Comm100

Many executive teams have committed to AI programs, and adoption in the support space has moved from experiment to expectation. In regulated sectors, that pressure tends to arrive with a containment target attached, and it lands on a function that did not set it.

Whether to automate is settled. The order in which teams build is not. With containment targets revised ...

In the customer support realm, “agentic” describes a system that can take action in your business systems to resolve a request, rather than only generating a reply about it.

A chatbot’s job ends when it has produced a response; an agent’s job ends when the request is resolved, which usually means the software has to read a live record, complete a task, or change som...

Contact center budgets are flat while member expectations keep climbing. Members want answers at 11pm on a Sunday, in their own language, without repeating their account number three times.

AI is the obvious lever, and most institutions have already pulled it. The Consumer Financial Protection Bureau’s (CFPB)

Across the 220 million-plus live chat interactions analyzed in the Comm100 2026 AI Live Chat Benchmark Report, AI chatbots resolved 44.8% of the chats they handled. That single figure hides a spread running from 89.0% down to 41.2% by team size, and f...

Retention in iGaming is usually treated as a marketing problem. Operators buy CRM and CDP tooling, build bonus engines, segment by deposit behavior and run reactivation campaigns against players who have gone quiet. Support sits outside that conversation, measured as a cost line on speed and volume.

We think that framing is wrong, and not by a small margin. ...