Lloyds bank now uses AI helpers to investigate debit card fraud

Lloyds has expanded an AI system that helps its fraud specialists investigate suspicious debit card activity. In a 90-day trial, it supported staff in more than 10,600 live customer cases. The bank says the system now reaches more than 90 per cent overall decision accuracy. People still make the final call.

What changed

After the trial, Lloyds compared the system's recommendations with fraud cases that were already closed. It also gathered feedback from its fraud specialists. It then made 50 improvements through seven updates. The bank says those changes cut false positives, which are genuine payments wrongly flagged as fraud. They also cut missed fraud and made the advice more consistent.

How it works

The platform uses a group of specialist AI agents. Each agent handles one part of an investigation. A central system coordinates them and guides staff through up to nine stages. It pulls together information, weighs the warning signs and suggests next steps.

Lloyds says staff overrode the system's recommendations 30 per cent less often. That suggests specialists are accepting more of its suggestions than at the start of the pilot.

Fewer screens, faster calls

Staff used to dig through 12 to 15 separate systems during a customer call. The bank says the new tool has cut that by around half. Its goal is two or three systems by the end of the year, using a single AI-enabled workspace.

Lloyds says parts built for the platform already support other fraud work. They could also be used for quality assurance. The bank expects its wider AI programmes to add more than £100 million in value during 2026.

What it means for customers

If your bank flags a card payment, a tool like this could help staff sort real fraud from false alarms. Having the facts in one place may also make a call easier to handle. Rohit Dhawan, Lloyds' group head of AI and advanced analytics, said testing in real cases and listening to staff showed the technology's value.

What is not known yet

Lloyds has not said how much faster cases are resolved, or how many fraud cases the tool caught. The 90 per cent figure is also an overall measure, so it does not show how often the tool errs in either direction. The bank says it will keep tracking how accurately the system spots fraud.