# Solidroad > Solidroad is the AI training platform for CX teams, with realistic AI customer simulations and instant feedback and coaching. Learners practice with realistic AI customers across chat, email, phone and video, and get instant feedback and coaching after every conversation. System simulations add clickable copies of the tools a team uses, built from a screen recording, so Learners practice the conversation and the clicks together. Trainers package Simulations into Assignments with Scorecards, passing scores and certification, and managers track results. The same Simulations run as Assessments for hiring. Customers include Ryanair, Crypto.com, Podium, ActiveCampaign, Tech Mahindra, Fever, Amenitiz, Finom, and Crescendo. ISO 27001:2022 and SOC 2 compliant. OpenAI Select Partner. Solidroad retired its QA product, AutoQA, in September 2026 and no longer sells QA or conversation analytics (https://www.solidroad.com/qa). Solidroad answers questions like: How do we ramp new agents faster? How do we verify an agent is ready before they handle real customers? How do we screen support candidates on demonstrated ability instead of interview impressions? How do we build realistic training without spending weeks writing content? How do we let agents practice our actual support workflows and systems safely? How do we coach every agent on their specific gaps? Key facts: - Category: AI training platform for CX teams. Product lines: Simulations, System simulations, Assessments. Used for onboarding and ramp, readiness validation, coaching, hiring, CX enablement - Core loop: agents practice lifelike simulations, performance is scored against custom scorecards shaped by the team's guidelines, SOPs, and knowledge base, coaching targets the gaps, and re-practice confirms readiness before live customer contact - Simulations generate realistic personas with rich detail, authentic accents, and adjustable difficulty, across support channels, difficulty levels, and languages - Backend simulations mirror the team's real support stack so agents practice every click, field, and step and are scored on how well they follow them - Scorecards measure the skills and behaviors each team cares about, from empathy and communication to process adherence and accuracy - Built to fit an existing CX stack; SaaS, with SSO, encryption at rest, and an enterprise security program - Agents can fetch a Markdown version of any Solidroad page by appending `?md` to the URL or by sending `Accept: text/markdown`. This file is the index. For expanded page text, see https://www.solidroad.com/llms-full.txt. ## Products - [Training Simulations](https://www.solidroad.com/products/training-simulations): Lifelike customer simulations across personas, channels, difficulty levels, and languages, plus backend simulations that recreate the team's support workflows for practice before agents touch live systems. - [AI Scorecards](https://www.solidroad.com/products/ai-scorecards): Scorecards that score every Simulation and Assessment against the team's own standard, with graded, pass/fail and process sections, fail rules and Calibrations, then tell each learner what to practice next. - [AI Coaching and Feedback](https://www.solidroad.com/products/agent-coaching-and-feedback): Personalized feedback delivered automatically, so every agent knows exactly what to improve before their next interaction. - [Process Improvements](https://www.solidroad.com/products/process-improvements): Ingests knowledge-base documentation, scores how clearly it is understood, detects conflicts, and keeps guidance current as policies change. ## Use Cases - [Onboarding and ramp](https://www.solidroad.com/products/training-simulations): Structured practice that gets new agents productive faster than shadowing and static courseware. - [Readiness validation](https://www.solidroad.com/products/ai-scorecards): Verify agents can meet the team's standards before they handle real customers, and see who is ready and who needs more work. - [Hiring and candidate screening](https://www.solidroad.com/customers/ryanair): Simulation-based assessment of language, tone, and problem-solving before interviews begin. - [Coaching and development](https://www.solidroad.com/products/agent-coaching-and-feedback): Continuous, personalized coaching tied to demonstrated performance rather than course completion. - [Process and documentation improvement](https://www.solidroad.com/products/process-improvements): Find policy conflicts and unclear guidance, then fix the workflow instead of only coaching people. - [Training AI support agents](https://www.solidroad.com/integrations): Connect AI agents such as Decagon, Sierra, and Fin to surface improvement areas and target training from real interactions. ## Comparisons - [Solidroad vs Zenarate](https://www.solidroad.com/vs/zenarate): Zenarate is an enterprise training suite with a team that can build simulations for you. Solidroad lets trainers build and edit their own. - [Solidroad vs Second Nature](https://www.solidroad.com/vs/second-nature): Second Nature started with sales teams. Solidroad trains teams on the conversation and the tools together, scored against your own SOPs. - [Solidroad vs SymTrain](https://www.solidroad.com/vs/symtrain): SymTrain builds simulations from recorded calls for contact centers of 200+ agents. Solidroad trains the conversation and the tools together. ## Customers - [Customer stories](https://www.solidroad.com/customers): Index of customer outcomes and case studies. - [Ryanair](https://www.solidroad.com/customers/ryanair): Europe's largest low-cost carrier; simulations in the first hiring stage cut interview time from 30 minutes to 15 and saved 38 hours on a 100-candidate hiring day. - [Crypto.com](https://www.solidroad.com/customers/crypto): Validation simulations confirm new agents are ready before live tickets; 18% reduction in average handling time and 3% increase in CSAT. - [Podium](https://www.solidroad.com/customers/podium): Readiness checkpoints before customer contact; agents reach quality thresholds 50% faster (60 days instead of 90) and resolution speed improved 33%. - [ActiveCampaign](https://www.solidroad.com/customers/activecampaign): Consistent measurement and validation across global teams, replacing more than 2,000 hours of manual review effort. - [Tech Mahindra](https://www.solidroad.com/customers/tech-mahindra): Technology services company; NPS up 10 points and quality scores up 5%, now extending to new-hire validation. - [Fever](https://www.solidroad.com/customers/fever): Live-entertainment platform; consistent standards across markets and languages, with validation simulations confirming agents meet the bar before returning to live conversations. - [Amenitiz](https://www.solidroad.com/customers/amenitiz): Hospitality platform; AI-driven simulations cut ramp time and let new reps practice without risking real leads or senior-staff shadowing time. - [Finom](https://www.solidroad.com/customers/finom): Fintech; the Training and Quality team scaled review and built a stronger foundation for training as the company grew. - [Crescendo](https://www.solidroad.com/customers/crescendo): Outsourced support provider; standardized validation across regions and roles before deployment, with 50% less time spent on manual assessment. ## Integrations - [Integrations](https://www.solidroad.com/integrations): Connect the existing CX stack: helpdesk and CRM (including Zendesk, Intercom, Gladly, Gorgias, and ServiceNow) for conversation context, AI support agents (Decagon, Sierra, Fin), and knowledge sources (Guru, Notion) so simulations, scorecards, and coaching reflect how the team actually supports customers. ## Security - [Security](https://www.solidroad.com/products/security): Enterprise security standards, including ISO 27001:2022 and SOC 2, SSO, encryption at rest, and retention, classification, and deletion controls for customer data. ## Resources - [AI-Powered Training for Customer Support Agents: A Complete Guide](https://www.solidroad.com/resources/ai-powered-training-customer-support-agents) - [Real-Time Agent Coaching: Closing the Feedback Loop](https://www.solidroad.com/resources/real-time-agent-coaching-closing-the-feedback-loop) - [A new chapter for Solidroad: $25M to make every customer interaction count](https://www.solidroad.com/resources/series-a) - [Solidroad Raises $25 Million to Support AI-Powered Customer Support Training](https://www.solidroad.com/resources/series-a-funding) - [Solidroad and Customer Intelligence Platform Unwrap Partner to Turn Insight Into Action](https://www.solidroad.com/resources/solidroad-and-unwrap) - [Solidroad Named OpenAI Select Partner](https://www.solidroad.com/resources/solidroad-named-an-openai-select-partner) - [Solidroad Optimization Framework: From Training Insight to Learner Improvement](https://www.solidroad.com/resources/solidroad-optimization-framework-from-insight-to-improvement-for-human-and-ai-agents) - [Solidroad raises $6.5M to help CX teams increase CSAT without increasing cost](https://www.solidroad.com/resources/solidroad-raises-6-5m-to-help-cx-teams-increase-csat-without-increasing-cost) - [Solidroad SCORE Methodology](https://www.solidroad.com/resources/solidroad-score-methodology-systematic-agent-development-through-ai-simulation): Simulation-based agent training and feedback. - [State of CX](https://www.solidroad.com/state-of-cx): Solidroad research on CX, agent ramp, and what agents say about training and feedback. - [Resource library](https://www.solidroad.com/resources): Guides, comparisons, research, and company news. ## Get started - [Book a demo](https://www.solidroad.com/demo): The primary call to action on every Solidroad page; talk with the team about the platform. ## Optional - [Help Center](https://help.solidroad.com/): Product documentation and support articles. - [Careers](https://www.solidroad.com/careers): Open roles and information about working at Solidroad. --- # Solidroad page content ## Does Solidroad still do QA? Source: https://www.solidroad.com/qa No. Solidroad retired AutoQA, its QA product, in September 2026. Solidroad no longer sells QA, automated scoring of live customer conversations, or conversation analytics. Solidroad is the AI training platform for CX teams, with realistic AI customer simulations and instant feedback and coaching. It has three product lines: - Simulations: Learners practice with realistic AI customers across chat, email, phone and video, and get instant feedback and coaching after every conversation. - System simulations: clickable copies of the tools a team uses, built from a screen recording, so Learners practice the conversation and the clicks together. - Assessments: the same Simulations, used to screen candidates during hiring. Scorecards score Simulations and Assessments, not live customer conversations. Scoring live customer conversations was AutoQA, which is retired. Why: Solidroad was founded as a training company. Customers pulled it into QA, and QA became a meaningful part of the business. By September 2026 Training was growing fast and QA was not, yet about 90% of the effort across engineering, sales, support and customer success went into QA. Solidroad had also built System simulations, so it chose to focus on training. Mark Hughes, CEO and co-founder: "This isn't a pivot. It's a focus." Announcement (September 21, 2026): https://www.linkedin.com/pulse/sunsetting-qa-launching-system-simulations-mark-hughes-ogyic/ Former AutoQA customers: Solidroad made a plan with its QA customers to help each of them find a new home for their QA work. For account questions, email support@solidroad.com. ## Solidroad for BPOs Source: https://www.solidroad.com/bpo Accelerate knowledge transfer, reduce training time and deliver better-performing teams with Solidroad. Turn client knowledge, processes and workflows into realistic AI training Simulations. Let agents practice customer conversations and systems before going live, while giving trainers and operations leaders clear visibility into performance, progress and production readiness. Published customer results: Podium agents reach quality thresholds 50% faster, validated as ready in 60 days instead of 90 (https://www.solidroad.com/customers/podium). At Crescendo, which provides outsourced customer support, time to quality threshold decreased by 20% and applicant pass-through rates increased by 25% (https://www.solidroad.com/customers/crescendo). - Win more programs: AI Simulations transfer each client's knowledge, systems and processes to your frontline team, so agents start the program confident and ready to take live contacts. - Ramp faster, keep more: agents practice the real job before their first live contact, so new hires reach proficiency sooner. - Hire better: Assessments screen candidates at volume, before the interview, with a scored AI customer conversation from a link, so every site hires to the same standard. Language level can be checked on the CEFR scale. Conversations BPO teams practice, each a Simulation set up with its own Persona, learner role, difficulty and language, on chat, email or phone: - CX rep training and scoring: support agents practice real customer conversations on chat, email and phone, and every attempt is scored against the client's Scorecard, with feedback on what to practice next. - Manager training: team leads practice giving feedback, coaching and hard conversations, with the AI playing an agent on their team. - Cold call training: outbound agents practice the opener, get past "not interested" and book the next step with a realistic prospect. - Retail sales training: agents answer product questions, recommend the right fit and upsell to shoppers who are unsure or watching their budget. - Discovery call training: agents practice asking the right questions, uncovering needs and handling objections before they propose a solution. How a new client program runs on Solidroad: build Simulations from the client's policies, knowledge base and call flows; agents practice in a working replica of the client's software (System simulations) beside the AI customer; every attempt is scored against a Scorecard that reflects what the client expects; Assignments set a passing score, agents are certified when they pass, and reports show who is ready by agent and team before go-live. Security: ISO 27001:2022 and SOC 2 compliant, single sign-on (SSO) and SCIM provisioning, encryption at rest, US or EU data residency. Awards and recognition: Silver winner, Best Innovation in CX, US Customer Experience Awards 2026 (https://usacxa.com/winners-and-finalists-2026). Silver sponsor, CCMA 2026 Irish Customer Contact and Shared Services Awards. ## Partner program Source: https://www.solidroad.com/partners For BPOs that want to offer AI training to the brands they serve. Choose the route that fits how you work with each client. - Resale: offer Solidroad to your clients as part of your own services. You keep the client relationship. - Co-sell: bring the Solidroad team into a client opportunity and sell it together. - Referral: introduce a client that needs better agent training. The Solidroad team takes it from there. Apply to become a partner through the form on the