Table of Contents

• The short answer

• Watch: 4 compliance tests before you buy

• What an audit trail must show

• Retention and deletion

• The compliance checklist

• Frequently Asked Questions

The short answer

An AI agent is fit for regulated customer support when you can prove what it said and did. That means a full audit trail of every answer and action, a retention period you set, automatic masking of sensitive data, and certifications your auditors accept. Fini AI logs each step of every conversation in the AI Steps trace, lets you set your own retention period and export audit logs, masks card and health data automatically, and is SOC 2 Type II, ISO 27001:2022, PCI DSS Level 1, HIPAA-compliant and BAA-eligible, GDPR and CCPA.

Running support in a regulated industry? Book a demo.

Watch: 4 compliance tests before you buy

In under two minutes: SOC 2 Type I vs Type II, PCI DSS and card data, HIPAA vs a signed BAA, and what a real audit trail shows.

What an audit trail must show

For each AI conversation, a reviewer should be able to see:

1. What the customer asked, with the masked transcript.

2. What the agent knew: which articles, past tickets or attributes it used.

3. What it decided: the Intent Rule path it followed and why.

4. What it did: each action, its inputs and the system's response.

5. What it said back, and whether a person took over.

In Fini AI this is the AI Steps trace on every conversation, and customers can export audit logs for their compliance tools. For a deeper look, see governance, approval controls and audit logs and audit trails and the GDPR right to explanation.

Retention and deletion

Regulators and auditors ask two questions: how long do you keep records, and can you delete them on request? With Fini AI you set your own retention period to match your policy, deletion removes all data, and the Terms of Service provide for deletion within 30 days of termination. Fini AI doesn't train foundation models on your customer data.

How Fini AI does this: one AI Steps trace per conversation, exportable audit logs, your own retention period and automatic masking. See Fini AI for compliance teams.

The compliance checklist

Buying for an enterprise? See audit-ready enterprise AI support platforms. Fini AI comes with a 90-Day Money-Back Guarantee (terms).

See how Fini AI handles regulated support. Book a demo.

Frequently Asked Questions

What does an AI agent audit trail need to include for compliance?

The question, the sources the agent used, the rule path it followed, every action with inputs and results, and the final reply. Fini AI shows this in the AI Steps trace.

How long does Fini AI keep conversation records?

You set your own retention period to match your policy. Data is deleted within 30 days of contract termination.

Is Fini AI HIPAA-compliant?

Yes. Fini AI is HIPAA-compliant and BAA-eligible, and masks health details automatically.

Can we keep data in the EU?

Yes. Fini AI stores and processes data in the region you designate, US or EU.

Does Fini AI train on our customer data?

No. Customer data isn't used to train foundation models.