Solidroad

Solidroad is an AI training platform for customer experience teams. It generates simulated customers that look, act and sound like a company's real callers and chatters, puts support agents through those simulations, scores each conversation against a custom scorecard and turns the results into personalized training. The same scoring engine runs across live conversations, so quality assurance and training draw on one set of measurements. It is for support, learning and development, and quality leaders at organizations with large agent populations, and the site names customers including Ryanair, Crypto.com, ActiveCampaign, Intercom, Ooni and Oura. Scorecards are flexible, covering skills and behaviors such as empathy, communication, process adherence and accuracy. Simulations can be built for every conversation type, system and workflow an agent will meet, and results feed coaching plans for each individual. The platform monitors quality across human and AI agents alike, and it connects to the tools a CX team already runs so that scores flow across channels. Published customer results include an 18 percent reduction in average handling time and a 3 percent rise in CSAT. Pricing is not published. Solidroad sells through demos booked on its website, and there is no pricing page or self serve plan. Buyers should expect a quote sized to agent count and the channels they want to cover.