Zopa introduces voice-driven banking with Ask Zopa

# What Zopa launched

Zopa has rolled out Ask Zopa, a voice-capable banking assistant, to all customers who hold its Biscuit current account. The feature lets people use everyday speech or typed text to manage routine banking tasks without navigating menus.

# What Ask Zopa can do

Ask Zopa executes transactional tasks inside the app. It can:

• send money to friends,
• calculate and pay a user's share of a split bill,
• set and help track savings goals,
• give tailored suggestions about meeting financial goals based on connected account data.

The assistant maintains context across conversations and personalises interactions when customers choose to connect accounts or share additional information. Zopa describes the assistant as able to "understand, remember and personalise experiences." Customers can use voice or text depending on preference.

# How it was built and trialled

Zopa developed Ask Zopa on top of its proprietary platform and an agentic software architecture, integrating publicly available foundation models to power the assistant's conversational and transactional capabilities. The feature underwent a customer trial with a selected group before being rolled out to all Biscuit account holders.

# Why Zopa is adding voice-driven transactions

Zopa positions the assistant as a way to reduce manual steps for customers and automate day-to-day money management. The bank says the agent can execute tasks directly in the app and provide perspective or recommendations, particularly when it can access relevant account context.

# Staffing, governance and skills

Zopa recently strengthened its board by appointing Paula Walter, previously chief technology and information officer at Aldermore Group, as an independent non-executive director. Walter's experience with regulated entities and large technology budgets is intended to support Zopa's scaling plans and the responsible introduction of model-powered services.

The bank has also launched a five-year industry campaign, Jobs2030, that aims to upskill 100,000 banking professionals in model-focused disciplines by 2030. The training targets roles such as engineers, analysts and operations leads and is tailored to UK banking needs.

# Where this fits for customers and the market

# Immediate facts to keep in mind

Zopa launched as a peer-to-peer lender in 2005, closed that business in 2021 and re-established itself as a bank. It now serves about two million customers. Ask Zopa is included in the Biscuit current account offering and is available to existing customers after a trial phase.