Case Study: Delivering Lloyds Bank’s First AI Investment Chatbot

The Challenge:
With rising demand for instant, personalised investment support, Lloyds Bank needed a scalable way to assist customers outside traditional hours—without compromising quality or security.

The Solution: As the Project Lead, Julie drove the end-to-end development of Lloyds’ First AI-powered investment chatbot, collaborating with engineers, UX designers, and stakeholders to:

✔ Design an intuitive interface – Refined through focus groups and iterative testing.
✔ Ensure 24/7 reliability – Deployed to support 250,000+ customers with real-time guidance.
✔ Streamline processes – Reduced manual workloads while maintaining compliance.

The Outcome:
Though I transitioned after launch, early results showed:
Faster customer resolutions – Queries handled in seconds, not hours.
Improved engagement – Users adopted the chatbot for ~30% of investment inquiries (projected).
A foundation for scaling AI – Proved the chatbot’s value for future banking innovations.

Why It Matters:
This project wasn’t just about automation—it was about enhancing accessibility and trust in digital banking. By prioritising user needs and cross-functional collaboration, we turned a vision into a functional tool with tangible benefits.

Interested in AI that delivers real impact?
Let’s discuss how we can adapt this success to your business.