams. We automatically evaluate 100% of customer conversations, across human agents and AI, surfacing risk, identifying skill gaps, and triggering personalised coaching in real time.
We turn every customer interaction into measurable insight. While most company support interactions go unreviewed, our platform evaluates them at scale, holding every interaction to a high quality standard to ensure customers feel supported. This funding enables us to expand our team and capabilities so more companies can make exceptional service the standard, not the exception.
The impact is measurable. Crypto.com reduced average handling time by 18% and improved CSAT by 3%. Podium cut new hire ramp time in half. ActiveCampaign recovered the equivalent of a full year of coaching hours. Across our customer base, which includes Ryanair, ŌURA, and Faire, we're now scoring hundreds of thousands of conversations per month, and analyst productivity has improved by up to 10x.
The case for this kind of infrastructure has never been stronger. AI is handling an increasing share of customer interactions, but speed and scale without quality oversight creates a new category of risk. A systematic flaw in an AI agent's responses can affect thousands of customers before anyone notices. Inconsistent human performance compounds quietly until it shows up in churn.
The companies getting this right are the ones that have moved past periodic sampling and manual review. They're measuring quality continuously, at full coverage, and using those measurements to drive coaching and improvement automatically. Quality stops being a function of how much time the QA team has and becomes a property of the system itself.
That's what we're building toward. Not a better QA tool, but a new standard for how enterprise support teams operate.
What’s next for Solidroad
Hedosophia led this round with the conviction that quality oversight is the critical missing layer in the AI support stack. "AI is transforming how companies handle customer support, but maintaining consistent quality is still a huge challenge," said Andrew Smyth, Partner at Hedosophia. "Solidroad brings the needed visibility and oversight to every interaction, helping support teams continuously improve."
This funding accelerates our expansion across San Francisco and Dublin, deepens our product capabilities, and brings what we've built for our current customers to more enterprises.
None of this happens without the people who bet on us early. To our team in San Francisco and Dublin: you've built something genuinely world-class, and this is recognition of what you've already accomplished, not just what's ahead. To our customers who gave us early access to their most important data, trusted our roadmap, and pushed us to build better: thank you. The results you've achieved are the whole point. You're the reason we show up.
The next chapter is about scale . More companies, more conversations, and a higher bar for what enterprise CX looks like. We're just getting started.
If you want to raise the bar on your own CX performance, we'd love to show you how.
And if you’ve ever wanted to build the thing that finally fixes customer experience, want to work on a product at the cutting edge of tech, and want to work alongside a team of passionate (and fun!) colleagues, now’s the time. Check out our careers page for open roles.
— Mark & Patrick
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