Lloyds Says GenAI Delivered £50m of Value in 2025

Lloyds Banking Group’s use of generative artificial intelligence (GenAI) delivered around £50 million of value in 2025, with more than £100 million in additional value expected in 2026 as the bank expands its use of the technology.

The figures were disclosed alongside the bank’s latest financial results, as Lloyds set out plans to scale both GenAI and agentic AI across the business over the coming year.

During 2025, the bank deployed more than 50 generative AI solutions, which it said have reshaped how customers interact with its services and how employees carry out day-to-day work. These include faster and more intuitive in-app search, improved response times across customer operations, and additional support for colleagues in branches and call centres.

Much of Lloyds’ current use of AI has focused on internal efficiency rather than fully automated customer interactions. The bank said its priority has been simplifying routine tasks for staff and reducing time spent searching for information or handling administrative work.

One example is Athena, an AI-powered internal knowledge and search tool now used by around 20,000 colleagues. Lloyds said Athena has reduced average search times by 66%, helping staff answer customer queries more quickly.

Within its technology teams, around 5,000 engineers are using GitHub Copilot, an AI-supported coding tool, which the bank said has delivered a 50% improvement in converting code for legacy systems.

Meanwhile, an AI-based HR assistant is also in use, resolving around 90% of HR queries correctly on first contact.

Looking ahead, Lloyds plans to scale agentic AI across the organisation in 2026, expanding the number of use cases and making what it described as significant strategic investments. A key milestone will be the full rollout of an AI-powered financial assistant within the mobile app, which is expected to expand over time into areas such as savings, borrowing, and investments.

The bank also plans to launch an AI Academy next year to improve AI literacy among staff, as scrutiny of AI use across the financial services sector continues to increase.