page. BPOs that want Solidroad for their own agents: https://www.solidroad.com/bpo ## AI Scorecards Source: https://www.solidroad.com/products/ai-scorecards AI Scorecards ### Your standard. Your rules. Every attempt scored. Define what great looks like once. Solidroad scores every Simulation and Assessment against it, then tells each learner what to practice next. [Get a demo](https://www.solidroad.com/demo) Solidroad AI Scorecards turn your quality standard into a score for every practice conversation and hiring assessment. Build one from your own rubric or let AI draft it, then calibrate it with your trainers so the AI grades the way they do. #### Solidroad shows who is ready, and what they should practice next. ##### Calibrated to how your trainers grade Run Calibrations with your trainers so the AI scores the way your team does. ##### Feedback as soon as an attempt ends Each Simulation gets a score out of 100, top strengths, focus areas and a next step the moment it finishes. ##### Scorecards that fit how you grade Mix graded, pass/fail and process sections, and set fail rules for the steps nobody can skip. ##### Turn your standard into a Scorecard. Write a section for each skill you train, such as empathy or process accuracy, or let AI draft the Scorecard for you. Versioning keeps a record of every change. [Get a demo](https://www.solidroad.com/demo) ##### Score the whole conversation. Solidroad scores how the learner handled the customer, what they said and which steps they followed. In System simulations it also scores what they did in your tools, and it can score language level from A1 to C2. [Get a demo](https://www.solidroad.com/demo) ##### Hold everyone to the same bar. Use one Scorecard for practice Simulations and hiring Assessments, so candidates, new hires and tenured staff are measured the same way. [Get a demo](https://www.solidroad.com/demo) > “We finally have consistent visibility into quality across every region. And we can verify readiness before agents go live, not after.” > > Destiny Young, Sr. Manager, Experience Quality Programs - 1hr: Saved per simulation - 2000+: Hours of training completed [Case study](https://www.solidroad.com/customers/activecampaign) #### Frequently asked questions ##### How do we know an agent is ready for real customers? Set a passing score. Agents practice until they hit it, and the ones who pass get certified, so you know who can handle the job before they meet a customer. ##### Can we build a Scorecard from our own rubric? Yes. Add a section for each skill you care about and flag the steps nobody can skip. Or start from a template and let AI draft the rest. Solidroad versions every change. ##### How do we make sure the AI scores like our trainers? Your trainers run Calibrations to line the AI's scores up with their own. Add your SOPs and the AI scores against your process too. ##### Can we use the same Scorecard for training and hiring? Yes. You score candidates, new hires and tenured agents against one standard, and you can rate language level too. ## Training Simulations Source: https://www.solidroad.com/products/training-simulations Training Simulations ### Practice that feels like the real thing. Build lifelike simulations across every channel, so agents arrive at every conversation confident, prepared, and ready for whatever comes next. Solidroad Training Simulations give your agents realistic AI customers to practice on before they talk to real ones. You set the scenario. Your agents handle it over chat, email, phone or video, in 90+ languages, and get feedback the moment they finish. Acme Helpdesk Reports Dashboard Alerts End simulation Estimated expenses Total spend $ 0 Saved Simulations Name Resolving Double Charges Change subscription dates Scenario Phone Email AI Persona Lily Camila Roman Smith Budget Current Budget: $12,450 Paid to Date: $3,875 Melissa N. (+1) 578 078-0749 End Call #### Solidroad Simulations so real, agents forget they're training. Build immersive customer simulations Generate realistic scenarios across personas, support channels, difficulty levels, and languages. Train across your support ecosystem Give agents practice in chat, email, phone, and video. Plus, backend tools mirror your support environment. Evaluate performance with precision Score simulations against custom rubrics shaped by your guidelines, SOPs, and knowledge base. ##### Set the standard for realistic role-plays. Generate personas that mirror real customers. Rich details, authentic accents, adjustable difficulty, and lightning-fast replies make every simulation feel like the real thing. ##### Mirror and train on your agents' support stack. Recreate your support workflows so agents can practice every click, field, and step, and get scored on how well they follow them. Backend simulations build operational precision long before agents touch live systems. ##### Higher CSAT starts with better practice. Give agents rich practice, grounded in your customers’ needs and your real support stack. With stronger skills and fewer mistakes, agents deliver the kind of experiences that move CSAT in the right direction. We have complete visibility into quality across hundreds of thousands of conversations. We can verify agent readiness before it impacts customers.” Alex Dimitrov Head of Learning and Development 18% Reduction in average handling time Increase in CSAT scores Case study #### Frequently asked questions ##### What channels do Solidroad Training Simulations support? Chat, email, phone and video, in 90+ languages, so agents practice on the channels they work. ##### Can agents practice in our own helpdesk tools? Yes. System simulations are working, sandboxed copies of the software your team uses. Agents practice the clicks along with the conversation, and nothing they do touches your live systems. ##### Can we build Simulations from our own knowledge base? Yes. Write a prompt or bring in your existing help docs, and Solidroad builds the Simulation from them. Save a customer persona once and reuse it anywhere. ##### How do Simulations help new agents ramp faster? New agents rehearse the hard conversations before their first shift and get feedback after every attempt. Crypto.com uses validation simulations to confirm new agents are ready before live tickets, and reports an 18% reduction in average handling time and a 3% increase in CSAT. ## Agent Coaching and Feedback Source: https://www.solidroad.com/products/agent-coaching-and-feedback Coaching & Feedback ### Every conversation is a chance to get better. Deliver personalized feedback automatically, so every agent knows exactly what to improve before their next interaction. Solidroad AI Coaching and Feedback tells each agent what went well and what to work on the moment they finish a practice conversation, judged against your team's standard. Trainers see where one agent, or the whole team, needs more practice. Simulation Reservation Change Request Drake S. Handling time FRT ART Transcript 1m 58s Ricardo Manso Hello! I need to change the dates for my upcoming reservation. I won't be able to stay on the original dates. 0:01s Hi! Please provide me with your reservation details, and let me know the new dates you'd like to book. I'll make changes. 0:04s Thank you. My reservation number is #58391. I’d like to change my stay from July 12–15 to July 19–22. Please let me know if those dates are available. 0:10s Feedback of 100 You started the interaction well, but the closing missed an opportunity to reinforce customer confidence. End by confirming the reservation details, outlining next steps, and asking if there's anything else you can assist with. Opening You're off to a good start. Personalizing the response with the customer's name would make the interaction feel more natural. Communication skills Sofia needs to emphasize having more control over her work and also executing the tasks she was given #### Solidroad teaches agents exactly how to master their next conversation. Create lifelike customer support simulations Build and assign customized AI simulations that look, sound, and behave like your real customers. Product knowledge Auto QA analysis 7/10 Empathy 6/10 Active listening 5/10 Clear communication Evaluate performance with precision Automatically score every simulation across custom criteria like tone, empathy, and SOP adherence. Spelling and grammar Examples 80% “Would you like a replcement?” “How cold I be at your service?” “Is this satifacfory enough for you?” Send personalized coaching, automatically Provide agents with automatic coaching insights and surface trends for trainers at a glance. ##### Remove the bottlenecks of manual coaching. Solidroad automates tedious coaching tasks like role-plays, manual scoring, transcript reviews, and written feedback, eliminating hours of repetitive work so trainers can focus on higher-impact development. ##### Ensure agents are ready for real customers. Realistic, dynamic simulations help agents build confidence, sharpen judgment, and understand how to respond under pressure, long before they speak with actual customers. ##### Accelerate time to proficiency. Deliver structured, repeatable practice and immediate feedback to shortens the skill-building process and help agents reach proficiency in weeks, not months. On a busy day, we interviewed 100 people. Solidroad saved me 38 hours by reducing interview time because the technical element was already done.” Marcelo Filippi Contact Center Relationship Manager 50% Drop in interview time Hours saved per hiring cycle Case study #### Frequently asked questions ##### What feedback do agents get after a Simulation? A score against your Scorecard, what they did well, what to focus on and a clear next step. They know what to practice before their next conversation. ##### How do we coach every agent on their own gaps? Each agent gets feedback on how they did, judged against your standard and your SOPs. Reports show your trainers whether a gap belongs to one agent or the whole team. ##### Can we certify agents and track their progress? Yes. Set a passing score and a due date, and agents who pass get certified. Reports track completion and scores, and you can export them. ##### Does Solidroad integrate with our LMS? Yes. Solidroad syncs training with your LMS, and you can export reports whenever you need them. ## Process Improvements Source: https://www.solidroad.com/products/process-improvements Process Intelligence ### Workflows that get sharper the more you use them. Surface the gaps in your processes before they reach your customers. Score how well every workflow is understood and followed, and use the findings to keep your team sharp. Evaluations Support team evaluation Create Name Order marked as delivered but not received Courier is late or not moving Missing or incorrect items in an order How to request a refund or credit Payment failed but order was placed Promo code not applying at checkout How to cancel an order before pickup Restaurant is unavailable after ordering Refund was late Payment was received but without discount Status Live Not started AQS score 0 % Process overlap Created by Jane Jennson Sofia Mendoza Paul Wilson Luke Staffer Josh Williams 1 - 20 of 853 results #### Solidroad makes workflows that actually work Upload and score everything, instantly Ingest workflows from any source and measure how clearly each one is understood. Issue store credit Meredith Q. Eduardo L. Chris J. Angelique S. Evie O Automatically match the right guidance Detect duplicates and contradictions across documentation and apply the correct workflow every time. Jun 19 30 min Urgent Missing items in order Today 45 min 15 min 60 min Keep guidance continuously up to date Automatically refine and update workflows as policies change, without slowing teams down. ##### Turn your workflows into a system that improves itself. Solidroad improves processes by ingesting documentation from your knowledge base, scoring how clearly it’s understood, automatically detecting conflicts, and keeping guidance up to date as policies change. ##### Ensure processes are clear, concise, and followed. Instantly create documentation that’s detailed enough to remove ambiguity, concise enough to get read, and structured so that agents will apply it consistently. ##### Make process clarity measurable. Solidroad uses percentage-based scores to assess how clearly workflows are understood by LLMs and pinpoint where documentation needs tightening. We have complete visibility into quality across hundreds of thousands of conversations. We can verify agent readiness before it impacts customers.” Alex Dimitrov Head of Learning and Development 18% Reduction in average handling time Increase in CSAT scores Case study ## Security Source: https://www.solidroad.com/products/security Security ### Security and reliability are at our core We follow industry-leading practices for encryption, compliance, and operational resilience, so your team can trust Solidroad with your most sensitive interactions. Solidroad is certified to the standards enterprises trust. Solidroad meets the highest industry standards with ISO 27001:2022 and SOC 2 compliance, ensuring your data is protected by audited, independently verified controls. Explore the Demo Comprehensive protections across systems, people, and processes. Solidroad secures your data through robust infrastructure controls, strong organizational governance, product-level safeguards, and disciplined internal security procedures. We support Single Sign-On (SSO) and encrypt data at rest. Data and privacy controls you can rely on. We enforce established retention, classification, and deletion policies to ensure your customer data is always handled responsibly. ## Integrations Source: https://www.solidroad.com/integrations Integrations ### Connect your support stack to Solidroad Sync the customer support tools your team already relies on to centralize quality, training, and insights in one platform. CRM and Support Integrations See the full picture of customer interactions across phone, live chat, video, and email support, at a glance. Explore the Demo Al Support Agent Integrations. Connect Al agents like Decagon, Sierra, and Fin to automatically evaluate their performance, surface improvement areas, and deliver targeted training based on real customer interactions. Knowledge Management Integrations Import policies, macros, and documentation from platforms like Guru and Notion to generate accurate simulations, scorecards, and guidance that reflect how your team actually supports customers. ## Customers Source: https://www.solidroad.com/customers ### See where Solidroad takes teams like yours. See how the world's most ambitious support teams use Solidroad to raise their standard and keep it there. Ryanair Ryanair validates candidate quality at scale, cutting hiring time in half Crypto.com Crypto.com improves CSAT by 3% and reduces handling time by 18% with quality visibility at scale ActiveCampaign ActiveCampaign achieves consistent quality measurement across global teams On a busy day, we interviewed 100 people. Solidroad saved me 38 hours by reducing interview time because the technical element was already done.” Marcelo Filippi Contact Center