With over 5 years in customer support and retention, I've lost count of how many times I've seen the same pattern: a customer explains an issue, gets it "resolved," and then has to explain the same problem again weeks later, as if the first conversation never happened. Support systems forget. Customers don't.
That frustration, seen over years on the support side, is what led me to this hackathon project.
Most support systems and most AI chatbots treat every interaction as isolated. They don't remember. So patterns that should be obvious (repeated complaints, dropping usage, unresolved issues) never get connected until a customer just leaves.
That became the seed for my project: the Retention Risk Agent.
The Problem With "Forgetful" AI
