Anthropic CCAR-F Question Answer
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 process_refund tool returns two types of errors: technical errors (“503 Service Unavailable”, “Connection timeout”) that are transient (~5% of calls), and business errors (“Order exceeds 30-day return window”, “Item already refunded”) that are permanent (~12% of calls). Monitoring shows the agent wastes 3–4 turns retrying business errors that can never succeed. Currently, both error types return only a plain text message to Claude.
What’s the most effective way to reduce wasted retries while improving customer-facing response quality?
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