Chatbot privacy: audit your chat widget for trackers
Chatbot privacy starts in the browser network tab. A 10-minute audit method for chat widget trackers, and what to demand from vendors.
Communicate Blog22 min read
Support
20 stories
Personal Agent Protocol: how support teams prepare
Personal Agent Protocol, announced by Sierra and Meta on October 6, 2026: what is confirmed, what is not, and what support should change.
Communicate Blog22 min readCustomer support for AI shoppers: SLAs and answers
Customer support for AI shoppers: when buyer agents ask questions in bulk, adjust SLAs, verification and answer format for agent traffic.
Communicate Blog23 min readChatGPT Instant Checkout is gone: what support owns
ChatGPT Instant Checkout gave way to merchant-owned checkout. What changed, the disputed dates, and what your store support team owns now.
Communicate Blog22 min readHold Music: How to Keep Callers on the Line
Learn how to choose, license, test, and improve hold music while giving callers clearer queue information and faster support. The post Hold Music: How to Keep Callers on the Line first appeared on Process Street | Compliance Operations Platform.
Process AI Blog13 min readSupport knowledge gap analysis: a weekly procedure that runs on Monday
A concrete weekly procedure for mining unanswered AI support questions into a product and docs roadmap, with exact steps a support lead can run.
Communicate Blog17 min readA customer support hiring plan for teams running AI deflection
How to build a support hiring plan when an AI agent deflects part of the queue. Worked headcount math for year one and maturity, with sources.
Communicate Blog18 min readSupport macros vs AI training data: what to copy and what to rewrite
Support macros vs AI training data: a real refund macro shows exactly what belongs in an AI knowledge base and what breaks it.
Communicate Blog20 min readCustomer support SLA with AI: rewriting the clauses that break
Customer support SLA with AI: why response-time clauses stop working and how to rewrite resolution, handoff, and reporting clauses.
Communicate Blog20 min readWill AI replace customer service jobs? An honest answer
Will AI replace customer service jobs? BLS, Gartner, and PwC data on which tasks go, which grow, and what the retrained role pays.
Communicate Blog17 min readCustomer effort score: what it measures and why AI moves it both ways
CES predicts repurchase and churn better than CSAT for support interactions. Here is how to measure it, and where AI lowers or raises it.
Communicate Blog17 min readSelf-service rate: the metric your AI agent is quietly breaking
Self-service rate explained: why an AI answer never counts as a doc view, and how to fix the metric before it hides real problems.
Communicate Blog17 min readCustomer support KPIs: the four that decide and the six that decorate
Customer support KPIs ranked by decision weight: four metrics that should change what you do next, and six that mostly decorate a dashboard.
Communicate Blog18 min readCost per ticket benchmark: building the denominator correctly
Cost per ticket benchmarks by industry and channel, the full loaded-cost formula, and exactly what AI removes and adds to the number.
Communicate Blog18 min readSupport team structure when AI answers tier 1
Support team structure guide: how the tier 1/2/3 pyramid changes when AI holds the first line, and what the new org chart looks like.
Communicate Blog17 min readHow to reduce a support ticket backlog: a triage-first 30 day playbook
Reduce a support ticket backlog with a triage-first playbook: sort the queue before adding headcount, with a 30 day sequence.
Communicate Blog17 min readCustomer support CSAT benchmark: what a good score actually is
Customer support CSAT benchmarks by channel and industry, why survey timing skews scores more than AI does, and how to read your own number.
Communicate Blog17 min readAI resolution rate vs deflection rate: the metric that decides your program
Resolution rate vs deflection rate explained with formulas, denominators, and a worked example showing the same month reads 72% or 38%.
Communicate Blog17 min read
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