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Writing on customer support, AI agents, and the open web.

From chaos to coordination: what Spirit's collapse teaches us about agentic CX

Spirit's shutdown left thousands of travelers stranded. Agent-to-agent coordination is the only way customer experience survives the next one.

Jesse Hollander · May 3, 2026 · 2 min read

All posts

Product
The customer support layer of the web
Why we built Teleperson on top of the page the customer is already on, instead of asking them to switch apps.
April 12, 2026 · 6 min
Engineering
Single-step authority: how agent-to-agent should work
Our safety model for the chat co-pilot, every send is a separate user-confirmed action.
March 28, 2026 · 8 min
ProductIndustry
Data flywheels without the data grab
Building network-effect data quality without selling user behavior.
March 4, 2026 · 5 min