You are building a customer support resolution agent using the Claude Agent SDK. The agent handles high- ambiguity requests like returns, billing disputes, and account issues. It has access to your backend systems through custom Model Context Protocol (MCP) tools ( get_customer , lookup_order , process_refund , escalate_to_human ). Your target is 80%+ first-contact resolution while knowing when to escalate. Your agent is handling a billing dispute. After calling get_customer and lookup_order , it identifies that the dispute involves a promotional pricing error requiring manager approval-beyond the agent's authorization level. How should the workflow handle this mid-process escalation?
Select one answer.
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