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 C — Security & Compliance Frameworks

PCI DSS v4.0 in twelve steps, the merchant-level thresholds that decide validation obligations, and a working comparison of GDPR, CCPA/CPRA, TCPA, LGPD, and APPI for any multinational contact center.

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.