Solidroad's AI promises to revamp customer service by coaching human reps, not replacing them, scoring $6.5M in seed funding

Solidroad, an artificial intelligence (AI) start-up, is vowing to resolve persisting customer service difficulties by harnessing the power of AI to improve the efficiency of customer service representatives and AI agents. The Dublin-based company has secured $6.5 million in seed funding to boost its distinct platform, led by First Round Capital and participated by Y Combinator.

With the exponential growth in customer interactions, growing businesses are faced with the challenge of maintaining high-quality customer experiences whilst simultaneously controlling costs. According to Mark Hughes, co-founder and CEO of Solidroad, companies often find themselves in a dilemma of either maintaining quality at higher costs, or cutting costs and risking customer satisfaction. Traditional solutions fail to fend off this problem.

Early customer results hint at the success of the approach. Cryptocurrency exchange Crypto.com employed Solidroad to reduce average response times by 18%, while also boosting customer satisfaction scores. ActiveCampaign reported savings equal to a year’s worth of manual coaching time. Solidroad’s customers are experiencing faster ramp times, greater than 90% go-live CSAT scores, and a significant decrease in manual QA work.

In an era where conversations have transcended from just calls and emails to multiple channels, solid proactive customer service is crucial for business growth. Solidroad’s infusion of AI into customer service is poised to change the game, creating more effective customer services that companies and customers alike will appreciate.