Relationship Manager 50% Drop in interview time Hours saved per hiring cycle Case study ## Ryanair customer story Source: https://www.solidroad.com/customers/ryanair ### Ryanair validates candidate quality at scale, cutting hiring time in half Summarize Title ##### Ryanair is Europe's largest low-cost carrier, operating a multilingual contact center that supports more than 100 million passengers each year. As hiring volume increased, especially during seasonal peaks, Ryanair needed a faster way to assess candidate quality without sacrificing their standards. Traditional interviews couldn't evaluate language ability, tone, and problem-solving consistently at scale. By implementing quality validation simulations in their hiring process, Ryanair now assesses candidate quality before interviews begin - cutting interview time in half and giving hiring managers data-backed confidence in their decisions. #### The Challenge ##### No consistent way to assess candidate quality at scale As Europe's busiest airline, Ryanair needed to hire support staff quickly while maintaining a high quality bar. But traditional interviews were time-consuming and inconsistent - there was no standardized way to evaluate language ability, communication quality, or problem-solving across large candidate pools. Hiring managers were making decisions based on interview impressions rather than demonstrated performance. We couldn’t afford to spend time manually reviewing training exercises or agent interviews.” Marcelo Filippi Contact Center Relationship Manager #### Why Solidroad ##### Quality validation before the interview starts Ryanair turned to Solidroad to validate candidate quality early in the hiring process. Candidates now complete realistic customer service simulations before they ever speak with a recruiter. Automated scoring provides objective assessment of language ability, tone, and problem-solving - giving hiring managers a clear picture of quality before they invest time in interviews. #### Solution ##### Quality audits that scale with hiring volume Ryanair now uses Solidroad to audit candidate quality as the first step in their hiring process. Candidates complete simulations based on real customer scenarios, and automated scoring delivers instant, objective assessment. Hiring managers see quality data before interviews begin, allowing them to focus interview time on candidates who've already demonstrated they can meet Ryanair's standards. This approach scales regardless of hiring volume - whether evaluating 10 candidates or 100. We managed to fit Solidroad into the first stage of our recruitment process. Now, we know the quality and accuracy of candidates before the interview even begins.” #### Result ##### Half the interview time, better hiring decisions Since implementing quality validation in hiring, Ryanair has cut interview times from 30 minutes to 15 - the quality assessment is already complete before the conversation starts. On a single 100-candidate hiring day, this saved 38 hours. More importantly, hiring decisions are now based on demonstrated quality, not interview impressions. #### Conclusion ##### A transformed agent lifecycle By integrating Solidroad into both recruitment and training, Ryanair has transformed how it evaluates, selects, and supports its growing customer service workforce. Recruitment is faster and more consistent, training is more personalized and data-driven, and managers now spend their time where it has the greatest impact. The result is a more scalable, efficient, and high-performing operation, built to support the needs of Europe’s largest airline. On a busy day, we interviewed 100 people. Solidroad saved me 38 hours by reducing interview time because the technical element was already done.” #### More case studies Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement Crypto.com improves CSAT by 3% and reduces handling time by 18% with quality visibility at scale ## Crypto.com customer story Source: https://www.solidroad.com/customers/crypto ### Crypto.com improves CSAT by 3% and reduces handling time by 18% with quality visibility at scale Summarize Title ##### Crypto.com is a leading cryptocurrency exchange, providing users with secure trading and financial management tools. As their customer base expanded, the support team faced a visibility problem. There was no way to measure agent quality at scale or verify that agents met standards before handling live tickets. This led to longer handling times, inconsistent communication, and slow diagnosis of customer issues. By implementing automated quality scoring across 800,000+ monthly conversations, Crypto.com reduced Average Handling Time by 18% and improved CSAT by 3%. #### The Challenge ##### No visibility into quality until it was too late Crypto.com's support team was growing, but quality visibility wasn't keeping pace. Agents went live without a clear way to verify they could meet Crypto.com's standards. Complex crypto issues require precise communication and accurate troubleshooting - and without quality measurement at scale, problems only surfaced after they'd already impacted customers. Manual QA couldn't cover enough volume to catch issues early. We validate that agents meet our quality standards before they handle live tickets. The result is faster resolutions and better outcomes.” Alex Dimitrov Head of Training #### Why Solidroad ##### Quality measurement across every conversation Crypto.com needed visibility into quality at scale - not samples, but complete coverage. Solidroad offered automated scoring across all conversations, giving the team a clear picture of where quality was strong and where gaps existed. Just as importantly, validation simulations provided a way to verify that agents met standards before handling live tickets, rather than discovering issues after they'd affected customers. #### Solution ##### Quality validation before deployment, ongoing visibility after Crypto.com now uses Solidroad across two workflows. For new agents, quality validation simulations verify they can handle real customer scenarios before they're approved for live tickets. For the broader team, automated scoring evaluates 800,000+ conversations monthly, surfacing quality gaps that would be impossible to catch through manual review. When issues are identified, targeted validation confirms they're resolved before agents continue. New support agents struggled with the transition from training to real customer interactions, impacting both CSAT and handling time.” #### Result ##### Measurable improvements from quality visibility Since implementing quality measurement at scale, Crypto.com has seen clear results. Average Handling Time dropped by 18%, driven by agents who are validated as ready before going live. CSAT rose by 3%, reflecting better communication and more accurate issue resolution. With 100% of conversations scored automatically, quality gaps are caught early rather than compounding over time. #### Conclusion ##### Quality visibility that scales with volume Solidroad has given Crypto.com what manual QA couldn't: complete visibility into quality across hundreds of thousands of monthly conversations. Agents are validated before deployment, issues are caught early, and improvements are verified. As conversation volume grows toward 1.5M monthly, quality visibility scales with it. We have complete visibility into quality across hundreds of thousands of conversations. We can verify agent readiness before it impacts customers.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## Podium customer story Source: https://www.solidroad.com/customers/podium ### Podium validates agent readiness, cutting time-to-quality by 50% Summarize Title ##### Podium provides customer engagement software that helps businesses manage messaging, reviews, and payments in one place. As their support team grew, Podium needed a way to verify that new agents met quality standards before handling live customers. Without quality gates, agents went live before they were ready - leading to inconsistent performance and quality issues that affected customers. By implementing validation checkpoints, Podium now verifies agent readiness before deployment. Agents reach quality thresholds 50% faster, and resolution speed has improved by 33%. #### The Challenge ##### No way to verify agents were ready before they went live Podium's support team was growing, but there was no structured way to validate that new agents met quality standards before handling customers. Agents would complete training materials but still struggle with live issues - the gap between knowing information and executing against quality standards wasn't being measured. Quality problems only surfaced after they'd already impacted customers. We now know agents meet our quality bar before they ever touch a customer. That's the difference.” Marissa Taylor Manager Product Support #### Why Solidroad ##### Quality gates before customer deployment Podium needed a way to verify readiness, not just track course completion. Solidroad offered validation simulations that test agents against real scenarios - surfacing specific quality gaps before deployment. Managers get clear visibility into who's ready and who needs more work, and agents are validated against Podium's actual standards rather than generic assessments. #### Solution ##### Validation checkpoints that surface specific gaps Podium now requires agents to pass quality validation before they're approved for live customer interactions. These checkpoints test agents against real scenarios and surface specific gaps - troubleshooting ability, tone, product knowledge - that must be addressed before deployment. Managers can see exactly where each agent stands and make data-backed decisions about readiness. New hires were scared to really dig into troubleshooting because they didn’t want to make a mistake. We needed a way to help them shake that hesitation before dealing with real customers.” #### Result ##### Faster time to quality, better resolution rates Even before full cohorts completed their programs, the impact was clear. Agents now reach quality thresholds 50% faster - validated as ready in 60 days instead of 90. Resolution speed improved by 33% as agents who passed validation handled issues more efficiently. Quality problems are caught before deployment rather than after. #### Conclusion ##### Quality validation that prevents issues before they reach customers Solidroad has given Podium what they lacked: a way to verify agent quality before deployment. Managers know who's ready and who needs work. Agents are validated against real standards. And quality issues are caught early rather than discovered through customer complaints. With validation proving effective for new hires, Podium is expanding to ongoing quality measurement for tenured agents. #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## ActiveCampaign customer story Source: https://www.solidroad.com/customers/activecampaign ### ActiveCampaign achieves consistent quality measurement across global teams Summarize Title ##### ActiveCampaign provides customer experience automation, helping businesses create personalized email marketing, automation, and sales workflows. As the company expanded globally, quality visibility became a problem. Manual QA processes could only cover a fraction of interactions, and there was no consistent way to measure performance across regions. Quality varied from team to team, and leadership lacked the data to know where issues existed until customers complained. By implementing automated quality scoring and validation, ActiveCampaign now has consistent measurement across all teams and regions - with over 2,000 hours of manual QA effort replaced by automated coverage. #### The Challenge ##### Quality visibility didn't scale with the organization ActiveCampaign's customer teams were growing fast, but quality measurement wasn't keeping up. Manual review could only cover a small percentage of interactions, leaving significant blind spots. Quality varied between regions and teams, and there was no consistent way to verify that agents met company standards. Leadership knew quality was uneven, but didn't have the data to pinpoint where problems existed or confirm when they were fixed. One-on-one training is great for feedback, but at scale, it became a major bandwidth issue.” Destiny Young Sr. Manager, Experience Quality Programs #### Why Solidroad ##### Consistent measurement across every team ActiveCampaign needed quality visibility that worked the same way everywhere - not regional variations or sample-based guesswork. Solidroad offered automated scoring against consistent criteria, applied uniformly across all teams and regions. When quality gaps are identified, validation simulations verify that agents meet ActiveCampaign's standards before they continue handling customers. This creates a closed loop: measure, identify gaps, validate the fix. #### Solution ##### Automated scoring with validation when gaps appear ActiveCampaign now has consistent quality measurement across their global operation. Scorecards define what good looks like, and every interaction is evaluated against the same criteria regardless of region or team. When gaps are identified - whether through automated scoring or manager review - validation simulations confirm that agents can meet standards before they're cleared to continue. Role-specific validation scenarios ensure agents are tested against situations they'll actually encounter, not generic assessments. We validate that reps meet our quality standards before they're certified to handle customers - not just that they completed a course.” #### Result ##### Consistent visibility, verified improvements ActiveCampaign now has quality data they can trust across every region. Over 2,000 hours of manual QA effort has been replaced by automated scoring, freeing quality leaders to focus on analysis and improvement rather than repetitive review. When issues are identified, validation confirms they're resolved - leadership no longer has to guess whether fixes actually worked. #### Conclusion ##### Quality measurement that works globally Solidroad has given ActiveCampaign consistent quality visibility across their entire operation. Every team is measured against the same standards, gaps are identified automatically, and improvements are validated before agents continue. As the organization grows, quality measurement scales with it. We finally have consistent visibility into quality across every region. And we can verify readiness before agents go live, not after.