Zopa has unveiled Ask, a new artificial intelligence capability that acts as an always on personal banker for customers using its Biscuit account. The feature allows people to manage everyday finances through natural language instead of navigating traditional menus and buttons. The announcement highlights Zopa's broader ambition to become an AI native bank built around customer intentions and more personalised financial support.
From Menus to Natural Language Banking
For decades, banking apps have relied on menus, forms and increasingly complex digital journeys that require customers to learn where to tap and what to select. People do not naturally think about money in dropdowns but in intentions such as whether they can afford a purchase, how much they have spent or how they can save more. Zopa's Ask feature responds to this shift by letting customers complete banking tasks simply by asking in plain language.
Everyday Banking Through Conversation
Ask can send money, request payments, split bills from a receipt image and pay invoices instantly by uploading a photo. Customers can also view balances, manage cards, check statements and update account details through natural language requests. The capability extends to planning by allowing users to set savings goals, create budgets and receive suggestions on how to save more or manage upcoming payments.
Agentic Technology and an AI-Native Approach
Ask is built on Zopa's proprietary artificial intelligence platform and agentic architecture rather than a basic chatbot layer. This enables the system to understand customer intent and take action, not simply provide information or answers. Zopa describes the objective as making banking more intuitive, personalised and useful while designing the underlying technology around intelligent interactions.
Building an AI-Native Bank
Zopa has invested in its own artificial intelligence platform and accompanying financial insights, data enrichment and analysis capabilities. These investments support AI across everyday banking, financial management and customer service without adding a conversational feature to an existing app. The company says an AI-native bank requires technology, data and architecture built from the start around personalised customer interactions.
Shifting Customer Experience
Customers who interact with AI report satisfaction scores 10 percent higher than those who do not, according to Zopa. The company also states that AI now resolves 65 percent of customer service queries, freeing human expertise for more complex cases. AI-powered training modules help employees onboard and upskill faster, which Zopa sees as another productivity benefit.
Company Momentum and Recognition
Zopa now serves more than two million customers across its products and has built significant scale in the UK market. The company delivered its third consecutive year of profitability with £65 million in pre-tax profit in 2025. It was also named the UK's Best App for 2026 at the British Bank Awards, reinforcing its position in digital banking.
From Banking App to Financial Partner
The new capability builds on the philosophy behind Zopa's Biscuit account, which already offers customers greater choice and personalisation through interest, cashback and competitive savings rates. AI allows the bank to go further by helping customers save toward goals, manage spending and complete everyday payments. The focus is not simply on adding more features but on helping people make better use of their money.
Zopa's announcement positions artificial intelligence as the next step in personal banking, moving beyond menus and apps toward a financial partner that understands user goals. The company believes this approach will help customers make better use of their money across saving, spending and everyday payments. With its customer base, profitability and industry recognition, Zopa aims to define the next generation of banking around understanding what customers want to achieve.