Where the workflow shifted
OpenAI function calling can turn support work into explicit tools, but each tool needs inputs, permissions, confirmation, and fallback behavior.
Define order lookup, address change, refund request, coupon creation, and human handoff as separate tools instead of one broad action button.
Tool names are not outcomes
The signal matters when it changes how a team ships, reviews, or recovers work, not when it only names another tool.
Check permissions and failure
- Write input fields, allowed roles, confirmation points, and failure messages for each support tool
- Keep the test narrow: one low-risk task or tool entry before connecting permissions, logs, failure handling, and human takeover to production
What still needs proof
Unclear tool boundaries let agents act on the wrong order, identity, or policy. Keep the original source open so the announcement, the evidence, and this site's interpretation stay separate.