How we're using AI

We’ve always used technology to make banking quicker, simpler and more convenient. We were the first telephone bank after all. We’re continuing that approach by using AI (artificial intelligence) to free up our people to focus on improving customer experiences.

AI is technology that’s been around for a long time to help computers and machines work better. It uses data to work out patterns and then can be used to help us do things like fraud detection and spot unusual transactions. It’s a tool that can help us to be faster and more efficient.

We’re already using AI to help us deliver a better service for you in a few different ways:

• faster response times – freeing up our people to focus on improving customer service
• better fraud detection – helping us spot any unusual activity sooner
• more control and flexibility – supporting our customers to bank in the way that suits them, especially through digital channels like our chatbot.

AI is helping us to become faster and more efficient. This helps free up your time to get on with more exciting things than banking.

We know trust doesn’t come from friendly chatbots or shiny new features. It comes from doing the right thing for customers and being there for them consistently.

AI doesn’t change our approach to data security. We're committed to adopting AI technology in a safe and responsible manner. We maintain the highest standards and the way we use AI is strictly controlled.

That’s why we’ll always stick to our people-first principles. Real, highly trained humans are here 24/7 to oversee decisions, answer questions and keep your best interests at heart.

Using AI doesn’t mean that we’re replacing our teams. It means we’re adopting innovative technology in a safe and responsible manner. Freeing up our people to focus on improving customer experiences.

AI isn't brand new in banking, and it isn't brand new to us either. We've been using AI behind the scenes for years to help improve our service. We're committed to adopting innovative technology in a safe and responsible manner.

As more people choose digital ways to get in touch, it’s natural to have questions about what this means for your banking experience. AI is changing at a rapid pace, as is the way we use it, so we’ll do our very best to keep you updated every step of the way.