Worst system upgrade I've seen in nearly a quarter century working here.
P2k runs circles around SN, even in the horrible webpage mode.
The Change side of SN is slow, but the HR/Survey side is much, much worse. If this is what passes for enterprise class software, this enterprise is about to crash.
@1kiy+1e6vStxX
You shouldn't have to do that. If the AI is that bad, rip it out and fix it. Even companies like Xfinity and their Chatbots can be annoying but the SN bot is next level bad.
All you have to do is type “agent” in the chat to get routed to a human…
"Current skills" in action. It takes an impressive amount of denial to continue to have such an elitist attitude when dealing with other business groups when literally everything your group touches is a complete cluster, and hideously expensive to boot. Literally every single 'upgrade' is a downgrade in one way or another. Lost capabilities. Locked out features. Infinity requests to do anything useful. Crazy long wait times for support. Centralized to the point of no one caring about anything. Systems so secure that not even authorized users can use them. Horrendously bad and counterintuitive user interfaces. And on and on it goes, sucking, costing a fortune, and having a snarky better than thou elitist attitude.
The Ave wait time on TC has quadrupled because of snow. Thats right, TMs almost every single day are spending over an hour waiting to get to a tech, with most waiting 90 minutes or more. So much so that they are going train contractors, not hire ftes because it's so bad. They also are going to bring in techs from other lobs to take calls that have never taken calls before, that's how bad it is. Management, once again, had no idea what this system was going to when it went live. What a total cluster u-k! The training we had, or lack thereof, was by management who had never used the system and was never going to use it. Half the time during the live training they joked on how it was supposed to do this or that, but didnt.. It was embarrassing, but pretty much sums up where ethe bank stands in regards to tech. I worked in pac for years, was it great, nope, but at least almost everything you needed was on one page. The amount of clicking you have to do is ridiculous in snow. I mean come on, IMS, INC, WO, WOT, what a mess. And don't get me going in regard to WAVE. SVB has his head up is ar-e.
@egb+1e6vStxX MyIT chat on SN is an AI bot. Only after it drives you juts enough does a person get involved.
@egb+1e6vStxX
It's not, yet. But it will be an AI doing the chatting, much like the ones Dell/Xfinity/Microsoft/others use.
Post ID: @bjs+1e6vStxX
Offshore would say data validation was not in the requirements. 😂
Post ID: @bse+1e6vStxX
Chat takes someone to um, chat, so how is that automated again?
The data this thing the dealing out can't be trusted. Stuff is missing or wrong all together. Was there any validation? (Probably Not). Someone, probably off shore, said "all is right."
@zbl+1e6vStxX
User friendliness is a UI/Designer issue, not an out of the box issue. If nothing is done to tailor it to the people using it, it's not going to be user friendly. This in turn causes questions and issues, which cause a need for liasons or people to answer those questions.
But ultimately it is still learning. Automation takes time and it takes a lot of repetitive action to learn. This is why they are trying so hard to standardize choices for the boxes we use in SN. Chat will be the first to automate, then it will expand.
I have never seen automation lesson the # of jobs at Wells Fargo. It’s difficult to believe, but true. It might reduce the jobs it was intended to eliminate, but it unintentionally creates jobs elsewhere: such as manual monitoring and oversight, manual corrections, people to explain to users how to use the system since we can’t seem to pick user-friendly systems, people to answer questions, people to organize and prioritize upgrades, and on and on and on.
Any kind of this out of the box software that companies seem to love these days is useless unless customized for your organization.
The problem is, American companies do not want to spend the money to do that despite record profits. They think of tech as an expense instead of the investment it really is.
@ecn+1e6vStxX
I've worked for three different companies using it. Using customizations just means you have to take those into account when upgrading and make sure that all needs are met. It is taking care and precautions and considerations into the upgrade process. Contrary to what WF thinks, that can be done with Agile as well. It's not impossible, but it does require a bit more forethought. Apparently we don't want to go that route.
Post ID: @imp+1e6vStxX
I've worked with SN in previous lives and if you do a lot of customizations, it makes it extremely difficult, if not impossible, to upgrade. I thought it was good that they stayed away from that but there is a downside as you rightly point out.
It's not the software. Many other banks use it. Instead, its the blanket 'no customizations' rule they implemented when rolling it out that is causing the issues. I know several other employees at other businesses who use SN but they took the time to go through each department and build custom forms for each one. Also, the fact that we opted out of paying for the workflow portion - the most important part - is making an impact as well.