I hated the new Monzo chat; your locked into one continuous stream where after the first interaction you can’t seem to easily mark anything as urgent. I find this conversation format perfectly fine for chatting to friends, but this is a bank who hopefully your only need to contact every once in a while.
I found it made finding anything difficult as you couldn’t segregate different chat sessions easily.
I also found that the chat made me feel fairly powerless over the conversation/situation and didn’t inspire confidence as I only had a rough guide of when someone would help me, which was quoted in hours.
Seeing that they’ve decided to add another layer of friction in the form of a bot is only in my view a negative thing; unlike most people I try to fix the issue myself first and do read FAQ’s.