Blog
Writing on customer support, AI agents, and the open web.
All posts
- Industry
The two-sided future of customer service
The next battle in customer experience isn't human versus bot. It's the consumer's agent versus the brand's agent — and the layer in between is the whole opportunity.
May 16, 2026 · 4 min
- IndustryProduct
Bring your own agent: what brands do when customers show up with their own AI
Soon your customer won't open your chat window themselves — their agent will. The brands that prepare for the agent-on-the-other-side win. The ones that try to block it lose.
May 15, 2026 · 4 min
- Engineering
Know Your Agent: identity becomes infrastructure
Banking has KYC. Agent commerce will need KYA — a way to verify that an agent is who it claims to be and authorized to do what it's doing. It barely exists yet.
May 14, 2026 · 4 min
- Industry
Who's to blame when an agent gets it wrong?
An agent commits to something the person would never have approved. Four parties could be at fault, and most discussions name only two. The missing parties are why agent adoption stalls.
May 13, 2026 · 4 min
- Industry
The per-seat pricing page is a relic
Per-seat pricing was built for software humans log into. Agents don't have seats — and the pricing page is the last part of the SaaS playbook to notice.
May 12, 2026 · 4 min
- Engineering
The protocol shake-out: what to actually build on in 2026
MCP, A2A, ACP, ANP, and a half-dozen commerce protocols. You don't have to bet on a winner — you have to understand which layer each one occupies.
May 11, 2026 · 4 min
- ProductIndustry
Deflection is a vanity metric
"Tickets deflected" measures how many customers you stopped from reaching you. It tells you nothing about whether their problem got solved — and it's quietly steering CX teams the wrong way.
May 9, 2026 · 3 min
- Industry
Agent-washing is here: a field guide to spotting it
Every CX vendor now says "agentic." Most of them shipped a chatbot with a new label. Five questions that tell the difference before you sign.
May 8, 2026 · 4 min
- Industry
"Press 1 for a human": the slow death of the phone tree
The IVR maze was never built to help you — it was built to deflect you. Voice agents and verified call trees finally invert the design.
May 7, 2026 · 3 min
- Product
Your subscriptions are a part-time job
The average household runs a dozen-plus vendor relationships by hand — renewals, disputes, downgrades, hold music. That's not life admin. That's unpaid labor an agent should absorb.
May 6, 2026 · 3 min
- 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