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Launching the UK’s first agentic AI financial assistant

Helen Bierton and Rohit Dhawan
Published on: 06 November 2025
4 min read

At a glance:

  • Lloyds Banking Group is launching the UK’s first agentic AI financial assistant early next year, bringing personalised, round-the-clock financial guidance to 21 million mobile app customers.
  • The assistant will empower customers to manage their money more effectively by providing tailored insights on spending, budgeting, savings and investments, all within a secure banking environment.
  • Built on Lloyds’ trusted expertise and robust AI architecture, the assistant ensures every interaction is accurate, secure and regulated, setting a new benchmark for responsible AI in UK banking.

With over 21 million mobile app customers, we recognise that the way people interact with their money has changed. Technology is empowering people to take control of their finances, giving them greater insights and more flexibility than ever before. 

Our large-scale, multi-feature AI-powered financial assistant, is the latest step in that transformation. The new AI financial assistant will give millions of customers more control over their finances by providing personalised, round the clock support. 

This sets a new benchmark for responsible and effective use of AI in UK banking, offering instant, free, and regulated access to financial guidance and coaching. The assistant is built to deliver accurate and safe guidance, combining innovative technology with trusted expertise.

Why does financial support need to be smarter, and faster, than ever?

In today’s fast moving digital world, many customers are expecting instant and tailored support to help them make financial decisions confidently. Many are turning to AI, with over half of UK adults turning to AI platforms, such as Chat GPT, to help them manage their money, according to our latest Consumer Digital Index. 

However, many are concerned about the information or guidance they receive from these platforms. Eight in ten (80%) are concerned about receiving inaccurate or outdated information and over 69% worry guidance won’t be personalised to their needs. These challenges can leave customers feeling uncertain and unsupported, especially when navigating complex financial choices. 

Financial empowerment is about giving people the tools and confidence to make informed financial decisions and shape their future. We want to bring those tools to our customers, giving them the confidence to take control of their finances. 

 

Artificial Intelligence at Lloyds Banking Group

We’re reimagining how we operate by harnessing the full potential of AI – embedding it across our business to drive smarter decisions, faster outcomes, and better experiences.

Visit the AI hub

What is the new AI assistant and how does it work?

From early next year, Lloyds Banking Group will bring the UK’s first large-scale, multi-feature agentic AI powered financial assistant to our customers. This is set to bring the power of AI to 21 million customers who use our mobile apps, helping them manage their money with ease and reach their financial goals. 

By leveraging cutting-edge agentic AI, and informed by Lloyds 300 years of financial experience, the financial assistant will be enabling simple and easy conversations and relevant support that personally reflects every customers circumstances. Customers can ask their own questions in their own words and receive instant and relevant answers from a personal AI agent.

For example, at launch the AI financial assistant will enable customers to interrogate their spending, gaining personalised insights to help with budgeting or financial planning. It will also be able to support our customers with savings and investments, guiding through financial concepts and supporting them to make informed financial decisions, all in the secure environment of our mobile app. 

Importantly, unlike other AI platforms, responses are based on bank data, with the data stored and protected in a trusted and secure app. And with the ability to seamlessly refer to expert colleagues when needed. The functionality is built on our Generative AI and Agentic framework, a robust architecture that combines curated bank data with innovative technology, ensuring responses are accurate and tailored. 

Conversations within the assistant will enable a secure customer experience, differentiating it from general-purpose AI models, which enables autonomous, goal-driven AI agents to act on behalf of customers, wrapped in guardrails to ensure safe and controlled behaviour. 

 

What is agentic AI?

Agentic AI refers to systems capable of making autonomous decisions and taking actions while continuously learning from interactions to achieve specific goals. These systems, often composed of multiple agents, can perform various tasks typically handled by humans.

 

2025 Consumer Digital Index

3 Nov 2025 | Lloyds Banking Group

The Consumer Digital Index is the UK’s largest study of digital and financial capability.

Now in its 10th year, we explore how people are responding and adapting to one of the most transformative technologies in the digital space – artificial intelligence.

Read the report

What are the key benefits for customers?

Our AI financial assistant will give customers more confidence and control with their money, providing instant support and guidance. 

Key benefits include: 

  • 24/7 personalised financial coaching 365 days a year: Customers will be able to access tailored advice and support at any time, any place, anywhere, helping them make personal decisions about spending, saving and investing. 
  • Complete financial support: While we are starting with spending, savings and investments, over time the financial assistant will expand to cover all the products and services we provide – meaning support right across their finances.
  • Secure and responsible by design: The assistant is underpinned by a robust architecture that combines innovative technology and trusted expertise, ensuring every interaction is regulated and safe. 
  • The best of human and digital: When needed, the assistant can seamlessly refer customers to our expert colleagues for further guidance. 

Designed to make life easier, the AI assistant helps customers feel confident and in control – offering guidance whenever they need it, for big and small decisions alike, in order to help them reach their financial goals. 

What's next for agentic AI at Lloyds Banking Group?

This launch marks the start of a simpler, more empowering way for customers to manage their money and plan ahead.

Set to go live for customers early next year, currently thousands of our colleagues testing the financial assistant’s capabilities, ensuring it will be even better by the time it launches to customers. 

Once live, we will continue to refine and expand the assistant’s capabilities, guided by feedback from our colleague testers. Over the coming months we’re planning more and more functionality, with the financial assistant set to support on everything from mortgages, to car finance to insurance. It really will be personal financial agent in your pocket.  

We’re excited to be at the forefront of AI innovation, using technology to help Britain prosper, making financial empowerment possible for all of our customers. 

 


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Helen Bierton
About the author Helen Bierton

Helen is our Chief Digital Officer. She leads development of the consumer app, bringing the best of Lloyds Banking Group to our customers, and was formerly Director of Everyday Banking.

Follow Helen on LinkedIn

 

Rohit Dhawan
About the author Rohit Dhawan

Group Head of Artificial Intelligence

Dr. Rohit Dhawan is the Group Executive Director of Artificial Intelligence at Lloyds Banking Group in the UK, where he leads a multidisciplinary team of AI specialists, data engineers, data scientists, and AI ethicists.

A prominent figure in data and AI strategy, Dr. Dhawan is a seasoned C-suite operator and a published author. Previously, Dr. Dhawan served as the Regional Head of Data & AI Strategy for Amazon Web Services in the Asia Pacific region, covering South-East Asia, Australia, and Japan. Dr. Dhawan retains a PhD in AI and a Master’s degree in IT from the University of Sydney.

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