Question 204
Scenario: Customer Support Resolution Agent
An Agent SDK support agent handles returns, billing disputes and account issues through MCP tools like get_customer, lookup_order, process_refund and escalate_to_human. It aims to resolve most cases on first contact — and to know exactly when to hand off to a human.
Read the full scenario lessonA team has configured an MCP server with 18 tools accessible to their support agent. The agent frequently selects incorrect tools, particularly confusing get_order_status with get_order_details and check_shipping with track_package. What is the most effective solution?