Zopa Opens Voice Banking Agent to Biscuit Account Customers

Zopa Bank has opened its Ask Zopa voice assistant to all Biscuit current-account customers, turning a selected-customer trial into a live banking workflow where users can move money, ask for guidance and complete app tasks through conversational instructions.

Computer Weekly’s article on the launch sets the boundary for the story: this is not only a chatbot release, but an attempt to push agentic AI deeper into regulated consumer banking tasks.

The feature sits inside the Biscuit account and can act on voice commands or text, with the bank positioning it as a way to remove manual steps from routine money management.

The workflow starts with instructions in everyday language.

Ask Zopa can make payments for account holders, send money to friends, and calculate and pay a user’s contribution to a split bill.

It can also recommend ways for customers to approach financial goals through a conversation rather than a sequence of forms, menus or separate budgeting tools.

The feature moves beyond answering questions.

Zopa built the assistant on its proprietary AI platform and agentic architecture layered over publicly available models, giving the system enough context to act inside the app when a customer authorises it.

The customer experience is therefore closer to a task path than a search box: request, context, action and follow-up can sit in one interaction.

Scale gives the launch a larger operational test.

Zopa says it has about two million customers, while Biscuit, the current account introduced last year, has 300,000 holders.

Making Ask Zopa available to all current-account users means the bank now has to prove that a voice-and-text agent can work reliably across everyday payments, account information and goal-planning moments without making the interface feel less controlled.

Clare Gambardella, Zopa Bank’s chief customer officer, framed the agent as a tool for both automation and planning.

The assistant will help customers manage and automate finances, complete day-to-day banking tasks, and plan for the future.

It can also “execute on tasks in the app” and provide information or perspective when a customer connects enough account context for the system to make a useful suggestion.

The boardroom context points in the same direction.

Zopa recently brought Paula Walter onto its board as an independent non-executive director after technology and information leadership roles at Aldermore Group.

The appointment adds regulated-banking technology experience as the company tries to scale its platform, resilience and customer experience around AI-led change.

The launch also sits alongside Zopa’s wider AI agenda.

A survey released last year with Juniper Research projected that UK banks would save £1.8bn over five years after investing the same amount in AI, with 187 million hours saved mainly through back-office efficiencies.

Zopa announced a plan to upskill and reskill 100,000 banking professionals in AI disciplines by 2030 through an industry coalition that launched in May after 22 partners signed up and offers, through the five-year Jobs2030 campaign, modules for fintech engineers, analysts and operations leads.

The practical condition for Ask Zopa is trust at the point of action.

Voice banking can simplify money management only if customers understand when the assistant is advising, when it is acting, and how much account context they have allowed it to use.