Solidroad - Unified QA and training for human and AI agents

What is Solidroad

If you're managing a customer experience team, you've likely faced a frustrating reality: despite your best efforts, traditional quality assurance only captures 1-5% of customer interactions. That means 95-99% of your customer conversations happen without any systematic quality review—an enormous blind spot that can silently erode customer satisfaction and agent performance.

This is exactly the problem Solidroad was built to solve. Solidroad is a unified optimization platform that brings both human and AI agents under one quality assurance framework, connecting customer insights to concrete代理改进 in a complete closed loop.

What makes Solidroad different is its ability to do what traditional QA tools simply cannot: review 100% of customer interactions in seconds, not just a statistical sample. Combined with AI-powered模拟培训 that creates realistic customer scenarios for agent development, you get a platform that doesn't just identify problems—it helps you solve them systematically.

The platform has earned the trust of leading organizations including Fever, Ryanair, ActiveCampaign, Crypto.com, Podium, Amenitiz, and many others. These teams consistently achieve measurable results: 50% faster time to quality threshold, 33% improvement in resolution speed, 18% reduction in average handling time, and 3% CSAT improvement.

From a security standpoint, Solidroad maintains the highest standards with SOC 2 and ISO 27001:2022 certifications, ensuring your customer interaction data is protected with enterprise-grade encryption and compliance controls.

Solidroad's Core Features

You can use Solidroad's feature set to transform how your team approaches quality assurance and agent development. Let's explore what each capability means for your operations.

100% Interaction Review lets you automatically analyze every customer conversation across all channels in seconds. Instead of relying on manual sampling that misses 95%+ of interactions, you get complete quality visibility. The AI-driven scoring and analysis surfaces issues immediately, so you can verify that fixes actually work—no more guessing whether improvements reached all your customers.

AI模拟培训 is perhaps Solidroad's most innovative feature. You can generate customized training scenarios based on real customer conversations, simulating authentic interactions for agent practice. Whether you're onboarding new team members, validating that hires are ready for live customer interactions, or screening candidates during recruitment, each模拟 saves approximately one hour of training time compared to traditional methods.

Multi-channel support means Solidroad applies consistent quality standards across phone, live chat, video, and email interactions. Your team doesn't need to maintain different QA frameworks for different channels—you get unified metrics and reporting regardless of how customers reach you.

Unified quality standards address a growing challenge for CX teams: managing hybrid workforces that include both human agents and AI assistants. Solidroad lets you establish a single optimization layer that governs all代理 types, ensuring customers receive consistent quality whether they're talking to a human or an AI.

Customer insight analytics transforms raw interaction data into actionable intelligence. You can identify recurring issues, spot trends before they become problems, and feed these insights back to product teams for service and product improvements.

Hiring and onboarding validation uses AI-driven模拟 interviews and assessments to evaluate candidates at scale. Ryanair and other customers have reduced interview time by 50% while improving candidate quality—making recruitment more efficient without sacrificing rigor.

Who Uses Solidroad

Solidroad serves customer experience teams across industries, from high-growth startups to established enterprises. Here are the primary scenarios where teams find the most value.

For客服质量保证 teams, the core challenge is that traditional sampling leaves enormous blind spots. You might review a random 2% of interactions and call it "quality assurance"—but what about the other 98%? Solidroad changes this equation entirely. Fever, for example, now has complete visibility into 100% of their global support interactions. Their team leads report feeling confident that when gaps are discovered, they can verify fixes actually worked before those issues affected more customers.

For代理入职培训, the typical pain point is lengthy onboarding cycles where new agents take weeks or months to reach quality standards. Podium addresses this by using AI模拟培训 that exposes new hires to realistic customer scenarios before they handle live conversations. Their result: agents reach quality thresholds 50% faster than traditional training methods.

For招聘筛选, ActiveCampaign and Ryanair face the challenge of evaluating candidate quality at scale. Traditional interviews are time-intensive and inconsistent. Solidroad enables these teams to run standardized模拟 assessments that objectively measure candidate capabilities. Ryanair cut interview time in half while maintaining—or improving—hiring quality.

For AI代理优化, organizations increasingly deploy AI assistants alongside human agents, but monitoring AI quality presents new challenges. Crypto.com uses Solidroad to achieve large-scale quality visibility across their customer interactions, resulting in 18% reduction in handling time and 3% CSAT improvement. The unified platform lets them optimize both human and AI performance together.

For全球运营质量统一,跨国 teams often struggle with inconsistent quality standards across regions. Amenitiz solved this with centralized quality management and reporting, ensuring every team member's work is evaluated representatively—not just a lucky or unlucky sample. Their team appreciates that quality now reflects 100% of their performance.

Technical Features and Security Compliance

When evaluating a platform that handles your customer interaction data, you need confidence in both technical capabilities and security practices. Solidroad delivers on both fronts.

AI-powered quality assurance forms the technical foundation. Solidroad integrates OpenAI's large language models to power automated scoring, sentiment analysis, and quality evaluation across all interactions. This isn't simple keyword matching—it's contextual understanding that recognizes nuance in customer conversations, identifies compliance risks, and surfaces actionable insights.

Multi-channel integration means you can connect phone, live chat, video, and email support systems through a unified quality framework. Regardless of where your customers reach you, Solidroad applies consistent evaluation criteria and provides aggregated analytics.

From a security and compliance perspective, Solidroad maintains certifications that enterprise customers require:

SOC 2 certification demonstrates that Solidroad has undergone rigorous third-party audits of its security, availability, processing integrity, confidentiality, and privacy controls.

ISO 27001:2022 certification represents the international standard for information security management systems, providing additional assurance of your data protection practices.

Data security measures include encryption both at rest and in transit, ensuring your interaction data remains protected throughout its lifecycle. Single sign-on (SSO) integration simplifies user authentication while maintaining security.

Data handling policies are transparent and customer-friendly: when you end your relationship with Solidroad, your data is deleted. The platform maintains clear data retention policies so you always know how long information is stored.

Privacy practices are equally important. Solidroad collects employee personal information necessary for performance management but does not collect customer personally identifiable information, credit card details, or personal health information—reducing your compliance burden.

Additional security measures include regular penetration testing, business continuity planning, and disaster recovery protocols to ensure service availability.

Frequently Asked Questions