lloyds bank: first investment guide ai agent
case studies highlights
Lloyds Bank is one of the UK’s largest financial institutions, serving millions of customers across retail and commercial banking. With strong regulatory oversight and high customer trust expectations, innovation must balance scale, security, and compliance.
the challenge
With rising customer demand for instant, personalised investment guidance, Lloyds Bank needed a scalable way to deliver 24/7 support — without compromising security, compliance, or customer trust.
The solution had to:
Provide reliable real-time investment guidance
Operate within strict financial regulatory frameworks
Maintain the quality and reassurance expected from a leading bank
Scale to hundreds of thousands of customers from day one
the solution
Julie led collaboration across engineering, UX, and compliance to design and deliver a secure, scalable AI investment assistant.
Key elements included:
User-Centred Design: Crafted an intuitive interface validated through focus groups and iterative testing.
24/7 Scalable AI: Engineered a robust system capable of supporting over 250,000 customers at launch.
Embedded Security & Compliance: Built within strict regulatory standards while streamlining internal processes.
Scalable Pilot Framework: Established a controlled launch model with a clear pathway to millions of users.
Launched Lloyds Bank’s first scalable AI investment chatbot.
Successfully deployed to 250,000+ customers, with expansion readiness built in.
Delivered secure, compliant AI without compromising user experience.
Reduced reliance on manual support while maintaining high trust standards.
Set the foundation for future AI-driven financial services innovation.
The results
"WHAT SET JULIE APART WAS HER FOCUS ON ACHIEVING POSITIVE CUSTOMER OUTCOMES. SHE UNDERSTOOD THE SIGNIFICANT IMPACT HER WORK HAD ON OUR MOBILE BANKING APP, WHICH SERVES OVER 20 MILLION CUSTOMERS. THE PROPOSITIONS SHE HELPED DELIVER PLAYED A HUGE ROLE IN ACHIEVING OUR BUSINESS GOALS OF GROWTH OF THE CHATBOT CHANNEL AND COST REDUCTION.”
Ryan Cameron, Lloyds Banking GroupSenior Digital Product Owner
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