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## Tech Mahindra customer story Source: https://www.solidroad.com/customers/tech-mahindra ### Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement Summarize Title ##### Tech Mahindra is a global IT and BPO services provider, helping enterprises modernize operations and deliver seamless customer experiences across industries. As their teams grew, they needed better visibility into agent quality across different lines of business. Their existing tools relied on static scripts and couldn't provide accurate, nuanced scoring - making it hard to identify where quality was strong and where gaps existed. By implementing automated quality measurement with Solidroad, Tech Mahindra gained consistent visibility into performance, contributing to a 10-point increase in NPS and 5% improvement in quality scores. #### The Challenge ##### Existing tools couldn't measure quality accurately Tech Mahindra's in-house quality tools relied on fixed scripts and offered limited visibility into actual agent performance. Scoring lacked nuance, making it difficult to identify specific strengths or weaknesses across teams. Without accurate quality measurement, managers couldn't pinpoint where issues existed or track whether improvements were working. The tools couldn't scale across different lines of business or adapt to varying quality requirements. Our simulator tool was heavily dependent on preloaded scripts and less capable of scoring agent practice accurately.” Denessy Rodero Manager - Business Transformation #### Why Solidroad ##### Accurate, customizable quality measurement Tech Mahindra selected Solidroad because it offered the accuracy and flexibility their quality programs needed. Scorecards could be customized to reflect their specific quality standards, and AI-powered scoring provided more precise, actionable insights than their previous tools. This gave managers a clearer understanding of where quality was strong and where targeted intervention was needed. #### Solution ##### Quality measurement that identifies and verifies improvements Tech Mahindra now uses Solidroad to measure quality across their support teams. Consistent scorecards provide standardized evaluation criteria, ensuring agents are measured against the same bar. When quality gaps are identified - whether for underperforming agents or new hires - validation simulations verify that agents meet standards before continuing with customers. This creates a closed loop: measure quality, identify gaps, validate the fix. The ease of creating simulations and scorecards was key to getting our team onboard quickly.” #### Result ##### Higher NPS and quality scores from better visibility Teams using Solidroad have contributed to measurable improvements. NPS increased by nearly 10 points and quality scores rose by 5% among agents measured through the platform. Quality measurement is now more structured and scalable, giving managers clearer data and the ability to intervene earlier when issues appear. #### Conclusion ##### Quality measurement that scales across the business Solidroad has helped Tech Mahindra move beyond limited, script-based tools to accurate, scalable quality measurement. The company is seeing improved NPS and quality scores, with clearer visibility into performance across teams. With quality measurement proving effective for performance improvement, Tech Mahindra is expanding usage to new hire validation - verifying agents meet standards before they handle customers. We now have accurate visibility into quality across our teams. When we find gaps, we can verify they're fixed before they affect more customers.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Crypto.com improves CSAT by 3% and reduces handling time by 18% with quality visibility at scale ## Fever customer story Source: https://www.solidroad.com/customers/fever ### Fever achieves 100% quality visibility across global support operations Summarize Title ##### Fever is a global marketplace for live events, connecting millions of people to concerts, exhibitions, and cultural experiences in over 100 cities. As the company scaled, maintaining consistent support quality became harder. Manual QA processes could only review a small fraction of conversations, leaving leadership without a clear picture of what was actually happening across markets and languages. Fever turned to Solidroad to get complete visibility into quality across every customer interaction. Today, automated scorecards evaluate 100% of conversations in every language, and quality validation simulations ensure agents meet Fever's standards before issues reach customers. #### The Challenge ##### Manual QA couldn't keep pace with growth Fever's customer care team was expanding fast, but their QA processes couldn't keep up. A small quality team was spending most of its time on manual reviews, covering only a fraction of interactions. This left significant blind spots - quality issues could go undetected for weeks, and there was no consistent way to verify that agents met company standards. The gap between what leadership could see and what was actually happening on the front lines was growing. We now have visibility into quality across 100% of interactions, not just a sample. And when we find gaps, we can verify they're fixed before they affect more customers.” Natalia García Jané, Senior Operations Manager (Customer Care) #### Why Solidroad ##### Complete quality visibility, not just sampling Fever chose Solidroad because it offered full coverage, not just a larger sample. With automated scorecards evaluating every conversation against Fever's own quality criteria, the team finally had an accurate view of performance across all markets and languages. When quality gaps are identified, validation simulations verify that agents meet standards before they continue handling customers - closing the loop between identifying issues and confirming they're resolved. #### Solution ##### 100% of conversations scored, with validation when gaps appear Solidroad now evaluates every customer interaction automatically, giving Fever consistent quality measurement across their entire operation. Scorecards are customized to Fever's standards and applied uniformly regardless of language or channel. When the system identifies quality gaps - whether for new hires or experienced agents - validation simulations confirm that agents can meet Fever's bar before they return to live interactions. This turns quality insights into verified outcomes. In such a fast-paced environment, staying aligned and agile as a team is tough, especially with a small QA and training team like ours.” #### Result ##### Full visibility and verified quality improvements Since adopting Solidroad, Fever has complete visibility into support quality across all markets and languages. Quality gaps are identified automatically and validated as resolved through simulations. The QA team has shifted from manual sampling to strategic quality improvement, spending time on analysis and action rather than repetitive reviews. #### Conclusion ##### Quality visibility that scales with the business Solidroad has given Fever what manual QA never could: a complete picture of quality across their global operation. Every conversation is scored, gaps are surfaced automatically, and improvements are validated before they reach customers. As Fever continues to grow, quality visibility scales with them. Solidroad is simple but powerful. It’s already changing how we score and support our team.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## Amenitiz customer story Source: https://www.solidroad.com/customers/amenitiz ### Amenitiz Automates Quality Assurance with Solidroad Summarize Title ##### Amenitiz is an all-in-one hospitality management platform used by boutique hotels around the world. As the company grew, their customer care teams needed a smarter way to onboard new reps and maintain high-quality interactions without risking real prospects or overwhelming senior staff. Traditional shadowing ate up valuable bandwidth, rookie mistakes on live calls were costly, and QA processes were too manual to keep pace. By introducing structured, AI-driven simulations and automated quality reviews, Amenitiz reduced ramp time, protected every real lead, and gave their team a scalable way to learn and improve without sacrificing revenue or customer experience. #### The Challenge ##### A major QA bottleneck Amenitiz’s Care team was spending the majority of their time manually conducting Internal Quality Scores (IQS), reviewing only a tiny fraction of the thousands of conversations happening each week. Team leads were overloaded with repetitive QA tasks, leaving little time for coaching or strategic work. The limited sample size led to inconsistent, biased results, and because insights were so narrow, coaching lacked the depth needed to meaningfully move performance. Team members are happy that quality is now representative of 100% of their work, and not just a lucky or unlucky sample.” Basile Jodeau Knowledge Manager #### Why Solidroad ##### Fast, scalable and well supported Amenitiz needed a solution that would give them both scale and structure. They sought a platform that could assess quality across every conversation, reduce bias, and free up leaders’ time, while also providing a safe, repeatable way for new reps to practice. Solidroad offered fast integration with their existing systems, strong support during onboarding, and AI-powered scalability that allowed thousands of interactions to be assessed automatically. The simulation module added a structured layer of roleplay, reinforcing ongoing coaching and helping agents sharpen their communication and decision-making skills. #### Solution ##### Every customer conversation, scored With Solidroad, Amenitiz now automatically evaluates 100% of agent interactions, eliminating the randomness and subjectivity of sample-based reviews. AI insights provide precise, actionable feedback that helps both agents and managers understand where performance is strong and where improvement is needed. Team leads have regained significant time, allowing them to focus on higher-impact coaching and development. Simulation-based training gives agents a safe space to practice complex scenarios, improving readiness before they speak with real customers. We chose Solidroad for the quick integration with our tools and the support from the team during the trial.” #### Result ##### A cultural shift toward data-driven CX Although early in their adoption, Amenitiz is already seeing clear cultural and operational improvements. Bias has been eliminated from quality reviews, thousands of conversations are now assessed instantly, and team leads have reclaimed hours previously lost to manual scoring. Coaching is becoming more data-driven and precise, guided by a complete view of each agent’s performance rather than a small, random sample. Agents themselves have welcomed the shift, knowing they’re now evaluated on the full breadth of their work, not a slice of it. #### Conclusion ##### Transforming CX across the business Solidroad has fundamentally changed how Amenitiz manages quality, coaching, and training. QA is now automated, objective, and scalable. Teams spend more time developing performance and less time on administrative tasks. Coaching is rooted in real, comprehensive data, creating a more fair, transparent, and effective environment for everyone. For Amenitiz, this marks a meaningful step toward a more mature, data-rich CX operation that can continue scaling without compromising quality. Too much time was spent by team leads on QA tasks, and bias impacted results. We weren’t focusing enough on coaching or team performance.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## Finom customer story Source: https://www.solidroad.com/customers/finom ### How Finom Raised the Quality Bar With Solidroad Summarize Title ##### Finom is a fast-growing fintech company helping businesses manage their finances with speed, clarity, and confidence. As the company scaled, maintaining a consistently high bar for customer support quality became more complex. Manual QA workflows limited visibility into real customer experiences and made it difficult to uphold standards without adding headcount. Finom turned to Solidroad to bring structure, consistency, and insight to quality evaluation—without compromising rigor. Today, Solidroad helps the team better understand performance trends, review more conversations, and build a stronger foundation for quality and training as the organization grows. #### The challenge ##### Manual QA limited visibility into customer experience and team performance The Training & Quality (T&Q) team at Finom was under pressure. Their manual evaluation process was: - Time-consuming and resource-heavy , limiting how many conversations could be reviewed - Providing incomplete visibility into agent performance and the overall customer experience - Creating a bottleneck as the company scaled, with no clear path to increasing QA coverage without hiring The workload of our T&Q team was too high. We were spending too much time on manual quality evaluations and couldn’t get a full picture of performance.” Maria Samsonova Training & Quality Lead #### WHY SOLIDROAD? ##### Flexible, AI-driven QA and training built for scale Finom had previously used Klaus (via Zendesk) for manual reviews and explored their AI capabilities, but found the solution not advanced or flexible enough for their needs. Solidroad stood out because of: - A customizable and trainable scorecard system , allowing Finom to define quality in their own terms - Advanced AI feedback and insights , supporting deeper analysis and scalable reviews - A shared platform for both quality evaluation and training , built to connect the two functions seamlessly #### SOLUTION ##### A single platform for quality evaluation, AI insights, and training at scale Finom implemented Solidroad to help redefine and scale their quality function. - The team is currently focused on fine-tuning the scorecard to reflect internal standards - They plan to expand usage into training and AI-driven reporting for performance management - Even in the early stages, Solidroad has enabled them to increase review volume and avoid new hires Solidroad offers a customizable, trainable scorecard and more advanced AI-driven feedback features than what we’d seen elsewhere.” #### RESULT ##### 12% increase in QA coverage and avoided headcount expansion Even before reaching full adoption, Finom has seen clear early impact: - 12% more conversations reviewed - Did not need to hire an additional T&Q specialist , despite team growth - Improved visibility into trends and gaps in team performance - Early steps toward reducing manual workload and increasing training impact #### CONCLUSION ##### A scalable foundation for quality and training in fast-growing teams While still fine-tuning their implementation, Finom sees Solidroad as a long-term enabler of QA and training efficiency. - Supports a scalable QA workflow with AI-backed evaluations - Lays the groundwork for training automation and performance coaching - Provides richer insight into customer experience , helping agents improve continuously We’re now focusing on bringing the scorecard up to our standards. Solidroad helps us spot broader trends in quality across the team.