Solidroad secures $25 million in Series A funding to enhance customer support quality assurance through AI automation.

      In summary: Solidroad, a startup based in Dublin and San Francisco that was founded by former Intercom employees, has secured $25 million in Series A funding led by Hedosophia. The company aims to automate the quality assurance of customer support through AI. Unlike the industry norm of reviewing only 1-3% of customer interactions, Solidroad assesses 100% and counts Ryanair, Crypto.com, and Oura among its clients.

      Founded in 2023 by Mark Hughes and Patrick Finlay, both ex-Intercom staff members, the startup has raised a total of $31.5 million, following a $6.5 million seed round led by First Round Capital with contributions from Y Combinator. The company now employs 20 individuals across its two offices. In addition to its notable customers, Solidroad serves large outsourced contact center operators like PartnerHero and Tech Mahindra.

      The solution it offers

      Most customer support teams only evaluate 1% to 3% of their interactions for quality assurance. Typically, a team leader listens to a few calls and reviews some chat transcripts, scoring them against a set rubric. This method is slow, inconsistent, and statistically insignificant: reviewing just 2% of conversations provides little insight into the remaining 98%.

      Solidroad addresses this issue by utilizing AI-driven quality assurance to analyze 100% of customer interactions across voice, chat, and email. The platform assesses every conversation based on the company's quality standards, uncovers trends in agent performance, highlights areas for coaching, and delivers a comprehensive overview that manual reviews cannot provide at scale.

      Solidroad is not promoting the idea that AI will replace customer support agents, a strategy pursued by companies like Wonderful AI, which recently raised $150 million at a $2 billion valuation. Instead, Solidroad believes that human agents will continue to play a crucial role and that those who remain require enhanced training, better feedback, and improved oversight compared to what current manual processes can offer.

      The Intercom affiliation

      The background of Hughes and Finlay at Intercom is significant. Intercom is a key player in defining modern customer support software, and its alumni network has fostered a number of startups creating tools for support teams. Their experience provides them with both credibility in the field and connections to potential clients who can relate to the challenges Solidroad aims to resolve.

      The angel investors participating in the seed round exemplify this network, including Intercom co-founder Ciaran Lee, Wayflyer co-founder Jack Pierce, Voxpro co-founder Dan Kiely, CPL founder Anne Heraty, and former PayPal executive Louise Phelan. The Series A lead, Hedosophia, is well-known for its SPAC partnerships with companies such as Cazoo and Paysafe, but has increasingly invested in enterprise AI.

      Solidroad was part of Y Combinator’s Winter 2025 cohort, providing the company access to the Silicon Valley network that Irish startups often find difficult to penetrate from Dublin. The combination of YC affiliation, backing from First Round Capital, and roots in Intercom has enabled this 20-person startup to reach enterprise clients typically out of reach at this early stage.

      Performance metrics

      Solidroad reports that after implementing its platform, Crypto.com saw a rise of three percentage points in its go-live customer satisfaction score, resulting in a CSAT over 90%. Additionally, at PartnerHero and Tech Mahindra, two of the largest outsourced contact centers, the onboarding time for new agents decreased by 50%. These types of metrics are critical for contact center operators who work with tight margins and high personnel turnover.

      The company has achieved SOC 2 and ISO 27001 certifications, which are essential for selling to enterprise contact centers but can pose significant challenges for early-stage startups. Achieving these certifications with only 20 employees indicates that the founders prioritized readiness for enterprise demands from the outset, thus sacrificing speed for credibility with major BPOs that represent substantial potential contracts.

      Market landscape

      AI in customer support is one of the most rapidly evolving sectors within enterprise software. Currently, AI chatbots handle approximately 65% of customer service interactions, an increase from around 30% three years ago, and every major platform is integrating AI features into its support tools. However, the quality assurance aspect—which ensures the standard of service regardless of whether the agent is human or AI—has received less focus and investment.

      This is gradually changing. As AI takes on more frontline roles, the necessity to monitor, assess, and enhance those interactions grows correspondingly. A chatbot resolving 65% of cases is only as effective as the quality assurance system that identifies the poorly handled cases. Solidroad's strategy is that automated QA will become increasingly valuable as AI assumes more customer-facing tasks.

      The competitive environment includes both specialized solutions and broader platform providers. Established players like NICE, Verint, and Genesys incorporate QA modules into their comprehensive contact center suites. Newer entrants, such as MaestroQA and Klaus (which was acquired