Glossary
Audit log
A per-ticket record of every AI decision, including the reply, the action, the confidence, and the source citations.
Audit logs make AI debuggable and explainable. If a customer complains or a regulator asks, the audit log shows exactly what data the AI saw, what reply it drafted, what confidence it had, what action it took, and which sources it cited. Without audit logs, AI is a black box. With them, it becomes an inspectable system.
Related terms
- AI Agent: An autonomous software agent that can resolve customer support tickets without a human in the loop.
- Human in the loop: An AI design pattern where humans retain control over decisions even when AI is doing most of the work.
- Customer satisfaction (CSAT): A survey-based score, usually 1 to 5 or 1 to 7, that measures how satisfied a customer was with a single support interaction.