Lloyds Banking Group is introducing the UK’s first large-scale, multi-feature financial assistant powered by artificial intelligence, designed to change how more than 21 million customers manage their money through the bank’s mobile app. The launch marks an important step in Lloyds Banking Group’s ongoing digital transformation.
The AI-powered financial assistant is designed to act like a personal finance partner, available 24 hours a day to give tailored guidance, respond to questions, and link customers with human advisers when needed. With this rollout, Lloyds becomes the first UK bank to use agentic AI on such a wide scale, marking a new step in how technology can help people take better control of their finances. According to the Group’s Consumer Digital Index, 56% of adults, about 28.8 million people have used AI over the past year to help manage their money, with ChatGPT emerging as the most commonly used platform.
But the same report also shows that many people still have doubts. Around 80% worry about getting inaccurate or outdated information, and 69% are concerned that AI tools don’t take their personal circumstances into account. Lloyds says its new system aims to close that gap by offering guidance that adapts to each customer’s situation. It’s built to recognise individual habits, remember useful details, and give secure, compliant responses.
The AI-powered financial assistant will launch with two core features, a conversational tool offering spending insights and another that helps customers plan savings and investments. Following an initial pilot phase, Lloyds intends to expand its capabilities to cover more areas such as mortgages, car finance, and protection products from 2026 onwards.
Unlike traditional chatbots, Lloyds’ solution is built on its Generative AI and Agentic framework, which combines bank-curated data with advanced systems to provide precise and personalised information. Customers will be able to ask questions in their own words and get fast, relevant answers through a secure platform. The system includes safety checks to keep information accurate and can hand things over to human experts whenever extra help is needed.
“This launch is not just about introducing new technology; it is a pivotal step in our strategy as we continue to reimagine the Group for our customers and colleagues.” said Ranil Boteju, Chief Data and Analytics Officer at Lloyds Banking Group. “Our AI financial assistant is underpinned by Lloyds Banking Group’s robust AI assurance framework and guardrails, helping deliver safe, explainable and regulated AI-driven interactions.”
Helen Bierton, Chief Digital Officer at Lloyds Banking Group, said: “This new technology will take the customer experience up a level by giving people access to a personal AI agent, empowering more people than ever to make informed decisions about their money. We’re excited to bring this feature to our customers in the coming months.”
The assistant is designed to be scalable, secure, and responsible from the outset. It uses conversational tools to process requests, plan actions, and carry out tasks such as retrieving transaction information or generating spending insights. Its structure ensures human oversight and transparency at every step, combining innovation with trusted banking expertise. Through this initiative, Lloyds Banking Group aims to make digital banking more intuitive, reliable, and accessible for millions of users across the UK.