Trust, privacy, and compliance

Reading and exporting the per-decision audit trail

The per-decision audit trail is a crucial feature that records every action the Unless support agent takes during customer interactions. It provides a detailed log of inputs, sources retrieved, the model used, outputs generated, and any procedures triggered. This audit trail ensures full transparency and compliance, allowing you to review exactly why and how the agent made each decision.

what the per-decision audit trail includes

Each entry in the audit trail captures comprehensive information about the agent’s decisions, including:

• The customer’s input message and the current context state
• The specific sources the agent consulted to generate its response
• The AI model and prompt structure used for the decision
• The exact output text provided to the customer
• Any automated procedures the agent executed, with details on variables and outcomes
• Timestamps and user identities where applicable

This level of detail supports regulatory compliance, internal reviews, and customer inquiries by providing a clear, traceable record of the agent’s behavior.

how to access and export the audit trail

You can view and export the per-decision audit trail directly from the Unless platform:

• Open the Conversations section and select the specific conversation you want to review.
• Within the conversation, locate the decision trail panel to see the detailed log of each agent action.
• Use the export function to download the audit trail in PDF or JSON format for offline review or compliance reporting.

This export capability makes it easy to share audit data with your Data Protection Officer (DPO), auditors, or regulatory bodies.

managing audit trail access and compliance

To maintain security and compliance, Unless allows you to control who can view audit trails:

• Create dedicated roles such as a DPO or external auditor with read-only access to the audit logs.
• Restrict access to sensitive data by limiting permissions to Trust and Conversations sections only.
• Retain audit logs for a standard period of one year, or shorter if specified in your contract, ensuring logs are protected against tampering and continuously monitored.

These controls help you meet GDPR, EU AI Act, and other regulatory requirements while safeguarding your data.

why the audit trail matters

The per-decision audit trail is essential for demonstrating accountability and transparency. It enables you to:

• Prove compliance with regulations like the EU AI Act by showing exactly how the AI system made decisions.
• Investigate and resolve customer disputes or internal compliance questions with clear evidence.
• Prepare for audits and certification renewals by providing detailed logs of agent activity.
• Maintain trust with customers and regulators by offering full visibility into AI-driven support interactions.

By leveraging the audit trail, your organization can confidently manage AI support operations with a strong compliance foundation.

In summary, the per-decision audit trail in Unless offers a detailed, exportable record of every AI decision, supporting transparency, compliance, and accountability. Accessing and managing these logs is straightforward, enabling your team to meet regulatory demands and maintain trust in your AI-powered support system.