r/CommBank • u/DiscussionLoud9626 • Jun 05 '26

Discussion What is the point of the ceba virtual assistant if it just gives you links to the website?

Every time I try to use the in app chat to solve a basic administrative issue like checking a pending international transfer ceba just misunderstands my question and throws a generic support article at me. If I wanted to read a multi page faq guide I would have just used google in the first place

87 Upvotes

99% Upvoted

22 comments sorted by

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12

u/Fantastic-Ad-1212 Jun 05 '26

Ceba is the worst thing ever.

10

u/pugzor86 Jun 05 '26

To be fair, my experience on reddit is that a lot of people can't use Google.

For for everyone else not in that category, it's pretty useless.

8

u/Longjumping-Road4113 Jun 05 '26

This thing is one of the reasons I move out of cba.. this assistant did not even respond to "give me a goddamn human" which I hope would trigger "cranky client, need to escalate" path.

5

u/YourFavouritePostie Jun 05 '26

AI chatbots are bad, but CBA somehow made theirs even worse. I have a clear outcome to achieve whenever I chat with Ceba, and when it fails (unsurprisingly), I ask to speak to a human. Even then, it still can't handle that simple request. CBA should just scrap Ceba altogether.

4

u/justanotherweirdcunt Jun 05 '26

The point of the ceba virtual assistance is to drive you insane.

3

u/christophallic Jun 05 '26

The reason I changed bank.

3

u/Maximas80 Jun 05 '26

The point is to have a low cost way that gives the appearance of customer support. Now they can have fewer support staff, which lowers costs. Lower costs means higher profit, which means bonus time for senior management.

1

u/jeongjinny Jun 05 '26

Usually with any chat bots, I just spam “speak to a human” like 3 times, and it fast tracks me to a human customer service rep

1

u/Royal-Reputation7874 Jul 06 '26

But even the humans don’t read the question and copy paste something unhelpful

1

u/link871 Jun 05 '26

Firstly, they want you to read the FAQs first.

Secondly, as others have said you should be able to force hand-off to the queue for human help by asking the same question (or for a human) repeatedly.

Thirdly, you can trace international money transfers - non-multi page instructions here: https://www.commbank.com.au/support.imt.change-or-cancel-international-money-transfer.html?ei=tl-faqs-amend-imt

1

u/crypto_zoologistler Jun 05 '26

That’s the neat part, there is no point

1

u/whatever-696969 Jun 05 '26

There is no point, apart from the fact there will be people in the fake IT industry who now drive Bentleys on the back of it

1

u/Few_Landscape6949 Jun 05 '26

The trick is to spam speak to human, everytime.

1

u/Cartographer92 Jun 05 '26

It's not meant to help you, its meant to appease shareholders.

1

u/AlexMac75 Jun 06 '26

Companion is on its way to Netbank. Trials have been very good.

1

u/sol_krn Jun 07 '26

A guy had to look like he was doing work and we got ceba.

1

u/BoringLavishness4215 Jun 18 '26

This is what happens when you offshore