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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Chapter 3 — The Rise of Agentic AI
A walkthrough of Chapter 3 of The AI Contact Center Handbook — what "agentic" actually means, why a chatbot is not an agent, the three ingredients (model + tools + memory), and the seven design principles that separate production systems from failed pilots.
The AI Contact Center Handbook — A Field Guide to Customer Experience in the Age of Agentic AI
A preview of Sho Shimoda's new book — what agentic AI actually means, why it changes the operating model of customer experience, and what it looks like in production inside Microsoft Teams.