Why MCP alone isn’t enough for reliable agent tool use | Decagon

What this post added

This post details how Decagon enhances the AI Support Agent Platform's reliability by addressing the limitations of using Model Context Protocol (MCP) alone. It introduces architectural improvements for tool curation and evaluation, including schema refinement to create narrower, intent-scoped tool definitions, layering guardrails on MCP definitions, and implementing routing logic via Agent Operating Procedures (AOPs) to constrain the tool surface area presented to the agent. Furthermore, it emphasizes the importance of ongoing evaluation at the tool level to catch regressions, ensuring systematic improvement and reliability in production.