Question 46
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 lessonThe agent verifies customer identity through a multi-step process before resetting passwords. During testing, you notice that after the customer answers the third verification question, the agent asks them to provide their name again, as if the earlier exchange never happened. What’s the most likely cause of this behavior?