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.
Chapter 11 — The Changing Job Market and New Enterprise Roles
Which contact center jobs shrink, which grow, and how today's agents actually bridge into the new roles. The workforce transition as a role-definition problem, not a headcount problem.
Chapter 8 — Navigating the Regulatory Minefield
A working map of the five regulations every AI-powered contact center leader needs to know cold — GDPR, CCPA, HIPAA, TCPA, and the EU AI Act — plus the governance-by-design apparatus that keeps modern operations defensible.
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.
Part 3 — Quality & Measurement
Part 3 of the AI Contact Center Handbook — how quality assurance, workforce engagement, and personalization change when AI does the talking. Covers WEM (Ch 6) and hyper-personalization plus omnichannel journeys (Ch 7).
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 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.