Managing everyday finances is becoming more conversational as British digital bank Zopa introduces Ask Zopa, an AI-powered banking service that lets customers handle financial tasks using natural language commands.
Built on Zopa’s proprietary AI platform and agentic architecture, Ask Zopa allows customers to make payments and transfers, manage savings and receive personalised financial guidance through a conversational interface.
Clare Gambardella, Chief Customer Officer at Zopa Bank, said, “Ask Zopa redefines the role of a bank in our customers’ lives, from simplifying day-to-day tasks and money management to actively helping people plan, save and make smarter decisions in real time.”
Customers can use Ask Zopa to send money, request payments and split bills using receipt images. They can also pay invoices by uploading a photograph.
The platform supports routine banking tasks such as checking balances, managing cards, reviewing statements, updating account details and creating savings pots through simple prompts.
Beyond daily banking, the AI assistant can help users manage their finances. Customers can set savings goals, create budgets and receive personalised recommendations to improve saving habits or prepare for upcoming expenses. The system provides real-time insights based on individual financial circumstances.
Ask Zopa builds on the bank’s wider investment in AI, including its proprietary agentic platform and data-driven financial insights engine. Zopa said customers using its AI-powered services report customer satisfaction (CSAT) scores that are 10% higher than those who do not.
The bank is also using generative AI internally to improve efficiency. AI currently resolves 65% of customer service queries, while AI-powered training modules are helping speed up employee onboarding and skills development.
The launch adds to Zopa’s focus on personalised banking through products such as its Biscuit current account. The account allows customers to customise features including interest rates, cashback rewards and savings benefits based on their preferences.
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