When Your Agent Calls the Wrong Tool: Making Function-Calling Reliable Enough to Ship (opens in new tab)

The first time we put an agent in front of real tools, it did something instructive. Asked to "refund the customer's last order," it called cancel_subscription instead of issue_refund. Both tools existed. Both were plausibly related to an unhappy customer. The model picked the wrong one and executed it with complete confidence. This is the part of agent engineering that the demos skip. Letting a model generate text is easy. Letting it take actions in your systems - call functions, hit APIs, c...