An Audit Trail (AI) is a time-stamped log that captures how AI was used in a contact-center workflow, such as what audio or transcript segments were processed, what the AI produced (summaries, classifications, suggested responses), and what settings, model version, and rules were in effect at the time.
Operationally, it matters because it lets leaders and compliance teams reconstruct what happened in a specific call and explain why an AI-driven outcome occurred. This supports dispute handling, regulatory inquiries, internal QA, and change control by showing when prompts, policies, or models changed and how those changes affected results.
A useful audit trail is searchable, tied to the interaction ID and agent actions, and protected against tampering so it can be relied on during investigations. It also helps identify systematic issues, such as a prompt update that increased false compliance flags across a queue.
