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.