How Lloyds Banking Group uses AI

Lloyds Banking Group runs a platform of specialist AI agents that supports fraud specialists during debit card fraud investigations. A central orchestration system coordinates the agents and guides the specialist through up to nine stages of a case, pulling information from several systems, assessing fraud indicators and recommending next steps. People make the final decision. After a trial on live customer cases the bank expanded the platform and reported decision accuracy above 90 per cent, measured against completed fraud cases.

Lloyds Banking Group lists complaints handling and automation among the roughly 50 generative AI use cases it had live in 2025. In its 2025 results presentation the bank reports that complaint classification now takes 1 second instead of about 5 minutes. The bank attributes about GBP 50 million of P&L benefit in 2025 to its generative AI use cases as a whole and does not break out the share of the complaints use case.

Lloyds Banking Group uses Vertex AI to scale machine learning work across more than 300 data scientists and AI developers. In the same entry Google Cloud reports that the bank cut income verification in mortgage applications from days to seconds and has put 18 generative AI systems into production. This is back office work at the application stage, not a customer facing assistant.