“During calls with customers, multiple AI agents will operate simultaneously behind the scenes, carrying out tasks such as identity checks, transaction analysis and scam risk assessment in real time. This enables faster, more informed decision making and allows colleagues to focus on the customer,” Lloyds said.

“Colleagues remain fully accountable for outcomes, with the ability to override AI suggestions. By bringing together colleague-facing decision support tools and interventions, the approach is designed to identify risk earlier and support timely action only where genuine concern is detected.”

The bank also said it will implement its new Scam Check tool into “payment journeys” across Halifax, Bank of Scotland, and Lloyds.

“When a customer attempts to pay someone new for an online purchase, if Scam Check thinks the purchase could be a scam, customers will see a few simple questions and be asked to upload screenshots of the item they are planning to buy,” it said.

Customers will be able to upload photos of planned purchases to the tool to identify scams, including on marketplace purchases.

“Using machine learning and image analysis, Scam Check will look for recognised scam indicators, presenting tailored warnings when a risk is identified, helping customers make informed decisions before completing a payment,” the bank said.

Tom Martin, business platform lead for economic crime prevention for Lloyds Banking Group, said that Lloyds is implementing the tool to protect customers at a time when fraud is getting more complex.

“Fraud is increasingly fast-moving and complex, so our focus is on responsibly applying AI in a way that genuinely helps customers, without delaying prevention,” he said.

“By combining agentic AI with human oversight, we can create an invisible forcefield around our customers, monitoring risk in real time and stepping in only when it matters.”