Question

Your team is building an internal assistant to handle IT support requests. Some requests are simple and always follow the same steps (e.g., 'reset my password' → verify identity → trigger reset → confirm). Others are open-ended troubleshooting problems where the resolution path is unknown up front and may require querying logs, checking system status, and deciding which tool to call next based on what earlier calls return. Which design best fits these two categories of requests?

Accepted Answer

Use a fixed workflow with predefined steps for the simple password-reset requests, and an agent with tool access and a feedback loop for the open-ended troubleshooting requests.

Answer

Use an agent for both categories so that a single implementation handles every request type consistently.

Answer

Use a fixed workflow for both categories, hard-coding every possible troubleshooting branch in advance.

Answer

Use an agent for the password resets to add flexibility, and a fixed workflow for the troubleshooting so the steps stay bounded.