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SolidAn Artificial Intelligence Startup that promises to solve one of the most frequent problems of customer service, has raised $ 6.5 million in seed funding to expand its platform that trains customer service representatives automatically and improves AI agents.
Under the leadership of the company founded by Dublin First round capital With participation from Y CombinatorAddressing a fundamental challenge facing growing businesses: how to maintain high quality customer experiences, while controlling the cost, the conversation volume explodes in 10,000 interactions per month.
In a special interview with venturebeat, Solidrod’s co-founder and CEO Mark Hughes said, “CX leaders who increase 10,000 conversations in a month are often stuck between two options: either they maintain quality and cut costs, or cut costs and customers see,” Customers see, “Customer satisfaction,” Customer satisfaction, “Customer satisfaction,” Customer satisfaction ” CEO Mark Hughes said. “None of the traditional solutions works.”
The funding round, which increases the total capital of solidrode by $ 8 million, comes as companies, which is faster struggling to balance the quality of customer experience with operational efficiency. According to Hughes, traditional approaches – offshore outsourcing, inheritance quality assurance tools, or fully automated AI agents – often deteriorate customer satisfaction scores.
How to analyze every customer’s conversation to create personal training simulation
The platform of the solidrode is operated as the hughes, called the huge “an aggregation layer”, which sits with the existing customer communication channels, analyzes every interaction between companies and their customers. Unlike AI solutions that try to completely change human agents, the solidrode focuses on making both human representatives and AI systems more effective.
The platform automatically reviews 100% of the customer conversations in several channels, implementing AI-powered quality assurance that traditionally requires manual review of only 1-3% interactions. More severe, it converts these insights into actionable reforms through individual training simulation and purification recommendations for AI systems for human agents.
“Traditional QA has always been manual and retrospective,” Hughes explained. “Someone reviews a handful of calls or emails, applies a rubric, and tells you how you did. We had to fully reconsider that approach. It was not enough to interact with AI only – we set the insight to act.”
The system generates individual training scenario based on the actual conversation pattern and identifies skill interval, which describes the hughes process as targeted coaching on the scale without adding overheads or additional employees.
Early customer results suggest that the approach improves average. Crypto.comCryptocurrency Exchange, used solids to reduce the average handling time by 18%, as well as improved the customer satisfaction from 87% to 90%-3-3-per cent-point growth that represents significant improvement in the customer service industry.
Marketing automation forum Activeness The manual coaching reported to be saved equal to an entire year, which the company reinstated in high-transportation training initiatives and rapid response mechanisms. Customer engagement platform stage Embed the AI ​​simulation of Solidrode in their onboarding process and cut the new fare ramp time in half.
Hughes cited additional results, saying, “Solid customers across the board, 90% or higher Go-Live CSAT score, rapid ramp time and manual QA work are seeing a huge decrease in work.” PartnerheroWhich saw 30% improvement in agent proficiency score.
Currently this platform analyzes hundreds of thousands of conversations monthly for more than 50 customers, with new companies, the company has been signed up weekly according to the company.
Hughes and co-founder Patrick Finelle, who serve as the Chief Technology Officer, developed his own understanding of customer experience challenges during his tenure at Intercom, customer message platform where he first met and cooperated.
“Patrick was creating features; I was selling them,” Hughes recalled. “We saw for the first time how important the customer experience is for development, but also how disappointing it was to work with the equipment that did not actually help CX teams to improve their work. Even great companies were stuck to the Doctor-Tapping solutions simultaneously that were not made for them.”
The pair represents the growing trend of second time founders, which apply artificial intelligence to enterprise operational challenges. Hughes first established and sold a career guidance platform, while Finelle co-established the Y Combinator-supported No-Code Startup. Monaru,
Why Solidrode chose human growth on AI Replacement Trend Sweeping Customer Service
Customer experience software has exploded in the market as companies recognize the revenue effects of customers’ satisfaction, but many existing solutions focus on complete automation or basic analysis rather than systematic improvement of human performance.
Traditional quality assurance devices usually require important manual oversight and provide retrospective insight rather than active training. Meanwhile, a fully automated AI agent, promising cost savings, often struggling with complex or emotionally fine customer interactions, sometimes depicted Hughes as “hallucinations” rather than supportive reactions.
“Unlike other AI-Interested CX solutions, we do not handle conversations ourselves,” Hughes reported. “Most AI CX equipment are trying to change humans with AI agents. We help improve them.”
This situation reflects a comprehensive industry debate about the optimal balance between human agents and artificial intelligence in customer service operations.
BET of first round capital indicates confidence in human-AI cooperation on complete automation
The lead investment of the first round capital represents a significant verification of the approach of Solidrode. Venture firm led the early stages for companies first perception, UberAnd other category-defined platforms, customer experience suggesting confidence in the ability of solids to reopen technology.
Hughes said in the company’s announcement, “We are excited to work with the first round, which was the first institutional investor in Dharna, Uber and many more companies.” “But more importantly, he has supported the founders who know how to build.”
Funding will mainly support aggressive recruitment, especially in San Francisco where the company is setting up its primary hub. Solidrode plans to transfer its Ireland-based team to the Gulf region during the expansion of engineering and Go-to-market function.
“We are currently focusing on hiring engineering and Go-to-Market roles,” Hughes said. “We are looking for people who want to live in the frontier of AI and customer experience.”
Enterprise security measures address the increasing concerns about AI, analysis of sensitive interactions
As solidrode analyzes sensitive customer conversations, the company has implemented enterprise-grade security measures SoC 2 Type 2 And ISO27001 compliance. Customer data is isolated in safe workspaces without any cross-client sharing, addressing privacy concerns that have become rapidly important because companies adopt AI-operated equipment.
Hughes insisted, “Security and privacy is how we work.” “Each customer’s data lives in a safe, isolated work area. Nothing is ever shared among customers.”
What is the success of solids about the future of workplace AI adoption
Solidrod’s approach reflects widespread trends in adopting artificial intelligence, where companies seek rapid growth rather than replacement of human abilities. Instead of pursuing complete automation, the platform enables the hughes to describe the hughes as “the right balance of humans and AIs”.
“We believe that AI should handle repetition, transaction work, and humans should take care of complex, emotional and fine interaction,” said Hughes. “Solidrode helps companies understand where the line is and then helps to improve both its sides.”
This philosophy aligns with emerging enterprise AI strategies that emphasize human-AI cooperation rather than bulk replacement of workers.
The Big Picture: Why continuous improvement may exceed the correct automation
Rapid growth of solidrodes and adequate amounts illuminates a significant change of how enterprises see artificial intelligence – a one that prefer systematic reforms on revolutionary replacement. While most of the AI ​​discourse focuses on dramatic automation that completely eliminates human roles, the success of Solidrode suggests that companies can get more value in technologies that improve their current workforce average.
Time is particularly important. As the early enthusiasm around the autonomous AI agents encounter the dirty realities of customer service-where sympathy, reference, and fine problems-solution remain uniquely human strength-the composites are finding out that the most valuable AI applications may be those that increase instead of ending human abilities.
The vision of the hughes to create “every customer interaction” represents a few more depth than a learning process adaptation. This suggests a future where artificial intelligence acts as a continuous response loop, continuously enhances the base line of human performance rather than changing it. This approach can prove to be more durable and eventually more conversion than binary choice between humans or AIs that dominate the more venture technology discourse.
In an era where customer experience determines commercial success rapidly, which companies find out how to improve systematically instead of automatic they have discovered that they have made far more valuable than cost cutting equipment-they have created a competitive advantage that reduces compounds over time.
