United KingdomFinance and insurance2026 – ongoing

Zopa

AI resolution of customer-service queries

Zopa reported that AI resolved 65% of customer-service queries

WorkingCompany's own claimOfficial ↗

Problem

Zopa needed to handle customer-service questions while retaining human expertise for cases that required it.

Approach

Zopa invested in its own AI platform and used AI across customer service. It reported that AI resolved 65% of queries. The bank also used AI-based training to help employees learn their roles.

Results

65%customer-service queries resolved by AI, reported by ZopaCompany's own claim[1]

10%higher CSAT reported by customers interacting with AI; Zopa did not specify the comparison groupCompany's own claim[1]

Takeaway

The resolution rate described Zopa's existing service operations. The bank did not attribute it specifically to its newly announced Ask assistant or disclose how resolution was measured.

Sources

Zopa unveils UK’s most helpful banking AI
Zopa16 Sep 2026Company publication

Source summaries

[1]Zopa16 Sep 2026

Zopa reported AI resolution of 65% of service queries and 10% higher CSAT among customers interacting with AI. It announced Ask separately, without tying those figures specifically to that assistant.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026