Escalation on request

Meridian Mobile internal policy · section 5.2 · fictional, written by the team

A customer who asks for a supervisor, a manager or a complaint to be raised must be given one. This is not subject to the agent's assessment of whether it is warranted.

If no team leader is available, the agent takes the customer's details and a team leader calls back within 4 business hours — a commitment which, like any other, requires a named owner under policy 2.1.

The rest of the policy

2.1 Callback commitment 2.2 Case ownership 7.2 Retention and churn intent 6.1 Contradictory answers 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.