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.
A customer raises three separate issues during one session: a refund inquiry (turns 1–15), a subscription question (turns 16–30), and a payment method update (turns 31–45). At turn 48, the customer asks “What happened with my refund?” The conversation is approaching context limits.
What strategy best maintains the agent’s ability to address all issues throughout the session?
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