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

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

      Founded in 2023 by Mark Hughes and Patrick Finlay, the startup currently employs 20 people across its two locations. It also serves large outsourced contact center operations like PartnerHero and Tech Mahindra.

      The issue it addresses is that most customer support teams only assess 1-3% of their interactions for quality. Team leads typically listen to a few calls and read some chat transcripts to score them, which results in a slow, inconsistent, and statistically insignificant process; evaluating 2% of conversations provides little insight into the rest.

      Solidroad counteracts this limitation by using AI-driven quality assurance to analyze 100% of customer interactions via voice, chat, and email. The platform evaluates every conversation against established quality criteria, uncovers patterns in agent performance, highlights coaching opportunities, and offers a detailed overview that manual reviews cannot match at scale.

      Solidroad is not advocating for AI to replace customer support agents, a direction 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 be essential and that they require enhanced training, feedback, and quality oversight beyond what traditional methods provide.

      The founders' connection to Intercom is noteworthy, as the company played a significant role in shaping modern customer support software, and its alumni network has spawned a number of startups focused on support tools. Their experience lends them credibility in the industry and a network of potential clients familiar with the challenges Solidroad aims to tackle.

      Angel investors in the seed round include figures from their network, such as 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 was led by Hedosophia, known for its SPAC partnerships but increasingly involved in enterprise AI investments.

      Solidroad participated in Y Combinator’s Winter 2025 cohort, which helped the company establish connections within Silicon Valley, a market that Irish startups often find hard to penetrate from Dublin. The combination of backing from YC, support from First Round Capital, and their Intercom heritage has enabled a small team to reach enterprise clients typically out of their reach at this growth stage.

      What the data indicates is that after implementing Solidroad’s platform, Crypto.com saw a 3% increase in its customer satisfaction score, with CSAT exceeding 90%. At PartnerHero and Tech Mahindra, onboarding time for new agents fell by 50%. Such metrics are critical for contact center operators, who face tight profit margins and high employee turnover.

      The company holds SOC 2 and ISO 27001 certifications, which are essential for selling to enterprise contact centers, presenting a significant hurdle for early-stage startups. Achieving certification with just 20 employees reflects the founders’ commitment to enterprise preparedness from the outset, a strategy that prioritizes credibility with major BPO operators over speed.

      In terms of market context, AI customer support is a rapidly evolving sector within enterprise software. AI chatbots now manage approximately 65% of customer service interactions, compared to about 30% three years ago, and all major platforms are integrating AI functionalities into their support tools. However, the quality assurance component, which ensures the level of service regardless of whether the agent is human or AI, has garnered less focus and funding.

      This is starting to shift. As AI handles a growing share of customer interactions, the demand for monitoring and improving these interactions will grow correspondingly. An AI that resolves 65% of tickets is only as effective as the quality assurance system checking for the cases it inadequately addresses. Solidroad's belief is that automated QA will gain more importance as AI takes on more customer-facing roles.

      The competitive environment comprises both specialized solutions and broader platform players. Established names like NICE, Verint, and Genesys offer QA modules as part of their contact center suites, while newer companies like MaestroQA and Klaus (acquired by Zendesk) have developed specific QA products. Solidroad distinguishes itself by focusing on AI-driven QA that includes 100% of interactions by default, coupled with training and coaching solutions that link quality assessment to agent development.

      From a Dublin perspective, Solidroad operates from both San Francisco and Dublin, maintaining a five-day presence in each city. Dublin hosts a significant number of customer support operations, with major tech firms and BPOs running their European service centers from there. This presence enables Solidroad to leverage engineering talent in Dublin while having a sales foothold in