Tallyline cut repeat support tickets by a third with an agent that remembers the last fix

Context

Tallyline handles 40,000 support conversations a month across chat and email. Most repeat tickets were customers coming back because the bot had forgotten what was already tried.

Approach

Each resolved ticket writes a short memory with what was tried and what worked. Recall pulls the last three problems for that account before the first reply.

Results

Repeat tickets fell by a third, and escalations to humans dropped 21%.