PRODUCTION SCENARIO
An IT help desk assistant answers questions well from a knowledge base. Users now want the assistant to open a ticket in the service-management system and to check the status of an existing ticket.
Which capability does the assistant need?
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Show answer and explanation
Answer: An agent that calls the ticketing system's API as a tool
Answering from documents is retrieval. Creating and checking a ticket is an action, and that requires an agent that can reason about the request, use tools such as an API, and maintain context. More documents, a guardrail, or a different temperature cannot change the state of another system.