Context infrastructure for customer service agents.

Resolve KB conflicts and policy updates across all your support channels.

Book Demo

How Customer Service Agents Use Meridian

When agents hit conflicting refund policies, outdated KB articles, or unclear regional requirements, we resolve with full causality and provenance.

Resolve Knowledge Base Conflicts

Your support agent finds refund policy showing 30 days in the knowledge base, but recent email update says 14 days. We determine which is current by tracking policy change communications.

Example

"Agent query: 'What's our refund policy?' KB shows 30 days, email update shows 14 days"

Result: We return: '14 days — updated by Customer Success VP via email on 2/12 after policy review. KB article needs update.'

Detect Outdated Response Templates

Prevent agents from using stale templates that reference old product names, deprecated features, or outdated processes. We track when templates become obsolete.

Example

"Agent about to use template referencing old product name changed 2 months ago"

Result: We flag: 'Product renamed from "Service X" to "Platform Y" on 12/15. Template references old name. Use updated version.'

Track Policy Changes Across Regions

When support policies differ between EMEA, APAC, and Americas, we resolve which policy applies to each customer based on jurisdiction and contract terms.

Example

"Agent query: 'What's the data deletion timeline for EU customers?' US policy says 30 days, EU says 15"

Result: We return: '15 days per GDPR requirements for EU customers. Must comply with most restrictive standard.'

Provide Audit Trail for Customer Promises

When customers reference past promises from support interactions, we provide the complete history with agent name, timestamp, and conversation context.

Example

"Customer claims: 'Your support agent promised free migration assistance'"

Result: We return: 'Confirmed — Agent Sarah M. on 1/20 via Ticket #4521. Promise logged in CRM with manager approval.'

The Customer Service Agent Problem

Standard RAG

  • ✕Returns conflicting refund policies from KB and emails
  • ✕Can't determine which regional policy applies
  • ✕No way to verify customer promises from past tickets
  • ✕Agent uses stale templates with outdated info

With Meridian

  • ✓Deterministic policy resolution with full provenance
  • ✓Track WHO changed policies WHEN and WHY
  • ✓Complete audit trail for customer interactions
  • ✓Agents use current templates and accurate policies