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## Crescendo customer story Source: https://www.solidroad.com/customers/crescendo ### Crescendo standardizes quality validation across global operations Summarize Title ##### Crescendo provides outsourced customer support and back-office operations for startups and tech companies. With teams in Honduras and the Philippines handling diverse client needs - sales, healthcare, tech support, content moderation - Crescendo needed consistent quality validation across all operations. Without standardized assessment, quality varied by region and role, and there was no reliable way to verify that agents met client standards before deployment. By implementing automated quality validation, Crescendo now has consistent measurement across all regions and roles, with 50% less time spent on manual assessment. #### The Challenge ##### Quality assessment wasn't consistent across regions Crescendo's global operations were growing, but quality assessment wasn't standardized. Without consistent validation criteria, quality varied between regions and roles. Manual assessment was subjective and time-consuming, and there was no reliable data to measure whether agents met standards before deployment. Leadership knew quality was uneven but lacked the visibility to pinpoint where. We were stuck using traditional methods that just weren’t keeping up with our growth. On top of that, we lacked real data to measure success, which made it hard to refine our approach and improve training outcomes.” Christina Sadler Director of Training #### Why Solidroad ##### Standardized quality validation that works everywhere Crescendo needed quality validation that worked the same way across all regions and roles. Solidroad offered automated assessment against consistent criteria - language proficiency, communication quality, role-specific competencies - applied uniformly regardless of location. This replaced subjective manual review with objective, data-backed validation. #### Solution ##### Consistent quality standards across all operations Crescendo now uses Solidroad to validate quality across hiring and deployment globally. Candidates complete AI-scored simulations that assess communication quality and role-specific competencies against the same standards, whether they're in Honduras or the Philippines. For deployed agents, ongoing validation ensures quality standards are maintained across all client programs. This creates consistent measurement where there was previously regional variation. We now have consistent quality data across all our global operations. We can validate that agents meet standards before deployment, regardless of region.” #### Result ##### Consistent quality, less manual effort Since implementing standardized quality validation, Crescendo has seen measurable improvements. Time spent on manual assessment dropped by 50%. Applicant pass-through rates increased by 25% as standardized criteria improved hiring consistency. Time to quality threshold decreased by 20% as agents are validated more efficiently. Most importantly, quality measurement is now consistent across all regions. #### Conclusion ##### Quality validation that scales globally Solidroad has given Crescendo what they needed: consistent quality validation across their entire global operation. Every agent - regardless of region or role - is assessed against the same standards. Quality is measured objectively, and validation scales without requiring proportional increases in manual effort. With quality validation proving effective, Crescendo is expanding usage to deeper quality visibility across all client programs. Quality is now consistent across every region. Every agent is validated against the same standards.” #### More case studies Ryanair validates candidate quality at scale, cutting hiring time in half Tech Mahindra improves NPS by 10 points and quality scores by 5% with consistent quality measurement ## AI-Powered Training for Customer Support Agents: A Complete Guide Source: https://www.solidroad.com/resources/ai-powered-training-customer-support-agents ### AI-Powered Training for Customer Support Agents: A Complete Guide #### Key Takeaways - Readiness depends on whether agents can apply what they learned in realistic customer situations. - AI simulations give Learners a place to practice conversations before handling them with customers. - Scorecards turn company guidelines and SOPs into clear criteria for each practice attempt. - Immediate feedback helps Learners choose what to improve in their next attempt. - Track demonstrated skills, readiness, and customer outcomes alongside training completion. In Solidroad's [State of CX 2026 report](https://www.solidroad.com/state-of-cx), 82.5% of the 500 support agents surveyed said they felt prepared when they started handling customer interactions. Yet 53.5% said the hardest part of ramping was applying training to real customer situations. Solidroad calls this the preparedness paradox. Knowing a policy does not mean an agent can explain it calmly to an upset customer while finding the right information in their tools. Support training needs to give agents practice with both parts of the job. #### Build practice around the work agents need to do Start with the situations your team handles: a refund request outside the policy window, a billing question, a troubleshooting conversation, or a customer who needs a clear explanation of the next step. Trainers can use common support issues, manager observations, and Learner feedback to choose scenarios. Define the behavior you want to see in each situation. An agent handling a refund request might need to acknowledge the customer's concern, explain the policy accurately, offer an appropriate next step, and record the outcome correctly. A useful scenario gives the customer a reason to push back or ask a follow-up question. Learners need room to make decisions and respond to the customer, rather than memorize a fixed script. #### What AI-powered support training does AI-powered training lets Learners rehearse with a simulated customer, receive feedback, and try again. Trainers define the context and the skills to practice. The AI customer responds to the Learner throughout the conversation. Solidroad supports Simulations across chat, email, phone, and video, with Personas, languages, and adjustable difficulty. A Trainer can build easier scenarios for new hires and more demanding ones for experienced agents learning a new process. This guide concerns the development of human support agents. The customer in the Simulation is played by AI; the Learner practices the skills they will use at work. #### Use Scorecards to make expectations clear Build Scorecards from your team's guidelines, SOPs, and knowledge base. Criteria should describe observable behavior: whether the Learner explained the policy accurately, asked the questions needed to understand the problem, or gave the customer a clear next step. Share the criteria before practice. After each attempt, Learners should be able to connect a score to a specific moment in the conversation and understand what to change. Keep the criteria relevant to the scenario. A troubleshooting exercise and a cancellation conversation may need different skills and passing requirements. #### Connect practice, feedback, and another attempt A training cycle has four steps: 1. Choose a skill and a scenario that exercises it. 2. Complete the Simulation against a defined Scorecard. 3. Review the feedback and identify a behavior to improve. 4. Repeat the scenario, or try a variation, to demonstrate the skill independently. Immediate feedback keeps the conversation fresh in the Learner's memory. Feedback should point to a concrete action, such as asking a clarifying question before proposing a solution. A score alone leaves the Learner to guess what a better response would look like. Managers can use the results to decide who needs more practice and who is ready for a more difficult Assignment. Human coaching remains useful when someone needs help interpreting feedback or working through a difficult situation. #### Practice the conversation and the tools together Agents often need to talk to a customer while navigating software. Training that covers only the conversation can leave them unprepared for the clicks, fields, and process steps involved in resolving the issue. System simulations give Learners a working copy of the tools used in the workflow. They can practice finding information, entering data, and following the team's SOPs alongside the AI customer conversation. Solidroad scores their work for data accuracy. Choose workflows that matter for readiness, such as updating an account, recording a support request, or completing a refund process. Keep the task specific enough that a Trainer can define what successful completion means. #### What to evaluate in a training platform | Capability | What to check | | - | - | | Scenario relevance | Can Trainers model the customers and situations the team encounters? | | Scorecards | Can the team define criteria based on its own guidelines and SOPs? | | Feedback | Does each attempt give the Learner specific guidance for improvement? | | Software practice | Can Learners rehearse the workflow as well as the conversation? | | Assignments | Can Trainers set passing scores and certification requirements? | | Reporting | Can managers see progress and identify who needs more practice? | Pilot the platform with a small group before expanding it. Ask Trainers whether the scenarios reflect the work, Learners whether the feedback is clear, and managers whether the results help them make readiness decisions. #### Measure readiness and transfer to the job Completion tells you whether someone finished an Assignment. It does not show whether they can handle a customer situation independently. Track Scorecard results by skill, the attempts needed to reach a passing score, and performance on a new variation of the scenario. These measures help distinguish memorizing one exercise from developing a skill that transfers. After training, managers can look at customer satisfaction, handle time, escalation patterns, and coaching observations using their existing reporting tools. Those outcomes depend on staffing, case complexity, policy changes, and other factors as well as training. Compare similar work over time and avoid attributing every change to one intervention. #### Introduce training in stages Begin with a few common onboarding situations and clear passing criteria. Have Trainers and experienced agents try the scenarios, review the feedback, and adjust anything that does not match the team's expectations. Add the exercises to an Assignment and give Learners time to practice. Review where they struggle, then refine the scenarios and coaching. As the program grows, add product changes, difficult customer situations, and recurring skill needs. The [SCORE methodology](https://www.solidroad.com/resources/solidroad-score-methodology-systematic-agent-development-through-ai-simulation) provides a structure for designing scenarios, context, outcomes, reflection, and further practice. [Talk to the Solidroad team](https://www.solidroad.com/demo) about applying it to your support training. #### How Solidroad supports training Trainers build realistic AI customer Simulations across chat, email, phone, and video. They choose the Persona, difficulty, and language, then attach Scorecards based on their team's guidelines, SOPs, and knowledge base. Learners receive scores and personalized coaching after each attempt. Trainers package Simulations into Assignments with passing scores and certification, and managers use reports to track progress. System simulations let Learners practice the conversation and the software workflow together. The same Simulations can be used as Assessments during hiring. [See how Solidroad works](https://www.solidroad.com/demo). ## Real-Time Agent Coaching: Closing the Feedback Loop Source: https://www.solidroad.com/resources/real-time-agent-coaching-closing-the-feedback-loop ### Real-Time Agent Coaching: Closing the Feedback Loop Written by: Alex Mooney | Published: 11/23/2025 Feedback is easier to apply when the Learner can remember the decision that prompted it. In support training, coaching immediately after a practice conversation lets agents review what happened, understand a missed step, and try a different response. This guide focuses on immediate feedback during training. [Solidroad](https://www.solidroad.com/) gives Learners personalized coaching after AI customer Simulations, so they can work on a skill before handling the situation with a customer. #### Why feedback timing matters When coaching arrives long after an exercise, Learners may struggle to recall why they chose a response. They can remember the score while losing the context that would help them improve. Shortening the gap between practice and feedback makes the next step clearer. For example, a Learner who proposed a refund too early can review which questions they missed and repeat the exercise with a better understanding of the customer's problem. Feedback should be specific enough to use. Explain the behavior that met the standard, the part that needs work, and what the Learner can try in the next attempt. #### Different ways to deliver coaching ##### Trainer-led practice A Trainer can observe a role-play, pause the exercise, or discuss it afterward. This gives Learners a chance to ask questions and work through difficult judgments. It also requires time from both the Trainer and the Learner. Reserve that time for situations where discussion adds value: interpreting a policy, handling a sensitive conversation, or helping someone who has repeated an exercise without making progress. ##### Feedback after AI Simulations In Solidroad, Trainers build Simulations with AI customers and attach Scorecards based on the team's standards. Learners complete the conversation and receive feedback after each attempt. This gives Learners opportunities to practice independently. A manager can review their results and decide who needs another Assignment or a coaching conversation. ##### Practice that includes the software workflow A good customer response may still lead to an incorrect outcome if the agent enters the wrong data or misses a process step. System simulations let Learners practice the software workflow alongside the conversation. Review both parts of the attempt. The Learner should understand whether the problem was an explanation, a decision, a missed field, or an incorrect action in the system. #### Build a feedback cycle Learners can follow Use the [SCORE methodology](https://www.solidroad.com/resources/solidroad-score-methodology-systematic-agent-development-through-ai-simulation) to give practice a clear structure: 1. Set the customer situation and the expected outcome. 2. Let the Learner complete the conversation and any workflow steps. 3. Review the Scorecard and coaching together. 4. Choose a specific improvement for the next attempt. 