ISTR Monzo staff speaking in the past of wanting to use machine learning to help triage support calls. I’m just guessing, but maybe part of this A/B testing is not just removing the ‘Urgent’ button, but sending the support tickets from the button-less submisisons to a different bucket (as it where) where they are using some form of AI to see if that will successful float the urgent queries to the top?
But I’m only guessing. Hopefully someone from Monzo will come along later to explain what is happening, as has occured in other threads like this.
Certainly I hope there’s something more going on here than just the ‘urgent’ button being removed.