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 9 — Keeping AI out of PCI Scope
Why post-call redaction fails PCI DSS v4.0 audits, how the LLM Scope Rule silently pulls modern contact-center systems into scope, and the pause-and-resume architecture with network-level DTMF masking the industry has converged on.
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.
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.