5. Repeat with a variation to check whether the skill carries over. Keep the practice focused. An agent working on explaining a cancellation policy needs a scenario that exercises that skill, with feedback that refers to what they said and did. #### Make room for practice in the working week Independent Simulations can reduce the scheduling needed for routine practice. Managers still need time to choose useful Assignments, review results, and support Learners who need help. Start by measuring the time Trainers spend preparing, delivering, and following up on an exercise. During a pilot, compare that workload with the time needed to configure a Simulation, review its feedback, and coach exceptions. Use your team's results to estimate capacity. Give agents a defined period for practice. Adding Assignments without time to complete them makes training compete with customer work and makes progress harder to interpret. #### Common implementation problems ##### Feedback is too broad Comments such as "show more empathy" leave the Learner to decide what that means. Tie coaching to a moment in the conversation and an action they can repeat, such as acknowledging the customer's frustration before explaining the policy. ##### Scenarios do not resemble the job Review scenarios with experienced agents. Check the customer context, policy details, and workflow against the situations new hires will encounter. Adjust the difficulty as Learners become more confident. ##### Learners do not understand the scores Explain the Scorecard before practice. Trainers should review sample attempts and calibrate scoring against their expectations. Give Learners a way to raise questions about feedback that seems unclear or inconsistent. #### Measure whether coaching helps Track the time from an identified skill need to demonstrated proficiency, results across repeated attempts, and performance on unfamiliar variations. Managers can also record which Learners need additional support. Use existing customer reporting to assess how skills transfer to work. Customer satisfaction and handling time can provide context, but changes in staffing, workload, and case complexity also affect them. The [training optimization framework](https://www.solidroad.com/resources/solidroad-optimization-framework-from-insight-to-improvement-for-human-and-ai-agents) connects these readiness decisions with the next round of practice. [See how Solidroad works](https://www.solidroad.com/demo) to explore Simulations, Scorecards, and feedback for your team. [See a demo](https://www.solidroad.com/demo) ## A new chapter for Solidroad: $25M to make every customer interaction count Source: https://www.solidroad.com/resources/series-a ### A new chapter for Solidroad: $25M to make every customer interaction count Today, we're announcing a $25 million Series A led by Hedosophia, with continued participation from First Round Capital and Y Combinator. We started Solidroad to help customer-facing teams build the skills they need to give customers a better experience. This funding lets us expand our teams in San Francisco and Dublin and bring our work to more enterprises. #### Help agents prepare for the work Solidroad is an AI training platform for customer experience teams. Learners practice realistic customer conversations and receive feedback after each attempt. Trainers define the situations, Scorecards, and passing requirements. Managers use the results to see who is ready and who needs more practice. The work starts with the situations a team encounters: explaining a policy, troubleshooting a problem, or responding to an upset customer. Practice gives agents room to make decisions, review the feedback, and try again before handling the situation with a customer. #### What customers have achieved 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. Those results reflect the work our customers put into developing their teams. Their feedback helps us understand where training needs to improve and what to build next. #### What's next for Solidroad This funding supports our expansion across San Francisco and Dublin and further product development. We want more teams to be able to provide relevant practice, clear feedback, and a consistent way to assess readiness. Thank you to our team, customers, and investors for helping us get here. To the customers who trusted us early and pushed us to build better, your experience continues to shape the product. If you want to explore training for your own team, [we'd love to show you Solidroad](https://www.solidroad.com/demo). We're also growing our team. Visit our [careers page](https://www.solidroad.com/careers) for open roles. Mark & Patrick ## Solidroad Raises $25 Million to Support AI-Powered Customer Support Training Source: https://www.solidroad.com/resources/series-a-funding ### Solidroad Raises $25 Million to Support AI-Powered Customer Support Training ##### New funding supports team expansion and AI-powered customer support training **SAN FRANCISCO, April 16, 2026**: [Solidroad](https://www.solidroad.com/) announced a $25 million Series A round led by global investment firm [Hedosophia](https://hedosophia.com/), with support from First Round Capital, Y Combinator, and Sony Innovation Fund. The funding follows Solidroad's seed round, led by First Round Capital in June 2025, and will support expansion of the company's teams across San Francisco and Dublin. #### Practice for customer-facing teams Solidroad helps support teams build skills through realistic AI customer Simulations. Learners practice conversations, receive scores against their team's criteria, and get personalized coaching after each attempt. Trainers use company guidelines, SOPs, and knowledge base content to define the standards. They can package Simulations into Assignments with passing scores and certification, while managers track progress and readiness. The platform gives teams a way to prepare agents for common support situations, new products, and difficult customer conversations. Independent practice lets Learners repeat an exercise and apply feedback before handling the situation with a customer. #### Supporting customer growth Since launching in 2023, Solidroad has worked with brands including Ryanair, ŌURA, and Crypto.com. Customers use the platform to develop agent skills, support onboarding, and provide targeted practice. The new investment will support team growth and further product development as Solidroad brings its training platform to more enterprises. #### About Solidroad Solidroad is an AI training platform for customer-facing teams. It provides realistic customer Simulations, Scorecards, and personalized coaching to help Learners practice and build readiness. Headquartered in San Francisco, Solidroad works with brands including ŌURA, Ryanair, ActiveCampaign, and Crypto.com. ## Solidroad and Customer Intelligence Platform Unwrap Partner to Turn Insight Into Action Source: https://www.solidroad.com/resources/solidroad-and-unwrap ### Solidroad and Customer Intelligence Platform Unwrap Partner to Turn Insight Into Action SAN FRANCISCO, September 15, 2026 - [Solidroad](https://www.solidroad.com/), the AI training platform for customer-facing teams, today announced a partnership with [Unwrap](https://www.unwrap.ai/), an AI-powered customer intelligence platform. The partnership helps support teams turn recurring customer issues into focused practice for agents. Unwrap identifies patterns in customer feedback, and Solidroad provides the training Simulations. Unwrap analyzes customer feedback, surfacing recurring themes and actionable insights to the right stakeholders. Its SupportIQ product examines conversations to identify what is driving customer issues, the resolution paths agents are taking, and which paths drive the best resolution outcomes and customer satisfaction. Solidroad takes these comprehensive findings and builds customized agent training around them. "Working with Unwrap has been a great partnership for us because our capabilities are really complementary," said Mark Hughes, co-founder and CEO of Solidroad. "We see how a simulated conversation went. They see whether the problem behind it is showing up for a thousand other customers. Putting those together means a team can spot an issue and start training agents on it right away. By combining our capabilities we’re creating something really meaningful for the industry." That ability to turn a specific finding into targeted training is where Solidroad comes in. Solidroad generates realistic training scenarios across personas, support channels, difficulty levels, and languages. Simulations are scored against custom Scorecards informed by each company's guidelines, standard operating procedures, and knowledge base, with feedback delivered to Learners after each attempt. The company works with global brands including Ryanair, ŌURA, and Crypto.com across fintech, travel, ecommerce, and consumer technology. “It’s our mission to fill the world with products people love. Inevitably, when people need help, we want to make sure they have an exceptional support experience too.” said Ryan Millner, co-founder and CEO of Unwrap. “Unwrap identifies opportunities to provide that exceptional support experience, and Solidroad turns those insights into actionable training that help agents perform better. Together, we give support teams an unparalleled ability to provide the most delightful, efficient support experiences to their users.” ŌURA, for example, has been using both platforms across its member support operation, using what surfaces in member conversations to shape how its support team is trained. "We believe in bringing together best-in-class technology to build a better support operation. Solidroad and Unwrap are two companies disrupting how CX teams leverage AI," said Tyler Schleich, Senior Vice President, Business Operations at ŌURA. "Unwrap helps us understand what's happening across member conversations, and Solidroad turns those insights into realistic trainings that make our teams better." Solidroad and Unwrap plan to deepen the integration over time, with a focus on shortening the distance between a recurring customer problem and the training an agent needs to handle it. **ABOUT SOLIDROAD** Solidroad is an AI-native training platform built for modern customer support teams. The platform recreates real-world customer scenarios, systems, and workflows in AI-powered simulations, giving agents a safe place to practice, build confidence, and improve performance before going live. Solidroad helps companies onboard agents faster, improve customer outcomes, and scale support without scaling training overhead. Headquartered in San Francisco, Solidroad partners with leading global brands including ŌURA, Ryanair, and [Crypto.com](https://crypto.com/).  **ABOUT UNWRAP AI** Unwrap is the world’s leading customer intelligence platform for customer experience, support, and product teams. The platform ingests unstructured customer feedback and turns it into clear, prioritized insight, unlocking a data source most companies never use. Teams at lululemon, DoorDash, Oura, Southwest Airlines, Perplexity, and Clay rely on Unwrap to surface what customers are actually saying and act on it faster. ## Solidroad Named OpenAI Select Partner Source: https://www.solidroad.com/resources/solidroad-named-an-openai-select-partner ### Solidroad Named OpenAI Select Partner **San Francisco, CA, July 29, 2026**: [Solidroad](https://www.solidroad.com/), the AI training platform for customer-facing teams, announced that it has been named an OpenAI Select Partner within the OpenAI Partner Network. #### The OpenAI Partner Network The OpenAI Partner Network is a global program for partners to build, sell, and deliver AI solutions with OpenAI. It brings together industry expertise, delivery capabilities, and customer relationships, with resources and support to help enterprises adopt AI. Solidroad brings experience in AI-powered customer support Simulations. Teams use the platform to give agents realistic practice, assess their skills, and provide feedback before they handle customer situations independently. #### Training for customer support teams Solidroad supports customer-facing teams across fintech, travel, e-commerce, and consumer technology, working with brands including Ryanair, ŌURA, ActiveCampaign, and Crypto.com. Trainers define the customer situation and the standards for a successful response. Learners practice with AI customers and receive scores and coaching after each attempt. Managers use the results to decide where further practice is needed. Learn more about the [OpenAI Partner Network](https://openai.com/business/partners/). #### About Solidroad Solidroad is an AI training platform built for customer-facing teams. Realistic customer Simulations, Scorecards, and personalized coaching help Learners prepare for the work. Headquartered in San Francisco, Solidroad works with brands including ŌURA, Ryanair, ActiveCampaign, and [Crypto.com](https://crypto.com/). ## Solidroad Optimization Framework: From Training Insight to Learner Improvement Source: https://www.solidroad.com/resources/solidroad-optimization-framework-from-insight-to-improvement-for-human-and-ai-agents ### Solidroad Optimization Framework: From Training Insight to Learner Improvement Written by: Alex Mooney | Published: 11/24/2025 A training program needs a way to identify skill needs, provide relevant practice, and check readiness. Solidroad's optimization framework organizes that work into three stages: Analyze, Optimize, and Measure. The framework applies to Learner development through Simulations, Scorecards, Assignments, and coaching. Trainers set the standards and choose the practice. Learners receive feedback after each attempt. Managers use the results to decide what comes next. #### Analyze: identify the skill to develop Start with the work the Learner needs to perform. Use the team's SOPs, product information, manager observations, and previous training results to identify situations that need practice. A broad goal such as "improve communication" is difficult to turn into an Assignment. Define a behavior instead: asking the questions needed to diagnose an issue, explaining a cancellation policy accurately, or recording the outcome in the right fields. ##### Establish a baseline through practice Give Learners a Simulation that exercises the skill. Attach a Scorecard with criteria based on company guidelines and SOPs, then review the results. The baseline helps a Trainer distinguish different needs. One Learner may understand the policy but explain it unclearly. Another may communicate confidently while missing a required step. They need different feedback and follow-up practice. ##### Review the criteria with Trainers Have Trainers review sample attempts and calibrate the scoring. Criteria should reflect what the team expects on the job and give Learners enough detail to understand their results. Keep the purpose clear. The results help managers make development and readiness decisions. Learners should know how an Assignment will be assessed before they begin. #### Optimize: build targeted practice Choose scenarios that address the needs identified in the baseline. A Learner struggling with pricing questions can practice explaining a price change. A Learner who misses verification steps can work through a scenario that requires those steps before proceeding. ##### Set the customer context Trainers define the AI customer's Persona, situation, language, and difficulty. Simulations across chat, email, phone, and video let teams practice the channels relevant to the role. Give the customer a reason to ask follow-up questions. Learners should have to understand the problem and respond to the conversation