Zopa Bank has launched a new AI-powered banking service that allows customers to make payments, manage their money and carry out everyday banking tasks simply by asking the app.
Called “Ask Zopa”, the new functionality is being introduced through Zopa’s Biscuit current account and uses natural language, memory and personalisation to provide what the digital bank describes as an “always on” personal banker.
Rather than navigating through different sections of a banking app, customers can give Zopa instructions through voice or chat.
For example, users can photograph a restaurant receipt and ask Zopa to calculate their share of the bill and send the money. They can also upload an invoice and ask for it to be paid, send money to friends, check balances and create new savings pots.
The AI can also be used for more general money management. Customers can set savings goals and budgets or ask the app for help managing spending. Zopa gives examples including asking the app to help save £150 by the end of the year or provide a warning if takeaway spending exceeds £100 in a month.
Clare Gambardella, Chief Customer Officer at Zopa Bank, said Ask Zopa was designed to make managing money “as simple as having a conversation”, adding that the bank wants its app to help customers plan, save and make financial decisions in real time.
AI increases customer satisfaction at Zopa
The launch builds on Zopa’s existing investment in artificial intelligence and its proprietary agentic AI platform.
According to Zopa, customers interacting with its AI services currently report customer satisfaction scores around 10% higher, while AI is now resolving 65% of customer service queries.
This doesn’t surprise me, as one of the worst things about dealing with your bank is trying to get through to someone to solve a simple issue or ask a question.
AI has a great advantage as a knowledge base and can help solve simple questions quickly.
The bank now has around two million customers and reported pre-tax profits of £65 million for the year ending 31 December 2025, its third consecutive year of profitability.
Do consumers trust AI with their money?
Not yet. The FCA’s July 2026 Mills Review, based on a nationally representative survey of 5,026 UK adults, found that 68% were concerned about AI misusing their data in banking, 67% about a lack of protection if something goes wrong, and 45% saw no benefit from using AI in financial services.
Banking customers were generally more comfortable with AI providing information than actually making decisions or controlling their money. However, attitudes are changing: one in five UK adults said they were open to AI making financial decisions for them, while 26% already trust general-purpose AI tools such as ChatGPT, Claude or Gemini for financial advice.
59% still prefer the human touch over AI
Preliminary results from the 2026 Good Money Guide Banking Awards survey also suggest that AI is not fully trusted in banking. 59% of voters have said they would prefer a person, while 29% would accept AI for simple queries and just 9% said they would be comfortable using AI for most queries; 3% were unsure.
These early results are broadly in line with the Mills Review’s findings that consumers are more comfortable with AI as an assistant than when it is given greater responsibility. The FCA-commissioned research found 68% were concerned about data misuse, 67% about a lack of protection and 45% saw no benefit from AI in financial services.
Richard is the founder of the Good Money Guide (formerly Good Broker Guide), one of the original investment comparison sites established in 2015. With a career spanning two decades as a broker, he brings extensive expertise and knowledge to the financial landscape.
Having worked as a broker at Investors Intelligence and a multi-asset derivatives broker at MF Global (Man Financial), Richard has acquired substantial experience in the industry. His career began as a private client stockbroker at Walker Crips and Phillip Securities (now King and Shaxson), following internships on the NYMEX oil trading floor in New York and London IPE in 2001 and 2000.
Richard’s contributions and expertise have been recognized by respected publications such as The Sunday Times, BusinessInsider, Yahoo Finance, BusinessNews.org.uk, Master Investor, Wealth Briefing, iNews, and The FT, among many others.
Under Richard’s leadership, the Good Money Guide has evolved into a valuable destination for comprehensive information and expert guidance, specialising in trading, investment, and currency exchange. His commitment to delivering high-quality insights has solidified the Good Money Guide’s standing as a well-respected resource for both customers and industry colleagues.
