Contradictory answers

Meridian Mobile internal policy · section 6.1 · fictional, written by the team

Where a customer reports that a previous agent told them something different, the agent must check the case history before responding, and must not restate the current position as though the earlier one was never given.

If the earlier answer was wrong, say so plainly and honour the position most favourable to the customer where both were within policy. Contradictory answers across contacts are treated as a handling failure attributable to Meridian Mobile, not to the customer's misunderstanding.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 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.