Solidroad, the AI platform that trains and improves human and AI customer support agents, today announced a partnership with Unwrap, an AI-powered customer intelligence platform. Announced in San Francisco, the new partnership pairs Solidroad's training for human and AI support agents with Unwrap's quality assurance capabilities to address a common gap where customer conversations reveal where experience needs to improve but manual QA only covers small sample.
Unwrap analyzes customer feedback, surfacing recurring themes and actionable insights to the right stakeholders. Its SupportIQ product examines conversations to identify what is driving customer issues, the resolution paths agents are taking, and which paths drive the best resolution outcomes and customer satisfaction. Solidroad takes these comprehensive findings and builds customized agent training around them.
"Working with Unwrap has been a great partnership for us because our capabilities are really complementary," said Mark Hughes, co-founder and CEO of Solidroad. "We see how a simulated conversation went. They see whether the problem behind it is showing up for a thousand other customers. Putting those together means a team can spot an issue and start training agents on it right away. By combining our capabilities we're creating something really meaningful for the industry."
That ability to turn a specific finding into targeted training is where Solidroad comes in. Solidroad generates realistic training scenarios across personas, support channels, difficulty levels, and languages. Simulations are scored against custom, self improving rubrics informed by each company's guidelines, standard operating procedures, and knowledge base, with feedback delivered to agents immediately. The company works with global brands including Ryanair, ŌURA, and Crypto.com across fintech, travel, ecommerce, and consumer technology, and has scored millions of customer conversations to date.
"It's our mission to fill the world with products people love. Inevitably, when people need help, we want to make sure they have an exceptional support experience too." said Ryan Millner, co-founder and CEO of Unwrap. "Unwrap identifies opportunities to provide that exceptional support experience, and Solidroad turns those insights into actionable training that help agents perform better. Together, we give support teams an unparalleled ability to provide the most delightful, efficient support experiences to their users."
ŌURA, for example, has been using both platforms across its member support operation, using what surfaces in member conversations to shape how its support team is trained.
"We believe in bringing together best-in-class technology to build a better support operation. Solidroad and Unwrap are two companies disrupting how CX teams leverage AI," said Tyler Schleich, Senior Vice President, Business Operations at ŌURA. "Unwrap helps us understand what's happening across member conversations, and Solidroad turns those insights into realistic trainings that make our teams better."
Support teams are increasingly running on a mix of human and AI agents, and both need to be held to the same standard. Solidroad and Unwrap plan to deepen the integration over time, with a focus on shortening the distance between a problem showing up in customer conversations and an agent having the proper training to handle it.
About Solidroad
Solidroad is an AI-native training platform built for modern customer support teams. The platform recreates real-world customer scenarios, systems, and workflows in AI-powered simulations, giving agents a safe place to practice, build confidence, and improve performance before going live. Solidroad helps companies onboard agents faster, improve customer outcomes, and scale support without scaling training overhead. Headquartered in San Francisco, Solidroad partners with leading global brands including ŌURA, Ryanair.
About Unwrap AI
Unwrap is the world's leading customer intelligence platform for customer experience, support, and product teams. The platform ingests unstructured customer feedback and turns it into clear, prioritized insight, unlocking a data source most companies never use. Teams at lululemon, DoorDash, Oura, Southwest Airlines, Perplexity, and Clay rely on Unwrap to surface what customers are actually saying and act on it faster.
