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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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.