Lloyds trumpets GenAI knowledge hub's impact
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The UK banking giant's first major GenAI product, the Athena hub acts as a one-stop knowledge shop of information for customer-facing staffers.
It can scan the 13,000 internal articles that make up Lloyds' internal knowledge hub for supporting queries on every possible topic a customer could need help with. The tool has reduced the average search time from 59 seconds 20 seconds - a 66% change.
Lloyds says that for its telephone banking teams alone, this will lead to 4000 hours of time spent searching - and customers waiting - saved.
Since the start of 2025, 21,000 employees have used Athena to search 2.1 million times. By the end of the year, the Group aims to introduce Athena to more users in relevant customer support roles, hitting an estimated 40 million searches.
Ranil Boteju, group chief data and analytics officer, Lloyds, says: 'Athena is a monumental leap in our digital and strategic evolution, as we harness the power of generative AI to supercharge efficiency and elevate the customer experience. This technology isn't just an upgrade—it's a revolution.
"We are freeing up thousands of hours as Athena puts critical information at our colleagues' fingertips, leaving them free to help our customers with more complex, bespoke needs. The future of work is here, and we're leading the charge!"
Earlier this year, Lloyds revealed that it was building a new machine learning and GenAI platform using Google Cloud's Vertex AI. The bank says it expects the technology to bring in at least £50 million in revenue growth and productivity improvements in 2025.
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Donald Trump says there is a 50-50 chance of EU-US trade deal
Update: Date: 2025-07-25T15:38:30.000Z Title: more complete quotes from Trump and his comments before leaving the White House Content: US president tells reporters that Europe 'wants to make a deal very badly' as he leaves the White House for his trip to Scotland Jakub Krupa Fri 25 Jul 2025 16.38 BST First published on Fri 25 Jul 2025 09.03 BST From 2.59pm BST 14:59 I can now bring you for his trip to Scotland. Here is what he said on the prospects for a trade with the EU: 'I would say … we have a 50/50 chance, maybe less than that, but a 50/50 chance of making a deal with the EU. It will be a deal that where they have to buy down their tariffs, because right now it's 30%, they will have to buy it down. Maybe. Or they could leave it the way they are. But they want to make a deal very badly.' 4.28pm BST 16:28 Lisa O'Carroll Keir Starmer's status as Donald Trump's favourite foreign leader has been cemented again in remarks the US president made before boarding a helicopter taking him to Air Force One flight to Scotland for a private visit to his golf clubs. While he is now keeping the EU nervously waiting for a deal he said has only a '50:50' of being made, he heaped praise on the prime minister and Scottish first minister John Swinney. 'This week we want to talk about certain aspects [of the UK-US trade deal] which are going to be good for both countries, more fine tuning, also we are also going to be doing a llittle celebrating together because you know we get along very well. UK has been trying to make a deal for 12 years and haven't been able to do it… we got it done. He's doing a very good job, good prime minister good guy, we really get along very well. We are going to have good time I think, the prime minister and I get along very well, the Scottish leader too. We have a lot of things, my mother was born in Scotland, and he's a good man the Scottish leader so I'm looking forward to meeting him.' Trump warned he would be sending out a fresh batch of tariff letters this week with deals sealed with nearly all, bar the EU and Canada. He also said some countries would get a tariff rate of 10% less than 24 hours after he said the range of tariffs would be between 15% and 50%. 'Most of the deals are finished [at] a lower tariffs I can get, I don't want to hurt countries but we're going to send a letter out sometime during the week and it's basically going to say you're going to pay 10%, you're going to pay 50%, you're going to pay maybe less, I don't know. 'Australia was great, they opened the beef [inaudible] for the first time ever. … So August 1 is going to come and we will have most of our deals done, if not all. … We haven't really had a lot of luck with Canada… we are working very diligently with Europe, the EU, that covers a lot of territories, a lot countries, that's a big one right now, We haven't a deal with Canada. We haven't been focused on it.' Updated at 4.38pm BST 4.20pm BST 16:20 Meanwhile on the other side, EU officials and diplomats briefed journalists on Friday that they could reach a deal with the US this weekend, Reuters reported. The deal would likely include a 15% baseline tariff on all EU goods entering the United States and probably a 50% tariff on European steel and aluminium, the officials and diplomats said. One of the sources said a weekend deal seemed likely as the 'agreement is basically in the hands of Trump now.' 4.03pm BST 16:03 Lisa O'Carroll Donald Trump's warning that the EU only has a '50:50' chance of a tariff deal shows he is looking to extract more concessions from the bloc before 1 August, his self-imposed deadline for a deal. Boarding his plane on his way to Scotland, he breezily told reporters that he had rated chance of a recent Japan deal at worse than that, 25%, but they came with concessions and 'made a deal'. 