as it develops. ##### Include the workflow When the task requires software, attach a System simulation so Learners can practice the conversation and the clicks together. Define the process steps and data accuracy requirements that matter for successful completion. This is useful for onboarding and process changes. Someone can explain a policy correctly yet still need practice completing the workflow in the team's tools. ##### Package the practice into Assignments Trainers can group Simulations into Assignments with Scorecards, passing scores, and certification. Set a manageable scope so Learners know what they are practicing and managers can interpret the result. Learners review personalized coaching after an attempt and practice again. Human coaching can help when someone needs clarification or has difficulty applying the feedback. #### Measure: check whether the skill is dependable Track results by criterion across attempts. Look for improvement on the specific skill being practiced and test it in a variation of the scenario. Passing the same exercise repeatedly may show familiarity with that exercise. A new customer context helps a Trainer assess whether the Learner can apply the skill more broadly. ##### Make readiness decisions explicit Use passing requirements that match the task. Managers can review Assignment progress, Scorecard results, and certification to decide who is ready and who needs further practice. The same Simulations can be used as Assessments during hiring. Define the expectations for the role and review results in the context of the wider hiring process. ##### Review outcomes at work Use the team's existing reporting and coaching observations to understand how learning transfers to customer work. Useful measures may include onboarding time, escalations, customer satisfaction, and handling time. Those measures are affected by policy, staffing, workload, and case complexity. Compare similar work over time and avoid assuming that training caused every change. #### Put the framework into practice ##### Start with one workflow Choose a common onboarding task or a recurring skill need. Build the Simulation, define the Scorecard, and ask Trainers and experienced agents to try it. Check that the customer context and feedback are useful before assigning it to new hires. ##### Pilot with a small group Give Learners time to complete the Assignment and repeat practice. Ask where they found the scenario confusing and whether they understood the feedback. Managers should review whether the results support a clear readiness decision. ##### Expand from the pilot Add scenarios for other common tasks, new products, and difficult customer situations. Reuse standards where they fit, while keeping the context and passing requirements relevant to each workflow. Review the program when policies or processes change. Trainers should update the practice and criteria so Learners prepare for the work they will actually perform. #### Use cases for the framework - **Onboarding:** practice common customer situations before handling them independently. - **Upskilling:** target the skills a Learner needs for a new responsibility. - **Process changes:** rehearse revised procedures and software steps. - **Hiring:** use Simulations as Assessments to understand candidate readiness. The [SCORE methodology](https://www.solidroad.com/resources/solidroad-score-methodology-systematic-agent-development-through-ai-simulation) provides more detail on scenario design and reflection. For feedback timing, see [Real-Time Agent Coaching](https://www.solidroad.com/resources/real-time-agent-coaching-closing-the-feedback-loop). [Talk to Solidroad](https://www.solidroad.com/demo) about building this approach into your training program. [See a demo](https://www.solidroad.com/demo) ## Solidroad raises $6.5M to help CX teams increase CSAT without increasing cost Source: https://www.solidroad.com/resources/solidroad-raises-6-5m-to-help-cx-teams-increase-csat-without-increasing-cost ### Solidroad raises $6.5M to help CX teams increase CSAT without increasing cost #### Key Takeaways #### Everyone has had a bad customer experience. You’re stuck in a loop with a chatbot that can’t understand your problem. Or you finally get to a human who’s clearly undertrained and trying their best, but still not helpful. Maybe you’ve been on the other side of the table. You’re running a customer-facing team at a high-growth company. You want to deliver a great experience but your volume just crossed 10,000 conversations a month, and the C-suite wants automation and a lower cost per ticket. Teams need a way to help agents practice the situations they will handle with customers. Policies and documentation give people information; realistic practice helps them apply it under pressure. #### Enter Solidroad: use AI to help your team practice. We started Solidroad to give CX leaders another option: increase customer satisfaction without increasing cost. Solidroad is an AI training platform for customer experience teams. Learners practice realistic customer conversations, receive feedback, and build skills before handling the situation with a customer. Trainers build individualised Simulations and define Scorecards based on their team’s standards. Learners get coaching after each attempt, and managers track progress to decide who needs more practice. **Crypto.com** used Solidroad to cut their average handling time by 18% and improve CSAT by 3%. **Podium** halved their new hire ramp time by embedding our simulations into onboarding. **ActiveCampaign** saved the equivalent of a year of coaching time and reinvested that time in better training and faster feedback loops. We’re second-time founders who have years of experience building in this space. We built Solidroad because we were tired of seeing CX teams treated like a cost center and forced to duct tape together bloated, siloed tools. We started our careers at Intercom, where we quickly became friends, collaborating closely as Patrick built new features and Mark tested them live with customers. We’re here to be your secret weapon; the software that helps you deliver an experience your customers notice, and your CFO actually loves. We’re proud to announce that we’ve raised $6.5M in seed funding, led by First Round Capital with participation from Y Combinator, bringing our total funding to date to $8M. We’re excited to be working with First Round which was the first institutional investor in companies like Notion, Uber, and many more… but more importantly, they’ve backed founders who know how to build. We’re also joined by an incredible group of operators and angels who’ve seen firsthand how broken CX tooling is, and how big a shift is coming. We’re building the infrastructure to raise the bar for every customer interaction. This financing gives us the fuel to go faster, and we plan to earn it. We’re hiring aggressively, shipping fast, and obsessed with quality. 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](https://www.solidroad.com/careers) for open roles, and if you’re trying to raise the bar on your own CX performance, [we’d love to help](https://www.solidroad.com/). More soon. Your new CX improvement team Mark Hughes & Patrick Finlay Co-founders ## Solidroad vs Zenarate Source: https://www.solidroad.com/vs/zenarate ### Solidroad vs Zenarate Practice the conversation and the tools **Quick answer** Solidroad trains teams on the conversation and the tools together: an AI customer that responds to what the Learner says, beside a fully working replica of their own software. Your trainers build and edit the Simulations themselves. Zenarate is an enterprise suite with lessons, SCORM and a team that can build simulations for you. [Get a demo](https://www.solidroad.com/demo) [Or start a trial workspace](https://app.solidroad.com/sign-up) Illustration of a Solidroad Simulation: an AI customer, Dana, chats on the left. A replica of the agent's own tool is on the right, with the order, a passed ID check, the refund and a case note. Chat with Dana, AI customer - Dana: Hi, I was charged twice for order #4471. - You: Sorry about that, Dana. Can you confirm the email on the account? - Dana: dana.m@example.com. I need this sorted today. - You: Thanks. I've refunded the duplicate $49.00. It should show in 3 to 5 days. Your tool: Orders - Replica - Order #4471: Refunded - Email: dana.m@example.com - Charges: 2 x $49.00 - Refund: $49.00 - Verify ID: Email matches the account, Verified - Wrong click? The replica lets it happen, and it's logged for coaching. - Case note: Duplicate charge refunded. Customer confirmed by email. #### Why we train the conversation and the tools together On a live ticket, an agent listens to the customer and works the tool at the same time. If training covers only one of those, the first time a new agent does both is with a real customer. Solidroad is the AI training platform for CX, sales and enablement teams. In a Simulation, the Learner works the case in a System simulation while the conversation runs: they look up the order, check ID and enter the refund with the customer still waiting on a reply. One Scorecard grades both halves: how the Learner handled the customer, and whether the data they entered in the tool is accurate. AI coaching follows every attempt, so Learners know what to fix before they try again. When a policy changes, trainers update the Simulation and the next attempt runs on the new rule. #### Solidroad vs Zenarate: feature comparison | Feature | Solidroad | Zenarate | | --- | --- | --- | | Practice in your own tools | System simulations: dynamic, sandboxed, fully working replicas of your own software | Software simulations alongside the conversation | | Conversation style | Open-ended: the AI customer holds back context and responds to what the Learner says | Linear, branched and generative conversations | | Built for | Training customer-facing teams: CX, sales and enablement | Large contact centers, in service and sales. Also sells call scoring, live agent assist and AI agent testing | | Channels | Chat, email and phone, with video avatars in beta | Call, chat and AI video avatars | | Who builds simulations | Your trainers, self-serve, from a prompt or your knowledge base. No services ticket | Your team from templates and libraries, or Zenarate's full-service team | | Keeping content current | Generated from your docs or a prompt, so updating one after a policy change is quick | Templates and libraries, or Zenarate's team | | What gets scored | Your Scorecard, drawing on your SOPs and knowledge, plus data accuracy in System simulations | AI scorecards set to your standards, plus data accuracy in software simulations | | Languages | 90+ | 79 | | LMS delivery | Syncs Assignments with your LMS | Its own learning platform, with lessons and SCORM | | Security | SOC 2, ISO 27001:2022, SSO and SCIM | SOC 2, with support for PCI, HIPAA and GDPR requirements, SSO and SCIM | > The ease of creating simulations and scorecards was key to getting our team onboard quickly. > > Denessy Rodero, Manager - Business Transformation, Tech Mahindra #### Which one fits your team Solidroad and Zenarate both train customer-facing teams. Which one fits depends on who builds your training and what your agents need to practice. ##### Choose Solidroad if - You want a platform built only for training customer-facing teams. - Your trainers want to build and change Simulations themselves. - You want Simulations built from the knowledge base and SOPs you already keep. - You want every practice conversation to be open-ended, with an AI customer who responds to what the Learner says. ##### Choose Zenarate if - You want lessons, SCORM content and simulation practice on one platform. - You'd rather have Zenarate's team build your simulations. - You need mobile delivery or white labeling. #### Switching from Zenarate What carries over and what to set up. - Start from what you already have. Connect Guru, Confluence, Notion, Intercom or Zendesk, or upload your own material, and build Simulations from your current policies and scripts. A prompt works too. - Rebuild your scoring once. Set up your standards as Scorecards. They can grade each section, mark it pass or fail, or check process steps, with fail rules, and every Simulation and Assessment uses them. - Map your courses to Assignments. An Assignment packages Simulations with a passing score and Certification, and syncs with your LMS, so Learners keep training where they already do. - Try it on one team. Sign up for a trial workspace, build a Simulation from one of your own articles, and compare it with what your agents practice now. #### Common questions ##### How is Solidroad different from Zenarate? Both of us train contact center teams, and both run practice in your software next to the conversation. The bigger difference is who builds it. Zenarate works from templates and libraries and offers a full-service team to build simulations for you. We built Solidroad so your trainers make and change Simulations themselves, from your knowledge base or a prompt, without waiting on a services team. ##### Can our agents practice in our own tools? Yes. Solidroad produces System simulations: dynamic, sandboxed, fully working replicas of any software your team uses. Learners practice in them alongside the AI customer, so they work the case in the tool while the conversation runs. Zenarate also runs software simulations alongside its AI conversations. ##### How does Solidroad score practice compared with Zenarate? We score every attempt against your Scorecard, which draws on the SOPs and knowledge you load into Processes, and we score data accuracy in System simulations too. Each Learner gets a score out of 100, overall and per section, then AI coaching: top strengths, focus areas and a next step. Zenarate also scores against standards you set, including data accuracy in its software simulations. ##### Does Zenarate support SCORM? Yes. Zenarate delivers lessons and SCORM through its own learning platform. Solidroad syncs Assignments with your LMS. If you deliver training through SCORM today, ask us how that would work for your team. ##### Can I try Solidroad before talking to sales? Yes. Sign up for your own trial workspace and build a Simulation from one of your articles, or book a demo and we'll walk your team through it. #### More comparisons - [Solidroad vs Second Nature](https://www.solidroad.com/vs/second-nature): Second Nature started with sales teams. Solidroad trains teams on the conversation and the tools together, scored against your own SOPs. - [Solidroad vs SymTrain](https://www.solidroad.com/vs/symtrain): SymTrain builds simulations from recorded calls for contact centers of 200+ agents. Solidroad trains the conversation and the tools together. Zenarate is a trademark of its owner. Solidroad is not affiliated with or endorsed by Zenarate. [Get a demo](https://www.solidroad.com/demo) ## Solidroad vs Second Nature Source: https://www.solidroad.com/vs/second-nature ### Solidroad vs Second Nature Practice the conversation and the tools **Quick answer** Solidroad trains teams on the conversation and the tools together: an AI customer that responds to what the Learner