Zopa launches AI-powered ‘Ask Zopa’ for conversational banking

By Divya Shah

British digital bank Zopa has launched ‘Ask Zopa’, an AI-powered conversational banking platform designed to help customers manage their finances using natural language commands. 

Built on the bank’s proprietary AI platform and agentic architecture, the new capability enables customers to perform everyday banking tasks, 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.” 

With ‘Ask Zopa’, customers can send money, request payments, split bills using receipt images, and pay invoices by uploading a photograph.  

The platform also supports routine banking activities such as checking balances, managing cards, reviewing statements, updating account details, and creating savings pots through simple prompts. 

In addition to day-to-day banking, the AI assistant is designed to help customers plan and optimise their finances. Users can set savings goals, create budgets, and receive tailored recommendations to improve saving habits or prepare for upcoming expenses.  

The system provides real-time insights and guidance based on individual financial circumstances.  

The new offering builds on Zopa’s broader investment in AI, including its proprietary agentic platform and data-driven financial insights engine.   

Customers who interact with its AI-powered services report customer satisfaction (CSAT) scores that are 10% higher than those who do not. 

Internally, Zopa is also leveraging generative AI to improve operational efficiency. The bank said AI currently resolves 65% of customer service queries, while AI-powered training modules are being used to accelerate employee onboarding and skills development. 

The launch complements Zopa’s broader focus on personalised banking experiences, including its Biscuit current account, which allows customers to customise features such as interest rates, cashback rewards and savings benefits according to their individual preferences.