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 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.
The Toolkit — Six Appendices
Six practical reference tools from The AI Contact Center Handbook — glossary, readiness checklists, compliance frameworks, MCP developer toolkit, vendor market guide, and CX math.
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.
Part 4 — Governance & Safety
An overview of Part 4 of the AI Contact Center Handbook — the governance, compliance, and safety layer that keeps AI-mediated customer interactions inside the law and inside the trust boundary.