Hi Thijs, Happy Christmas and thanks for the quick response, I wasn't expecting it today. I should probably give a bit more context now that I've been able to workaround my issue (I was never expecting a solution today) and to at least give feedback that is more useful.
Overall I'm not opposed to some level of AI assistance either frontend to deliver potential answers from Together, "this solution has worked before for similar issues, does this work for you ?" with a very clear yes / no flow to move on, collecting additional information for the ticket to be treated faster, to redirect simple queries prior to the contact flow or at the backend to triage and prioritise, Customer Service strategy is my domain after all.
While the bunq chat bot wasn't ideal, it did at least give you an exit strategy to get your ticket seen by human eyes. Whereas the approach of Finn appears to be best guess copy-paste and if that doesn't work as you mentioned replying to it will move the ticket on. From this side of the screen though, I guessed it might need to be coaxed / confused in to or told to do that, because that's how most AI implementations work.
Keeping in mind this is how Finn started the conversation, while I'm already irate that an action I need to be performed is being blocked by a vague error message.
It asks for a rating on the response - well ok how do we do this Finn without closing the ticket ?
I'm also left in limbo because there is no "next step" and no indication if Finn was being helpful while I wait or considers this contact as answered.
I'm glad to hear that you agree though, as my other concern about this is that bunq was heading down the AI road to the bottom where companies are replacing their support staff with a fleet of unhelpful AIs.
The main reason I'm with bunq over a traditional bank is that I can do my own thing, but if something goes wrong there is always somebody to help. With a traditional bank, sure I have my conseillier's direct phone number and can bother them whenever, but they also gatekeep my ability to do anything with my bank account and will never stop trying to sell me expensive insurance products.
If that "somebody there to help" part is replaced with a robot spewing generative text, then in all honesty, I'll go back to dealing with the person sat at a desk in a building half a km from my front door, even if it means I need to beg them to do anything on my account.
