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[HoldenCarver (Nick)]

@davidwalton

A/B testing. Am I A or B…

It’s not an A/B test, it’s a phased rollout now. I’ll try and find the proof and will edit it in…

ETA:

Complaint stolen card

This is not an A/B test, we’re just rolling it out slowly because this is a large change. We are moving from chat to self-serve for the majority of cases (some will always require you to talk to a human because the case is too complex for a form), not testing the two at once. At the scale Monzo is now, if we turned anything on to 100% of users at once and it caused errors, we would risk causing large scale impact and support overload. As a result, we tend to start with a small launch and incre…