Lloyds Banking Group announced with its financial results that generative AI delivered around £50 million of value in 2025, and that it expects more than £100 million in additional value in 2026 through the continued scaling of both generative and agentic AI. In 2025 the Group deployed over 50 generative AI solutions, enhancing customer interactions, accelerating query resolution and boosting frontline colleague support.
For customers, the solutions include faster and more intuitive in-app search experiences. For colleagues, they include quicker, more accurate responses across customer operations, supporting staff in branches and over the phone. Athena is an AI-powered internal search and knowledge assistant used by 20,000 colleagues, and it has reduced search times by 66% on average. Around 5,000 engineers use AI-supported coding tools through GitHub Copilot, driving a 50% improvement in converting code for established systems. An AI HR Assistant resolves around 90% of HR queries correctly on first contact.
Group Chief Operating Officer Ron van Kemenade said "AI is already delivering real value for our business, our colleagues and our customers". The Group also rose 12 places in the Evident AI Global Index, the strongest improvement of any UK bank.
In 2026, Lloyds says it will scale agentic AI across the bank, launch many more generative and agentic AI use cases, and make the full customer rollout of its AI-powered financial assistant a major milestone. The assistant will give customers quicker answers, tailored guidance and more intuitive support within the mobile app, and over time it will expand to help customers navigate savings, borrowing, investments and protection. The Group will also launch an AI Academy for 67,000 colleagues, to help teams develop the skills and confidence to use AI responsibly and effectively. Its agentic AI is aimed at delivering faster, more seamless experiences for its 28 million customers.
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- Lloyds Banking Group
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