The AI Contact Center Handbook
A practical field guide to customer experience in the age of agentic AI — chapter by chapter, for teams evaluating AB Support.
Appendix A — Glossary
A single alphabetical A–Z glossary covering the contact center industry, AI, and compliance — every acronym you will hear in a CCaaS bake-off, a QBR, or a security review, defined in one sentence.
Chapter 7 — Hyper-Personalization and Omnichannel Journeys
Chapter 7 of the AI Contact Center Handbook — why omnichannel became multichannel, what optichannel replaces it with, live journey analytics, real-time speech-to-speech translation, and the trust line that separates helpful personalization from creepy surveillance.
Chapter 5 — The Experience Orchestration Platform (XOP)
Chapter 5 walkthrough from The AI Contact Center Handbook. The XOP is the sub-second decision layer above the CCaaS, CRM, and CDP — the brain that fuses live signals and CAMARA network APIs into a real-time answer.
Chapter 4 — The New Role of the Human Agent
Chapter 4 walkthrough from The AI Contact Center Handbook. Agentic AI takes the routine 80% of interactions; the human agent's job becomes higher-stakes, higher-EQ, higher-paid — and needs to be rebuilt from the ground up.
Part 2 — The Front Line
Part 2 of The AI Contact Center Handbook — what changes on the front line when agentic AI handles the routine work. Chapter 4 covers the human side of the shift; Chapter 5 covers the Experience Orchestration Platform that makes real-time decisions above every channel.