This major British bank plans to add £100 million in value by going all in on AI
In its financial results published at the end of January, Lloyds Banking Group announced that generative AI has already delivered around £50 million of value in 2025, with more than £100 million in additional value expected in 2026 through continued scaling.
Some of the AI enhancements in 2025 include faster and more intuitive in‑app search experiences, along with quicker, more accurate responses across customer operations, and empowering employees to provide enhanced support in branches and over the phone.
In 2026, the group said it will scale agentic AI across the bank, maximising today’s tools and launching many more use cases, including significant strategic investments in agentic AI, to deliver faster, more seamless experiences for its 28 million customers.
Some of the specific tools which have been deployed include:
- Athena Knowledge Management Tool: Athena is an AI‑powered internal search and knowledge assistant that helps colleagues quickly find information to answer customer queries. Used by 20,000 colleagues, it has reduced search times by 66% on average, enhancing customer service and convenience.
- GitHub Copilot for Engineers: Around 5,000 engineers are using AI‑supported coding tools, driving a 50% improvement in converting code for established systems, accelerating upgrades to key customer‑facing technology.
- AI HR Assistant: Resolving around 90% of HR queries correctly on first contact, this tool gives colleagues rapid, reliable support while reducing administrative workload across HR teams.
In addition to the new GenAI and agentic AI solutions planned for this year, a major milestone in 2026 will be the full customer rollout of the Group’s AI-powered financial assistant, the bank said.
The assistant will give customers quicker answers, tailored guidance and more intuitive support within the mobile app. Over time, it will expand beyond everyday banking to help customers navigate savings, borrowing, investments and protection.
Alongside this, Lloyds said it will continue to strengthen colleagues’ AI literacy by launching a new AI Academy, helping teams across the organisation develop the skills and confidence to use AI responsibly and effectively.
“AI is already delivering real value for our business, our colleagues and our customers. The progress we’ve made this year shows the scale of the opportunity ahead,” said Ron van Kemenade (Group Chief Operating Officer).
“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.”
