Making AI Customer Service Transparent With Full Trace Logging

AI-powered customer service only works if people trust it.

At Airgentic, we believe AI should never feel like a black box — especially in customer-facing environments where accuracy, accountability, and governance matter. That’s why we’ve just shipped full trace logging across the Airgentic platform.

This new capability gives teams complete visibility into how every customer enquiry is handled, from start to finish.

End-to-End Visibility for Every Enquiry

With full trace logging enabled, each user enquiry can now be followed through its entire lifecycle. You can see:

• Which agent the enquiry was delegated to

• The standalone question used for retrieval

• The search results that were considered

• The payloads sent to the language model

• The sources selected to generate the answer

• The final response delivered to the customer

Agent-level LLM calls and function executions are logged as well, providing a detailed and auditable view of how decisions are made at every step.

Why Transparency Matters

Transparency isn’t a “nice to have” in AI customer service — it’s foundational.

When teams can see exactly how an answer was produced:

• Diagnosing issues becomes faster and more precise

• Confidence in AI-generated responses increases

• Governance moves from guesswork to evidence-based control

Instead of hoping the AI behaves correctly, teams can verify, understand, and improve its behaviour continuously.

From Better Answers to Better Accountability

Exceptional customer experience isn’t just about delivering good answers. It’s about knowing why those answers were given, being able to explain them, and having the tools to improve the system behind them.

Full trace logging supports:

• Explainability for internal teams and stakeholders

• Stronger compliance and audit readiness

• Ongoing optimisation of retrieval, prompts, and agent behaviour

It turns AI from a mysterious component into an accountable system your team can confidently operate and evolve.

A Step Toward Enterprise-Ready AI

Full trace logging is a significant milestone in our mission to make AI customer service explainable, trustworthy, and truly enterprise-ready.

Because the future of AI in customer service isn’t just intelligent — it’s transparent by design.