'They kept coming back, and we made a deal,' he said warning that it was up to the EU if they wanted to stick with the 30% tariff rate he has threatened to impose on 1 August. His words will send shivers around the capitals of the EU which was hoping a second version of an agreement in principle, accepting a baseline tariff of 15% on most exports to the US, would be enough to get the US president's approval. Even this week sources close to German chancellor Friedrich Merz were expressing frustration that a deal had not already been done. Half year results published today by Volkswagen (14:52) revealed the current 25% extra tariff Trump has imposed on cars is already hurting hard. The car giant said it had taken a €1.3bn hit because of the US tariffs. There is speculation that commerce secretary Howard Lutnick and trade representative Jamieson Greer would join Trump in Scotland but they were not on the passenger list released to the media. Trump has a meeting scheduled with the British prime minister Keir Starmer on Monday, fuelling hopes that he will finish the trade deal with the UK by slashing the 25% tariff he imposed on steel exports. There is also speculation that European leaders such as Germany's Merz may try and reach out to the US president over the weekend to try and break the impasse. Merz has had a direct line to Trump in recent weeks. Updated at 4.06pm BST 3.01pm BST 15:01 Trump was also asked about Emmanuel Macron's declaration that France would recognise the Palestinian state in September, and it was clear he did not thought much of it. He said: 'Look, he's a different kind of a guy, he's okay, he's a team player pretty much. But here's the good news: what he says doesn't matter. It's not going to change anything. … This statement doesn't carry any weight.' 2.59pm BST 14:59 I can now bring you for his trip to Scotland. Here is what he said on the prospects for a trade with the EU: 'I would say … we have a 50/50 chance, maybe less than that, but a 50/50 chance of making a deal with the EU. It will be a deal that where they have to buy down their tariffs, because right now it's 30%, they will have to buy it down. Maybe. Or they could leave it the way they are. 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Russia has been asking itself: 'What will be the T-34 of this war?'' said Jack Watling, a military expert with the Royal United Services Institute thinktank, referring to the tank that is considered by some to have helped the Soviets defeat the Nazis in the second world war. Read full report: Updated at 11.54am BST 11.14am BST 11:14 It has to be said that the French decision wasn't particularly well received by the US, with state secretary Marco Rubio calling it 'reckless' and saying 'it only serves Hamas propaganda.' Mike Huckabee, US ambassador to Israel, quipped that Macron did not say where a future Palestinian state would be located, AFP reported. 'I can now exclusively disclose that France will offer the French Riviera + the new nation will be called 'Franc-en-Stine,'' he said on X. But French foreign minister Jean-Noël Barrot defended the move on Friday, saying the French proposal went directly against Hamas' will. 'Hamas has always ruled out a two-state solution. By recognising Palestine, France goes against that terrorist organisation,' he argued on X. Updated at 11.17am BST 10.51am BST 10:51 One story we are tracking this morning is the reactions of other major European countries to the French plans to recognise Palestine, announced by president Emmanuel Macron last night. But ahead of a E3 meeting later today – that's France, Germany and the UK – a German government spokesperson just said that 'there are no plans to recognise Palestinian state in short term', Reuters reported. But he said 'the priority now is to take long-overdue steps towards two-state solution', promising to 'increase pressure if progress is not made'. The Italian foreign minister Antonio Tajani said earlier that the recognition of a Palestinian state needs to be directly linked with its recognition of Israel, or otherwise 'the problem will not be solved'. Updated at 10.56am BST 10.29am BST 10:29 Kevin Rawlinson Meanwhile, the Irish hip-hop band Kneecap have criticised Hungary's far-right prime minister, Viktor Orbán, after they were banned from entering the country for three years ahead of a scheduled appearance at a music festival there. The group, who are outspoken supporters of Palestine, were due to perform at Sziget festival on 11 August. But the Hungarian government spokesperson Zoltán Kovács said on Thursday they had been banned because their 'members repeatedly engage in antisemitic hate speech supporting terrorism and terrorist groups'. He said: 'Hungary has zero tolerance for antisemitism in any form. Their planned performance posed a national security threat and, for this reason, the group has been formally banned from Hungary for three years. If they enter, expulsion will follow under international norms.' Responding in a post on X, the group said: 'To the tens of thousands of fans who we were buzzing to see in person at Sziget, we're sorry we won't be with you. The authoritarian government of Viktor Orban say we 'pose a national security threat.' Which is fucking outrageous coming from a man who welcomed Netanyahu, a wanted war criminal, like a hero just a few weeks ago. There is no legal basis for his actions, no member of Kneecap has ever been convicted of any crime in any country. We stand against all hate crimes and Kneecap champions love and solidarity as well as calling out injustices where we see it. It's clear this is political distraction and a further attempt to silence those who call out genocide against the Palestinian people.' Kneecap have had several shows cancelled in recent months, including at TRNSMT festival in Glasgow and at the Eden Project in Cornwall. 