Impossible FNB bot!

M

Mimen

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In short.
Call the call centre
Bot: How my I assist?
I want to bla bla bla
Bot Does you query relate to one of the following options?
NO!
Bot Thank you please go to secure chat on the APP.
Bot Ends call.

So, I open the app and go to secure chat

Me Hi
Bot How my I help.
Typing furiously with my query
Bot Does your query relate to one of the following options
NO
How else may I assist?
I type the query again
Bot End chat

I close the app and try again
Me Hi
Nothing
Me Hi
Bot Still nothing on the screen
Me I still need help
Bot Nothing again

I try again
Nothing

Me I fkn give up
 
Speak to a human or gtfo. These automated systems are nowhere near good enough yet to be managing a banks phone systems. Can't really understand how they think these things are worth implementing.
 
eg2505 said:
yip, went through same thing a week ago, until I COULD GET a HUMAN Being,
Click to expand...
Not sure most of them are humans, or at least they're utterly useless. Wait 20/30 minutes for a reply, require a reply within a minute or two or else chat ends. And 90% of the time they have no clue what the question is/can help, most of the "best" answers that might have been useful were contact numbers for other departments that then direct you straight back to using the chat and you keep cycling between people until you get someone useful.
 
yip, your absolutely right @jonathan56
I tried to report the FNB on the go system not giving out codes, and I have a FNB sim card so calling the Ebucks helpline is free.

round and round you go, eventually spoke to the wimpy waitress, told me this is what they do,
sent them a photo, got given the wrong email address (they cant actually send emails, strangely enough).
very frustrating dealing with FNB automated systems, maddening even.
 
saor said:
Speak to a human or gtfo. These automated systems are nowhere near good enough yet to be managing a banks phone systems. Can't really understand how they think these things are worth implementing.
Click to expand...

I think the problem is that Management sit in boardrooms dreaming up these pie in the sky ideas but have no idea about the complexity of implementing them or the time it takes to implement them well.

So you end up with some shitty automated system that sits on top of legacy processes, and legacy systems that was rushed and put in place by software developers chasing some crazy deadline with the expectation of "just getting it done".

To do this kind of thing well, you really need to revolve your business around this kind of system and always, ALWAYS have some kind of an exit with a real person sitting on the other side.
 
Napalm2880 said:
So you end up with some shitty automated system that sits on top of legacy processes, and legacy systems that was rushed and put in place by software developers chasing some crazy deadline with the expectation of "just getting it done".
Click to expand...
Ja. Give it a year or two and these systems will probably be intelligent enough to understand the legacy aspects and act as an adequate intermediary between systems and customers. Which might push banks into the trap of never sufficiently updating those old systems because they're now reliant on these digital negotiators to traverse that arcane landscape for them. And so the only way to be a modern bank with new & novel topology will be to build it from scratch.

Be interesting to see where FNB etc. are in 10 years compared to some of the newer banks emerging. Seems like a tremendous task to properly overhaul their systems and do away with all the legacy aspects.
 
Bots are the future stop resisting.
 
I realise they are the future and the future has arrived quite a while ago. I just ended up and went to the branch near me.
I'd rather stand in line for 20 minutes and speak to someone. That costs them even more per hour than a bot

I just think they must first get their Assistive Intelligence up to a level where it works for most of their clients, and then just choose their easy bail out option.
I had the same thing with the Microsoft call centre. I just eventually kept on repeating
"I can't speak English very well". Took about 3 tries before I got hold of a human.

Even the human could not help with my query.

These big companies just leaves me castrated!
 
Strange, whenever I call FNB I always get through to a human. Have never spoken to a bot.
 
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