A customer support agent might have tools for

tools.py

async def search_knowledge_base(query: str, product_category: str = None) -> List[Dict]:
    """Search knowledge base for relevant articles."""
    # Implementation details...
    return relevant_articles

async def update_ticket_status(ticket_id: str, new_status: str, notes: str = None) -> Dict:
    """Update the status of a support ticket."""
    # Implementation details...
    return update_result