How to call a Function in prompt

Hi Team, please can you help to share the best way to have the AI call a function when X happens. Currently the issue I am having is that it speaks the calling of the function back to me instead of actually calling it.

Here is the section of my prompt that I am calling it

'Empathize and Search:
Show empathy: "Let’s try to get this resolved right away."
Search for solution: "Please give me a moment to look up the best solution for your problem."
(Use the function ‘fetchTechnicalInfo, and input the 'problem' that the caller has specified.)'
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