Why AI coaching, not automation, could be your next CX advantage

As AI sweeps through customer service, Solidroad is taking a different path — one that doesn’t replace humans, but makes them better. The Dublin-born company just raised $6.5M to scale its platform, which analyses every customer interaction to deliver personalised training simulations for human agents and performance upgrades for AI systems.

Instead of relying on outdated QA processes or fully automated agents, Solidroad offers CX leaders a third path: smarter teams, faster ramp times, and measurable gains in customer satisfaction, without bloated overhead. Clients like Crypto.com, Podium, and ActiveCampaign are already seeing double-digit improvements in handling times, agent proficiency, and CSAT.

The takeaway? Continuous improvement is beating blind automation. In a market where every interaction counts, coaching your team — human and machine — might just be the compounding edge your competitors haven’t figured out yet.

Read the full article for insights into why AI-enabled coaching could reshape the future of CX.