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.

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Appendix B — Readiness Checklists

Diagnostic tools for the voice AI transformation: a 20-question readiness assessment, a 25-question vendor security screen, a DPIA template, five survey designs, an executive readiness agenda, and the weekly operating rhythm for a live AI program.

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.