Case ownership

Meridian Mobile internal policy · section 2.2 · fictional, written by the team

Every case that cannot be closed on the first contact must have a named owner before the call ends, and the customer must be told that name.

Placing a case in a team queue does not satisfy this. A queue has no accountable individual, so nobody is answerable for the deadline, and in practice the case is picked up by whoever is next free — which is why these cases are the ones that come back.

If the agent cannot assign an owner themselves, they must transfer to a team leader before ending the call rather than promising a follow-up they cannot guarantee.

The rest of the policy

2.1 Callback commitment 7.2 Retention and churn intent 6.1 Contradictory answers 5.2 Escalation on request 3.1 Fault tickets 7.1 Ombudsman referral 8.1 Plan changes 4.1 Refund window 5.1 Repeat contact 3.2 Total loss of service 4.2 Unauthorised add-ons

Twelve documents, retrieved with BM25 in plain Python — no vector store. Over a corpus this size, written in the same register as the questions, lexical matching finds the right rule with no index to build and no service to call mid-conversation. Past a few hundred documents that argument flips; it is one function behind one interface.