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.
Chapter 12 — Strategic Vendor Selection and Implementation
The four vendor camps, the phased rollout playbook, contract terms that actually matter, the shift to outcome-based pricing, and a twelve-month calendar of what goes right and wrong.
Chapter 9 — Keeping AI out of PCI Scope
Why post-call redaction fails PCI DSS v4.0 audits, how the LLM Scope Rule silently pulls modern contact-center systems into scope, and the pause-and-resume architecture with network-level DTMF masking the industry has converged on.
Part 4 — Governance & Safety
An overview of Part 4 of the AI Contact Center Handbook — the governance, compliance, and safety layer that keeps AI-mediated customer interactions inside the law and inside the trust boundary.
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.
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.
Chapter 3 — The Rise of Agentic AI
A walkthrough of Chapter 3 of The AI Contact Center Handbook — what "agentic" actually means, why a chatbot is not an agent, the three ingredients (model + tools + memory), and the seven design principles that separate production systems from failed pilots.
Chapter 2 — The Architecture of Convergence: UCaaS, CCaaS, and CPaaS
A walkthrough of Chapter 2 of The AI Contact Center Handbook — the three acronyms behind every vendor pitch, why they are all converging into a single Communications Cloud, and what a buyer should actually evaluate.
Part 1 — The Landscape
Part 1 of The AI Contact Center Handbook. Three chapters that map the terrain before the tactics: the legacy trap, the new architecture, and the arrival of agentic AI.
Chapter 1 — The Cost of "How We've Always Done It"
A walkthrough of Chapter 1 of The AI Contact Center Handbook — why the legacy contact center is not a technology problem, but an operating-model tax paid every day in cash and in trust.