Can I see which actions an AI agent has run?
You should, and a vendor who will not show you is reason enough to rule them out. Every action an agent runs has to be logged with what it did, on which account, when, and off the back of which conversation. Without that log you cannot audit a mistake, you cannot answer a customer who complains, and you cannot pass any mid-sized customer security questionnaire.
Short answer
You should, and a vendor who will not show you is reason enough to rule them out. Every action an agent runs has to be logged with what it did, on which account, when, and off the back of which conversation. Without that log you cannot audit a mistake, you cannot answer a customer who complains, and you cannot pass any mid-sized customer security questionnaire.
In detail
What has to be logged
The action, the account affected, the time, the conversation that triggered it, and what data it looked up before deciding. With those five you can reconstruct any case. Without the last one you know what happened but not why, which is exactly what is needed to fix it.
What it actually gets used for
Less for audits than people assume and more for improving. The action log is where you see that the agent resolves one kind of case well and another indifferently, and it is what turns an impression into a concrete documentation or configuration task.
The question for a vendor
"Show me the screen where I see this." Not the description, the screen. It is one of the biggest differences between products in this category and it rarely appears in any comparison table.
Terms that come up here
Other questions in this thread
Can an AI agent act without me reviewing it?
It can, and how far is your decision, not the vendor. The sensible split is by reversibility: what only reads breaks nothing and can run alone; what writes something recoverable can run alone with a log; and anything irreversible — cancelling, deleting, refunding — should pass through a person, not because the agent is wrong more often, but because when it is wrong nobody will notice in time.
Can an AI agent change a customer plan?
Technically yes, if you give it that tool. The useful question is a different one: whether it should. An upgrade is recoverable and some teams leave it automated; a downgrade or a cancellation touches money and does not undo itself, so the sensible arrangement is the agent preparing it and a person confirming.
Is an AI chatbot any use for complex technical support?
For part of it, and not the part people expect. What it handles well is the initial diagnosis: recognising the error, checking that account state and ruling out the known causes before it reaches anybody. What it does not handle is the case nobody had seen, which is the definition of complex technical support and the reason a third tier exists.
Where this question comes from
The Intake agent →