Lloyds Banking Group expects to generate more than £100 million in value from generative and agentic AI this year, building on around £50 million delivered in 2025 as the lender accelerates deployment across its operations.

The bank deployed over 50 GenAI solutions last year, transforming customer interactions through faster in-app searches and more accurate responses across customer operations. The initiatives have enabled colleagues to provide enhanced support in branches and telephone services for the group’s 28 million customers.

Lloyds will scale agentic AI across the organisation in 2026, launching additional use cases alongside significant strategic investments to deliver faster, more seamless customer experiences. A major milestone this year will be the full customer rollout of the group’s AI-powered financial assistant, which will provide quicker answers, tailored guidance and intuitive support within the mobile app.

The bank’s Athena knowledge management tool, used by 20,000 colleagues, has reduced search times by 66 per cent on average when finding information to answer customer queries. Around 5,000 engineers are using GitHub Copilot, driving a 50 per cent improvement in converting code for established systems and accelerating upgrades to customer-facing technology.

An AI HR assistant now resolves around 90 per cent of HR queries correctly on first contact, giving colleagues rapid support whilst reducing administrative workload across HR teams. The group will launch a new AI Academy this year to strengthen colleagues’ AI literacy across the organisation.

Ron van Kemenade, group chief operating officer, said: “AI is already delivering real value for our business, our colleagues and our customers. By continuing to extend our leadership in AI and scaling the most impactful technologies across the Group, we can unlock new opportunities to better support our customers, strengthen our operations and realise further financial benefits in the years ahead.”

The bank rose 12 places in the Evident AI Global Index last year, the strongest improvement of any UK bank. Lloyds was also recognised as ‘Outstanding’ in Euromoney’s Global Digital Banking Report for its technology approach.

The group has invested more than £4 billion in its digital transformation, with over 23 million of its customers now digitally active. The financial assistant will eventually expand beyond everyday banking to help customers navigate savings, borrowing, investments and protection.

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