You just summarised my main concern a hell of a lot better than I could. I’m not exactly happy with chat accessibility being reduced but I can understand the decisions behind it. But the lack of transparency here with something so vital is not the monzo way.
2 Likes
This is where I settled to too.
There are so many scenarios that we know can’t be solved in articles and need a human, currently.
The help menu could be a really good self service portal for these things - a few taps to get to a context aware menu: “so you want to increase your payment limit for X time, please submit A,B,C and press confirm”. I’m sure it’s not that simple necessarily, but empowering the user to do some of these types of actions would help.
The current help section is a set of articles that if you can’t find help with, you start again with the Chat Bot, and then again with a person.
If that first step is made more interactive, and context aware, rather than just a pile of articles, I think that would be a huge win
6 Likes
And isn’t this what Monzo used to be good at? Finding solutions to problems. Chat bots are the digital equivalent of telephone menus, …or at least they appear to be at the moment. I suspect as AI develops this will improve or maybe it’s just the implementations I’ve seen that need to improve? But I’m largely in agreement with @Peter_G’s thoughts, above.
1 Like
Strange, I keep seeing certain people say that the Coral Crew are Monzo cheerleaders. Yet here you are eloquently voicing a concern you have. Quite freely. It’s almost as if those people are full of rubbish.
6 Likes
I would guess the potential customers who are picked are going to be above average in terms of Monzo love. They are also going to be quite passionate and willing to get their free time to a bank. I would say most are 8,9,10 but a few are 5,6.
1 
2 
3 
4 
5 
6 
7 
8 
9 
10 
I’m between 1-6 so not expecting an invite anytime soon.
2 Likes
4 posts were merged into an existing topic: Removed Posts April 2020
Well, this topic has taken a turn. Time for a lock, and I’ll sort it all out properly later.
14 Likes
So, fun story time 
Back in the wonderful days of Watchdog, we had a co-ordinated reputational attack on this forum. It was comprised of two sets of people. Banned account holders with an axe to grind, and banned forum users joining the pile-on… with an axe to grind.
This not being my first rodeo, I decided to put together a thorough, lengthy document. I named it the “Bad Actor Framework” and it remains confidential to all outside of Monzo. The purpose of this document was to use any and all knowledge we have about a forum account and mark it off against a framework to help us conclusively decide whether someone is or is not a “Bad Actor”. It can generate a score which will tell us whether any questionable contributions are constructive and honorable, or whether you seek to chip away and make our community a less pleasant place for everyone.
I am quite proud of it.
All of this is to say that I just banned a bunch of folks who damn near ticked every box on the framework 
Additionally, I don’t think there’s any more constructive ground to be covered in this topic for now, but if the team wish to speak more on this, they can always reach out for an unlock or start a new thread. For now, this topic will remain closed.
33 Likes