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 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 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.
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.