• Bugs

  • [BUG] Support Chat Bots keep generating new activities that require actions

Hi there Björn 👋

This is a public community, and your question is specific to your account, please refrain from sharing any personal information at all costs for your own safety and privacy.

I'll be hiding this discussion now, please reach out to our in-app support or support@bunq.com for further assistance 🙏

    I have been reaching out there too, but was asking the community.

    There have been no information shared specific to my account. The problem might be happening to others and could be solved here visible for everyone.

    I'm fully aware that this is damage control about the AI not working out at all for Bunq atm, but this is very bad publicity if you now start to hide conversation about broken features.

      Hey again Björn 👋

      Apologies for not understanding that this was a question directed to the community! I'm unhiding the discussion now once more, thank you for your feedback about this.

      Could you please reach out to us by mailing support@bunq.com with screen recordings of your issue so our teams can take a swift look at this? You can inform me here once you've done so 🙏

        Jo changed the title to [BUG] Support Chat Bots keep generating new activities that require actions.


          So I have been trying to close all of these chats, the bot itself says to say "close chat" but it keeps opening new chats.

          Apparently a real colleague is also now involved, but I seriously feel that this is just the AI saying it, but not doing that.

            Hi again Björn 👋

            Thanks for the information provided. Please allow me to direct this feedback to our relevant department and get back to you 🚀

            Meanwhile, if you have any other questions please don't hesitate to ask!

              Very annoying indeed. I also encounter this issue. Every time you say 'Close chat' a new one is opened. The number at the bell icon keeps increasing. Can't get rid of these conversations.

                @Sam - good to hear i'm not the only one experiecing this issue.

                I have found chats that would "resolve" when opened, but I really don't know how and why.

                The support mail opened an additional chat that is "seperate" and I could close that, but I was hoping for the IT to atleast close my "action needed" items as the issue can be easily reproduced...

                  @Jo - any updates? Can the team reset my notifications atleast? I have to manually check incoming payment requests as the notifications had to be turned off. :(

                    Hey Björn and Sam 👋 Thanks for bringing this to our attention. This is a confirmed bug, and our developers are already on this case, working hard to squash the bug as quickly as possible. Unfortunately we don't have a workaround to reset the notifications, but please rest assured that we're working on the fix.

                    Please report this to our support team via the in-app Support Center or at support@bunq.com if you haven't. This way, we'll make sure to send you an in-app notification once the fix is released 📲

                    While we're working on fixing this, feel free to contact us for any questions or concerns. We'll be happy to help!

                      5 days later

                      Happy Easter.

                      @Maya Your support closed the ticket on their own. I provided a screen recording and everything. I'm really disappointed how the communication about this is being handled. I myself work with customer facing web applications and this is a pretty big issue and I would love to have a more precise update then "rest assured we are working on the fix".

                      I'm paying a subscription and I expect the feature to be functional or atleast to be able to reset my conversation with the AI. The AI also is performing subpar at best, the training was done insufficently and is not providing correct information about its own limitations. It is not aware that it does not have a proper support chat that can be "closed", but it will try to cover up that it is an AI tool?

                      This is at best misleading and at worst a very bad attempt to lie to your customers. I don't condemn the use of AI to filter through support requests and provide access to already documented information the user could also access via manual search on your platforms, but atleast let us control these interactions chats. We have good examples how to handle these kinds of chats - e.g.: chatGPT.

                      Though I would love for your team to host a more open conversation about how and why your model is being trained and what users actually want an AI to handle for them at most, this ticket probably is not the correct place - so let me stop and end on:

                      Keep me post please, I would love to be able to use my app again :D

                        I have the exact same issue. 2 permanent in-app notifications labelled as "Action needed". Spamming "close chat" does not really do anything.

                          Bunq-Team can we get an update? :(

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