Lloyds Bank Group Athena is introducing the new customer AI knowledge hub and its first large-scale generation of AI products to better support customer service colleagues.

use AILloyds Banking Group plans to significantly reduce the time its customer service colleagues spend looking for resolutions. The team serves approximately 28 million customers, with phone calls and online banking teams helping about 2 million customers each month.

Lloyds said its customer service colleagues spend a lot of time browsing through its 13,000 internal information articles to learn about information and resolve customer queries.

To address this challenge, it started using Athena, a one-stop knowledge store that quickly scans 13,000 internal articles. Before Athena was launched, the search took an average of 59 seconds, and Athena lowered that time to about 20 seconds, down 66%.

Since the beginning of 2025, 21,000 group colleagues have used Athena to search 2.1 million times. By the end of the year, the team aims to introduce Athena to colleagues in more relevant customer support roles and conduct an estimated 40 million searches.

“With Athena, our colleagues can support our customers faster and more effectively than ever.” Pitt SteelDirector of Consumer Engagement at Lloyds Bank Group. “Simplifying the process of accessing the information customers need means we focus on valuable conversations with customers, saving them time and supporting them when they matter most.”

As a tool to enhance customer experience, AI is expected to bring at least £50 million in revenue growth and productivity gains in 2025.

“This technology is not only an upgrade, but a revolution.” Injured BotejThe chief data and analysis officer of Lloyds Banking Group also added. “We will free up thousands of hours as Athena puts key information on the fingertips of colleagues, giving them the freedom to help our customers meet more complex, custom-made needs.”