Tool use

What is tool use?

Tool use is an AI model calling other software, such as a CRM or calendar, to fetch data or take an action, also called function calling. The model decides that a tool is needed and returns a structured request; the application runs the tool and sends back the result. Anthropic and OpenAI both document this round trip for their models.

Why it matters to a revenue leader

Tool use is the line between an AI that talks and an AI that acts. Read-only tools, such as looking up a deal, carry little risk. Write tools, such as updating a stage, creating a task or sending an email, change your records or reach customers, so they need the same access controls you would give a new employee. Ask every vendor which tools their AI can call, with whose permissions, and whether each call is logged.

A sales manager asks an AI assistant which of her team's deals close this month but have no meeting booked. The assistant calls a CRM search tool, then a calendar tool, and returns a short list. When she asks it to create follow-up tasks, it calls a third tool that writes to the CRM, which her company's setup allows only after she confirms.