says, beside a fully working replica of their own software. Second Nature is built for sales teams first and lists no practice in your support tools. [Get a demo](https://www.solidroad.com/demo) [Or start a trial workspace](https://app.solidroad.com/sign-up) Illustration of a Solidroad Simulation: an AI customer, Dana, chats on the left. A replica of the agent's own tool is on the right, with the order, a passed ID check, the refund and a case note. Chat with Dana, AI customer - Dana: Hi, I was charged twice for order #4471. - You: Sorry about that, Dana. Can you confirm the email on the account? - Dana: dana.m@example.com. I need this sorted today. - You: Thanks. I've refunded the duplicate $49.00. It should show in 3 to 5 days. Your tool: Orders - Replica - Order #4471: Refunded - Email: dana.m@example.com - Charges: 2 x $49.00 - Refund: $49.00 - Verify ID: Email matches the account, Verified - Wrong click? The replica lets it happen, and it's logged for coaching. - Case note: Duplicate charge refunded. Customer confirmed by email. #### Why we train the conversation and the tools together On a live ticket, an agent listens to the customer and works the tool at the same time. If training covers only one of those, the first time a new agent does both is with a real customer. Solidroad is the AI training platform for CX, sales and enablement teams. In a Simulation, the Learner works the case in a System simulation while the conversation runs: they look up the order, check ID and enter the refund with the customer still waiting on a reply. One Scorecard grades both halves: how the Learner handled the customer, and whether the data they entered in the tool is accurate. AI coaching follows every attempt, so Learners know what to fix before they try again. When a policy changes, trainers update the Simulation and the next attempt runs on the new rule. #### Solidroad vs Second Nature: feature comparison | Feature | Solidroad | Second Nature | | --- | --- | --- | | Practice in your own tools | System simulations: dynamic, sandboxed, fully working replicas of your own software | Screen share for product demos. No software simulation listed on its site | | Built for | CX, sales and enablement teams, including support work like refunds, escalations, account changes and policy questions | Sales teams first, with MEDDPICC, BANT and SPIN templates. Its support page builds from call scripts, recordings and sales material | | Conversation style | Open-ended: the AI customer holds back context and responds to what the Learner says | Role-plays built from your scripts and materials | | Difficulty and hints | Difficulty levels and Hints, so practice builds from easy to hard | Not listed on its site | | Channels | Chat, email and phone, with video avatars in beta | Voice and video avatars, chat, pitch recordings, slides and screen share | | How simulations are built | From your knowledge base, such as Guru, Confluence, Notion, Intercom or Zendesk, or a prompt | From uploaded documents, decks or recordings. No helpdesk or contact center integration listed | | What gets scored | Your Scorecard, drawing on your SOPs and knowledge, plus data accuracy in System simulations | An editable AI rubric, 70% knowledge and 30% style by default | | Languages | 90+ | More than 25 | | LMS delivery | Syncs Assignments with your LMS | SCORM, with Cornerstone, Docebo, SuccessFactors and Adobe Learning Manager | | Security | SOC 2, ISO 27001:2022, SSO and SCIM | SOC 2, GDPR and CCPA, SSO and SCIM | > We validate that agents meet our quality standards before they handle live tickets. The result is faster resolutions and better outcomes. > > Alex Dimitrov, Head of Training, Crypto.com #### Which one fits your team Solidroad and Second Nature both train customer-facing teams. Which one fits depends on who builds your training and what your agents need to practice. ##### Choose Solidroad if - Your team handles support or CX conversations on chat, email or phone. - You want scoring against your own SOPs and knowledge base. - You also want to screen support candidates with the same Simulations. ##### Choose Second Nature if - You want sales role-play templates like MEDDPICC, BANT and SPIN. - You want avatar group role-plays, pitch recordings or presentation practice. - You need SCORM delivery into your LMS. #### Switching from Second Nature What carries over and what to set up. - Start from your support content. Connect Guru, Confluence, Notion, Intercom or Zendesk, or upload your own material, and build Simulations from the policies your agents follow. A prompt works too. - Swap the rubric for your process. Turn your quality standards into Scorecards. They can grade each section, mark it pass or fail, or check process steps, with fail rules. - Map your courses to Assignments. An Assignment packages Simulations with a passing score and Certification, and syncs with your LMS, so Learners keep training where they already do. - Try it on one team. Sign up for a trial workspace, build a Simulation from one of your own articles, and compare it with what your agents practice now. #### Common questions ##### How is Solidroad different from Second Nature? Second Nature started with sales role-play, and most of its product and customer stories are about sales. It has customer support and call center pages and some BPO customers, but its site doesn't list practice inside your support tools. Solidroad trains the conversation and the tools together, so if your agents struggle with the system as much as with the customer, we cover both. ##### Can our agents practice in our own tools? Yes. Solidroad produces System simulations: dynamic, sandboxed, fully working replicas of any software your team uses. Learners practice in them alongside the AI customer, so they work the case in the tool while the conversation runs. Second Nature's site lists screen share for product demos but no software simulation. ##### How does Solidroad score practice compared with Second Nature? We score Learners against Scorecards built from your guidelines, SOPs and knowledge base, and we score data accuracy in System simulations too. Each attempt gets a score out of 100, overall and per section, with AI coaching straight after. Second Nature uses an AI-generated rubric you can edit, weighted 70% on knowledge and 30% on delivery style by default. Some G2 reviewers say its scoring is too harsh or changes from one attempt to the next. ##### Does Second Nature support SCORM? Yes. Second Nature supports SCORM, with connectors for Cornerstone, Docebo, SuccessFactors and Adobe Learning Manager. Solidroad syncs Assignments with your LMS. If you deliver training through SCORM today, ask us how that would work for your team. ##### Can I try Solidroad before talking to sales? Yes. Sign up for your own trial workspace and build a Simulation from one of your articles, or book a demo and we'll walk your team through it. #### More comparisons - [Solidroad vs Zenarate](https://www.solidroad.com/vs/zenarate): Zenarate is an enterprise training suite with a team that can build simulations for you. Solidroad lets trainers build and edit their own. - [Solidroad vs SymTrain](https://www.solidroad.com/vs/symtrain): SymTrain builds simulations from recorded calls for contact centers of 200+ agents. Solidroad trains the conversation and the tools together. Second Nature is a trademark of its owner. Solidroad is not affiliated with or endorsed by Second Nature. [Get a demo](https://www.solidroad.com/demo) ## Solidroad vs SymTrain Source: https://www.solidroad.com/vs/symtrain ### Solidroad vs SymTrain Practice the conversation and the tools **Quick answer** Solidroad trains teams on the conversation and the tools together: an AI customer that responds to what the Learner says, beside a fully working replica of their own software. SymTrain builds simulations from recorded calls for contact centers of 200 or more agents. [Get a demo](https://www.solidroad.com/demo) [Or start a trial workspace](https://app.solidroad.com/sign-up) Illustration of a Solidroad Simulation: an AI customer, Dana, chats on the left. A replica of the agent's own tool is on the right, with the order, a passed ID check, the refund and a case note. Chat with Dana, AI customer - Dana: Hi, I was charged twice for order #4471. - You: Sorry about that, Dana. Can you confirm the email on the account? - Dana: dana.m@example.com. I need this sorted today. - You: Thanks. I've refunded the duplicate $49.00. It should show in 3 to 5 days. Your tool: Orders - Replica - Order #4471: Refunded - Email: dana.m@example.com - Charges: 2 x $49.00 - Refund: $49.00 - Verify ID: Email matches the account, Verified - Wrong click? The replica lets it happen, and it's logged for coaching. - Case note: Duplicate charge refunded. Customer confirmed by email. #### Why we train the conversation and the tools together On a live ticket, an agent listens to the customer and works the tool at the same time. If training covers only one of those, the first time a new agent does both is with a real customer. Solidroad is the AI training platform for CX, sales and enablement teams. In a Simulation, the Learner works the case in a System simulation while the conversation runs: they look up the order, check ID and enter the refund with the customer still waiting on a reply. One Scorecard grades both halves: how the Learner handled the customer, and whether the data they entered in the tool is accurate. AI coaching follows every attempt, so Learners know what to fix before they try again. When a policy changes, trainers update the Simulation and the next attempt runs on the new rule. #### Solidroad vs SymTrain: feature comparison | Feature | Solidroad | SymTrain | | --- | --- | --- | | Practice in your own tools | System simulations: dynamic, sandboxed, fully working replicas of your own software | Screen-based practice for product navigation | | Conversation style | Open-ended: the AI customer holds back context and responds to whatever the Learner says | Scripted: built from recorded calls, or a script with dialogue that Sym Gen AI writes | | Built for | CX, sales and enablement teams | Contact centers with 200 or more agents | | Channels | Chat, email and phone, with video avatars in beta | Voice and chat, plus screen-based practice | | How simulations are built | Self-serve: your trainers build from a prompt or your knowledge base | From recorded calls, chats, emails and QA evaluations, or a drag-and-drop builder | | What gets scored | Your Scorecard, built from your SOPs and knowledge, plus data accuracy in System simulations | Skill proficiency, with pass or fail scores sent to your LMS | | Feedback after each attempt | A score out of 100, top strengths, focus areas and a next step | A learn, practice and test sequence | | LMS delivery | Syncs Assignments with your LMS | SCORM export, and embeds in LMS, QA and performance tools | | Hiring | Assessments that screen candidates with the same Simulations | Pre-hire assessment | | Security | SOC 2, ISO 27001:2022, SSO and SCIM | Says its practices align with SOC 2, GDPR and CCPA. No certification listed | > We now know agents meet our quality bar before they ever touch a customer. That's the difference. > > Marissa Taylor, Manager, Product Support, Podium #### Which one fits your team Solidroad and SymTrain both train customer-facing teams. Which one fits depends on who builds your training and what your agents need to practice. ##### Choose Solidroad if - You want AI customers that take open-ended paths and respond to whatever the Learner says. - You want each attempt scored against your own Scorecard, with AI coaching straight after. - You want Learners to practice in fully working replicas of your own software. - Your trainers want to build Simulations themselves, from your knowledge base or a prompt. ##### Choose SymTrain if - You run a contact center of 200 or more agents and want simulations built from your recorded calls. - You need SCORM export, or simulations inside your QA and performance tools. - You run Five9 or Verint and want a vendor listed on its marketplace. #### Switching from SymTrain What carries over and what to set up. - Start from your knowledge base. Connect Guru, Confluence, Notion, Intercom or Zendesk, or upload your own material, and build Simulations from the policies your agents follow. A prompt works too. - Bring your tools across. Solidroad produces dynamic, sandboxed, fully working replicas of the software your agents use. Learners practice in them alongside the AI customer, so they learn the tool and the conversation together. - Map your courses to Assignments. An Assignment packages Simulations with a passing score and Certification, and syncs with your LMS, so Learners keep training where they already do. - Try it on one team. Sign up for a trial workspace, build a Simulation from one of your own articles, and compare it with what your agents practice now. #### Common questions ##### How is Solidroad different from SymTrain? SymTrain builds practice from your recorded calls and scripts, and its pricing FAQ says it is built for organizations with 200 or more agents. It covers hiring, onboarding and upskilling. Solidroad's AI customers take open-ended paths and respond to whatever the Learner says, on chat, email and phone, next to a fully working replica of your own software. Your trainers build them from your knowledge base or a prompt. ##### Can our agents practice in our own tools? Yes. Solidroad produces System simulations: dynamic, sandboxed, fully working replicas of any software your team uses. Learners practice in them alongside the AI customer, so they work the case in the tool while the conversation runs. SymTrain lists screen-based practice for product navigation alongside voice and chat. ##### How does Solidroad score practice compared with SymTrain? We score each attempt out of 100 against your own Scorecard, built from your SOPs and knowledge, and we score data accuracy in System simulations too. A Scorecard can grade each section, mark it pass or fail, or check process steps. Learners get AI coaching straight after: top strengths, focus areas and a next step. SymTrain says it measures skill proficiency and sends pass or fail scores to your LMS. ##### Does SymTrain support SCORM? Yes. SymTrain exports SCORM to your LMS. Solidroad syncs Assignments with your LMS. If you export SCORM today, ask us how that would work for your team. ##### Can I try Solidroad before talking to sales? Yes. Sign up for your own trial workspace and build a Simulation from one of your articles, or book a demo and we'll walk your team through it. #### More comparisons - [Solidroad vs Zenarate](https://www.solidroad.com/vs/zenarate): Zenarate is an enterprise training suite with a team that can build simulations for you. Solidroad lets trainers build and edit their own. - [Solidroad vs Second Nature](https://www.solidroad.com/vs/second-nature): Second Nature started with sales teams. Solidroad trains teams on the conversation and the tools together, scored against your own SOPs. SymTrain is a trademark of its owner. Solidroad is not affiliated with or endorsed by SymTrain. [Get a demo](https://www.solidroad.com/demo)