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.
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.
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.
Appendix A — Glossary
A single alphabetical A–Z glossary covering the contact center industry, AI, and compliance — every acronym you will hear in a CCaaS bake-off, a QBR, or a security review, defined in one sentence.
Chapter 10 — Guardian Agents and Trust by Design
The AI that watches the AI. Guardian Agents, voice biometrics, deepfake detection, and the multi-layer trust architecture behind AI-heavy contact centers in 2026.
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 5 — Execution
Part 5 of The AI Contact Center Handbook — where the book stops describing the terrain and starts telling you what to do: trust architecture, the changing workforce, and vendor selection.
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 6 — Intelligent Workforce Engagement Management (WEM)
Chapter 6 walkthrough from The AI Contact Center Handbook. WEM — the operational muscle behind scheduling, forecasting, and quality — is being rebuilt from Excel and Erlang C into a system that learns, monitors 100% of calls, and reforecasts intraday in ninety seconds.
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.