I came to Asana’s AI Support Agent with a simple question: how do I submit a UX suggestion? The correct answer was one sentence: “Post in our Product Feedback forum at forum.asana.com.” Instead, the AI sent me on a 30-minute wild goose chase. Here’s what went wrong:
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Wrong answer from the start. It told me to create a “Customer Feedback project” in Asana — a completely made-up process that doesn’t exist for submitting feedback to Asana.
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Never mentioned the forum. The actual answer — your own Product Feedback forum — was never mentioned once in the entire conversation.
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Ignored screenshots repeatedly. I sent multiple screenshots. The AI repeatedly described UI elements that weren’t there, then when corrected, gave the same wrong description again. And again. Transcript of the worst AI support chat ever
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Looped endlessly. It repeated identical responses word-for-word even after I explicitly said “I already told you no.” At one point it asked me the same question three times in a row.
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Gave developer-level instructions to a regular user. When I asked how to tell if I’m in an organization vs. workspace, it told me to check the
is_organizationflag via the API. -
Never escalated or offered a human. At no point did it acknowledge it was stuck or offer to connect me to a person.
I’m attaching the full transcript. This AI is causing user frustration and brand damage. It needs significant improvement.