Solidroad

Solidroad is an AI training and quality platform for customer support teams. It combines simulated customer conversations with scorecards and automated conversation scoring, helping teams train agents, assess readiness before live work, and identify quality gaps across ongoing support.

Solidroad 能做什麼？

AI customer simulations

Create simulations that model customer interactions and use them to train agents on realistic support scenarios.

Custom scorecards

Build scorecards around selected skills and behaviors, including empathy, communication, process adherence, and accuracy.

Personalized training

Generate training for individual agents using AI simulations tailored to support practice.

Automated conversation scoring

Score customer conversations at scale to reveal quality trends and gaps beyond what manual review can cover.

Readiness validation

Use simulations to check whether agents can meet quality standards before they handle live tickets.

Quality follow-up

Run targeted validation after identifying an issue to check whether the relevant quality gap has been addressed.

使用情境

“Prepare new agents for live support”

Have new hires practice customer scenarios and validate their performance against team standards before approving them for live tickets.

“Monitor quality across high conversation volumes”

Use automated scoring to evaluate broad conversation coverage and find issues that sampled manual QA may miss.

“Target coaching to observed gaps”

Use scorecard results to identify skills or behaviors for further practice, then validate whether the issue has improved.

“Improve support workflows across channels”

Connect training and quality work so teams can assess interactions handled by support agents or AI.

常見問題

What kinds of support skills can scorecards measure?

Scorecards can be configured for skills and behaviors such as empathy, communication, process adherence, and accuracy.

How are simulations used in agent training?

Agents practice through AI simulations designed to resemble customer interactions. Teams can also use simulations to validate readiness before live tickets.

Can Solidroad score ongoing customer conversations?

Yes. The platform provides automated scoring across conversations; Crypto.com reports using it to score more than 800,000 conversations monthly.

Does Solidroad support quality checks for AI-handled interactions?

The website describes quality and training across conversations handled by both human agents and AI.

什麼是 Solidroad？