Logged into Nationwide (UK), a type of bank.
Need to update identity document.
Looks like only option is to talk to support - “Chat with us”. I expect failure, but try anyway.
This brings up an LLM, which asks me if I have an existing account, congratulates me for having one and then offers to start the application process.
I ask to talk to a human.
LLM then asks again what I want.
I ask to talk to a human.
LLM explains he could have helped me, but he’ll get a human, and “his team (his being the LLM!) will be with me as soon as possible”.
While I’m waiting, I open a link on the page in another tab, to look around some more.
11 minutes later, human arrives, but no reply yet.
1 minute after that, auto-logout dialog pops up, and I click “stay logged in”.
I check the other tab - I’ve been logged out in that tab, which is odd.
The agent then emits some text (boilerplate stuff) and I type to the agent, the chat window then blanks out, and shows message “Go back to the previous page or log in to continue your conversation.”
I’ve been logged out.
Just wondering how much Nationwide spend on customer support, and how much it cost them to deliver this experience to me?
I go again through the (and it’s onerous - I just didn’t talk about it) login process.
I go to the customer support window and as the instructions say, “go back to the previous page” - in that window I go back one page.
This logs me out.
I’m not going to experiment more, because it takes so long, requires constant attention (you get a 30 second log out warning, so you have to keep watching, it’s awful design), and I expect failure.
Home 3D Друк Blog Bring-Up Times Cross-Region Benchmarks Email Forums Mailing Lists Redshift Price Tracker Redshift Version Tracker Replacement System Tables Reserved Instances Marketplace Slack System Table Tracker The Known Universe White Papers