Lloyds has expanded its agentic AI platform for debit card fraud investigations after a trial in which it supported fraud specialists in more than 10,600 live customer cases over a 90-day period.

The bank said the platform now achieves more than 90 per cent overall decision accuracy following a programme of testing and refinement.

Lloyds compared the platform's recommendations with completed fraud cases and used feedback from fraud specialists to improve how it identifies relevant information, assesses fraud indicators and recommends next steps.

During the trial, the bank it introduced 50 improvements through seven updates. Lloyds said the changes reduced false positives and missed fraud cases while improving the consistency of recommendations.

Lloyds stressed that the platform supports, rather than replaces, fraud specialists. It brings together information from multiple systems, assesses fraud indicators and recommends actions, while people remain responsible for making the final decision.

Lloyds said the technology has reduced the number of systems fraud specialists need to use during a customer call by around half. Previously, employees often had to access information across 12 to 15 systems. The bank aims to reduce this to two or three systems by the end of the year as it develops a single AI-enabled workspace.

The platform uses a collection of specialist AI agents, each responsible for a different part of the fraud investigation process. A central orchestration system coordinates their work and guides specialists through up to nine stages of an investigation.

Lloyds also reported a 30 per cent reduction in colleague overrides of the platform's recommendations, indicating that specialists are accepting more of the suggested decisions than at the beginning of the pilot.

The bank said components developed for the platform are already supporting other fraud processes and could also be used in areas such as quality assurance. Lloyds expects its wider AI programmes to generate more than £100 million in additional value during 2026.

Rohit Dhawan, group head of AI and advanced analytics at Lloyds, said: “Fraud investigations involve multiple checks and decisions. This technology uses specialist AI agents to handle different parts of that process, while a central system coordinates their work and gives our fraud specialists the information they need in one place.

“The improvement in accuracy shows the value of testing the technology in real customer cases, listening to the people using it and updating it regularly. We will continue to track how accurately it identifies fraud as we develop the platform further.”

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