9.44am BST 09:44 Helena Smith in Athens Over in Greece, the culture ministry has announced that it will be extending a ban on opening hours of all archaeological sites, including the Acropolis, in Athens after the weather service predicted that scorching temperatures were unlikely to recede until Monday. The worst of the heatwave is likely to hit today and tomorrow. 'Archaeological sites will remain closed between 12:00 to 17:00 due to high temperatures for the safety of workers and visitors,' the ministry said in a statement released mid-morning today. 9.42am BST 09:42 Helena Smith Elsewhere, wildfires, described as the worst in more than half a century, have devastated large tracts of southern Cyprus, leaving at least two dead, dozens injured and hundreds displaced. As the EU announced it would send in water-bombing planes, after the island requested help though the bloc's civil protection mechanism, an estimated 250 firefighters battled to contain blazes raging on multiple fronts. By midday Thursday, nearly 24 hours after breaking out, the infernos had consumed more than 40 square miles of territory, decimating prime agricultural land and dozens of homes in village communities outside Limassol on the Troodos range. Charalambos Theopemptou, the Green MP who chairs the Cypriot parliament's environmental committee, spoke of a 'tragic situation' with blazes fuelled by extreme weather and gale-force winds. Temperatures nudging 44C in several parts of the east Mediterranean island were forecast to rise further Friday as a week-long heatwave intensified across southern Europe. 'We haven't seen such devastating fires since the Turkish invasion in 1974,' he told the Guardian. 'It's tragic, people have died, 72 houses and 91 cars have been burned, it's absolute chaos and that's also because preventative measures haven't been taken … scandalously and tragically the public warning system, an EU directive voted into law back in 2022, has not been implemented.' As a result, panic-stricken people had attempted to outrun the flames in their cars. 'Narrow streets in small communities were jam-packed and that's how people died,' Theopemptou said. 'The government has made a real mess of things. Illegal waste dumps haven't been cleared, [inflammable] vegetation hasn't been removed, basic infrastructure like big cement water tanks and hose pipe points aren't in place, all of which has helped the fires spread.' By late Thursday, Greece, Egypt, Israel and the UK, which has an RAF base on the divided island, announced they would also be weighing in with air support and fire fighters. Turkish Cypriots in the breakaway north have also offered to help with some going so far as to gather food and supplies for those in fire-stricken areas. 9.31am BST 09:31 In further comments from Zelenskyy, he confirmed that Germany will finance two Patriot systems, and Norway will pay for one, with further talks under way, including the Netherlands. In addition to securing air defence supplies, Ukraine needs to cover a financing gap of $40bn next year, Zelenskiy said in remarks released by his office and reported by Reuters. 9.03am BST 09:03 Jakub Krupa Ukraine is looking to secure funding for 10 Patriot air defence systems under the deal agreed with US president Donald Trump, with active diplomatic efforts to find sponsors for all of them, Volodymyr Zelenskyy said. Previously Germany suggested it could pay for two systems, with Denmark, the Netherlands and Sweden among other European countries declaring their support for the initiative. In comments released to journalists on Friday, Zelenskyy also insisted he 'listened and responded adequately' to concerns over the anti-graft law, with the new bill now being proposed to resolve concerns about the anti-corruption agencies' independence. He also admitted that there should 'probably have been more of a dialogue' before the original law was adopted, AFP noted. The president added: 'I am focused on the issue of the war because right now, the number one issue in Ukraine is the war. The biggest problem is the war. The main enemy is Russia.' Zelenskyy suggested that Russian and Ukrainian negotiators started discussing a direct meeting between him and Putin in another bid to end the conflict. 'In talks with us, they have begun to discuss it. This is already progress toward some kind of meeting format.' Elsewhere, I will be looking at the E3 meeting of the UK, France and Germany on Gaza and Palestine, which will surely attract more attention after the French president, Emmanuel Macron, pledged to recognise the state of Palestine in September. Separately, Baltic defence ministers are meeting with US defence secretary Pete Hegseth in Washington, as we also await updates on the much-awaited EU-US trade deal. I will bring you all key updates from across Europe today. It's Friday, 25 July 2025, it's Jakub Krupa here, and this is Europe Live. Good morning.
The Guardian
21 minutes ago
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Nationwide boss's £7m pay package is an ‘obscenity', says member of mutual
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