Build a Customer Support Agent with MCP

Support is a strong MCP use case because the agent needs both context and actions: knowledge articles, customer records, orders, tickets, and sometimes refunds.

Separate read and action tools

Customer lookup and order status can often be read-only. Refunds, cancellations, and outbound messages deserve stronger policy or approval.

Protect PII

Return only the customer fields needed for the task. Mask unnecessary payment or identity data before it reaches the model.

Escalate uncertainty

An agent should have an explicit escalation tool or handoff path when policy is unclear, the customer is angry, or the requested action exceeds limits.