Retention and churn intent

Meridian Mobile internal policy · section 7.2 · fictional, written by the team

Where a customer says they intend to leave, port their number, or not renew, the agent must not route them to retention until the original matter is resolved or assigned an owner.

Offering a discount in place of resolving the complaint is prohibited. It converts a handling failure into a pricing conversation, the underlying matter stays open, and the customer contacts us again — usually to the Ombudsman.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 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.