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.
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 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 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.
Chapter 1 — The Cost of "How We've Always Done It"
A walkthrough of Chapter 1 of The AI Contact Center Handbook — why the legacy contact center is not a technology problem, but an operating-model tax paid every day in cash and in trust.