For decades, banking has been built around menus, buttons, forms and increasingly sophisticated apps. Customers have become accustomed to navigating their finances through increasingly complex digital journeys.
AI is now changing that interface.
People do not naturally think about money in menus and dropdowns. They think in terms of intentions: Can I afford this? How much have I spent? Can you send my friend their share? How can I save more?
That is the thinking behind Zopa’s latest AI capabilities.
We are bringing an “always-on” personal banker to the smartphones of Biscuit customers, allowing them to manage their money using natural language.
As a result, the interface to banking is becoming less about where you tap and more about what you want to achieve.
Have you asked Zopa?
“Ask” allows customers to complete everyday banking tasks simply by asking. It allows customers to:
Manage and automate everyday finances: Send money simply by asking, request payments, split bills from a receipt image, or pay invoices instantly by uploading a photo. Prompt example: Pay George my share of the bill.
Complete day-to-day banking tasks: View balances, manage cards, check statements, update details and handle everyday banking tasks simply by asking. Prompt example: Create a new saving pot for my summer travels.
Plan and optimise your finances: Set savings goals, create budgets, and receive suggestions on how to save more or afford upcoming payments by simply telling your bank what to do using normal language. Prompt example: Help me save £150 by the end of the year; warn me if I'm about to spend more than £100 on takeaways this month.
The significance goes beyond convenience. “Ask” is built on Zopa’s proprietary AI platform and agentic architecture, enabling the technology to understand customer intent and take action, rather than simply provide information.
The objective is simple: make banking more intuitive, personalised and useful.
Building an AI-native bank
“Ask” is part of a broader transformation in how we are building Zopa.
An AI-native bank is not simply an existing banking app with a chatbot added to it. It requires the underlying technology, data and architecture to be designed around intelligent, personalised interactions.
Zopa has invested in its own AI platform alongside financial insights, data enrichment and analysis capabilities. This enables AI to support customers across everyday banking, financial management and customer service.
The impact is already measurable.
Zopa is using AI to enhance the customer experience, with customers who interact with AI reporting 10% higher CSAT. Internally, employees are also using GenAI to boost productivity, with AI now resolving 65% of customer service queries. Where human expertise is needed, AI-powered training modules help employees onboard and upskill faster.
From banking app to financial partner
This approach builds on the philosophy behind Zopa’s Biscuit account: giving customers greater choice and personalisation, from more interest and cashback to competitive savings rates.
AI allows us to take that personalisation further.
The opportunity is not simply to give customers more banking features, but to help them make better use of their money — whether that means saving towards a goal, managing spending or completing an everyday payment.
Zopa now serves more than 2 million customers and delivered its third consecutive year of profitability, with £65 million in pre-tax profit in 2025.
It was also named the UK’s Best App for 2026 at the British Bank Awards.
These foundations give us the scale and capability to build the next generation of banking.
The future of banking will be defined not simply by better apps, but by banks that understand what customers are trying to achieve and can help them achieve it.
Author
Zopa Blogger
