Reported impact
Business outcome
It developed the Branch Translation App using Microsoft Power Apps and Azure AI Services.
- Customer Experience
- Productivity Improvement
- Scalability
MicrosoftFinancial ServicesCustomer Service AutomationAI and Machine LearningContact CenterCustomer ExperienceProductivity ImprovementScalability2025 MicrosoftMS#0078d4Financial ServicesUnited KingdomLloyds Banking Group aimed to improve communication with non-English speaking customers.Lloyds Banking Group, one of the UK's leading financial institutions, offers a wide range of services to 30…Jan 31, 20255Customer Service AutomationAzure AI Services · Power Apps0 2025-01-31 5
Lloyds Banking Group
Customer Service Automation
Lloyds Banking Group aimed to improve communication with non-English speaking customers.
Embracing values of inclusion and diversity, Lloyds Banking Group aims to meet the evolving needs of its clients by consistently delivering outstanding service.
Lloyds Banking Group, one of the UK's leading financial institutions, offers a wide range of services to 30 million customers.
This innovation enhanced service delivery, receiving positive feedback from employees and customers alike.
With roots dating back over 250 years, the bank has a long-standing commitment to supporting Britain's prosperity.
Solution
Lloyds Banking Group built a Microsoft-based workflow around Power Apps and Azure AI Services because Lloyds Banking Group aimed to improve communication with non-English speaking customers. Source information is captured from frontline systems, documents, transactions, images, or conversations and then processed with cloud services that classify, summarize, model, or route the data for downstream use. The resulting records are stored in shared business or analytical systems and surfaced through apps, dashboards, or case workflows so staff can move from manual review to faster action while still keeping a governed human-in-the-loop process. This turns scattered data into an operational workflow rather than a static report, making the same platform useful for both daily execution and future scaling, and It developed the Branch Translation App using Microsoft Power Apps and Azure AI Services.
Data flow
Source data is captured from frontline systems or content, processed by the Microsoft-based workflow, stored in a shared business or analytical layer, and then surfaced back to staff through apps, dashboards, or case-management experiences.
Solution architecture
- Compute
- Azure AI Services Processes unstructured content with managed AI capabilities such as speech, vision, or language analysis.
- Serving
- Power Apps Provides tailored low-code apps and workflow front ends for employees, citizens, or service teams.
Architecture clues
- Lloyds Banking Group, one of the UK's leading financial institutions, offers a wide range of services to 30 million customers.
- Primary implementation components: Power Apps, Azure AI Services
- This innovation enhanced service delivery, receiving positive feedback from employees and customers alike.
Evidence from the source
It developed the Branch Translation App using Microsoft Power Apps and Azure AI Services.
Lloyds Banking Group aimed to improve communication with non-English speaking customers.
Transparency Evidence & methodology
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
How scores are calculated
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Customer reference value49/100
- Problem clarity12/20Measures whether the customer's operational problem is specific enough to compare.
- Implementation depth20/25Rewards named components, data flow, integrations, and architecture detail.
- Outcome specificity12/20Measures whether the reported benefit is concrete rather than a generic claim.
- Quantified impact0/250 metrics describe measurable impact.
- Deployment scale5/10Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence85%
- Source authority25/25The deployment is described by the adopting organization or a government source.
- Claim traceability23/2511 of 12 key fields link to a named source.
- Direct evidence10/202 direct source quotes retained.
- Date provenance10/10The publication date comes from the source page or publisher.
- Source transparency9/102 source references document publisher, URL, authority, retrieval, and supported fields.
- Implementation specificity8/10Rewards source-backed components, data flow, quantified impact, and a specific outcome.
Traceability
Sources & provenance
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
- https://www.microsoft.com/en/customers/story/21551-lloyds-banking-group-microsoft-power-platformMicrosoftFirst-party
Lloyds Banking Group customer story
Supports- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes
- Publication date
- https://find-and-update.company-information.service.gov.uk/company/SC095000Companies HouseGovernment
LLOYDS BANKING GROUP PLC overview
Registered office address: The Mound, Edinburgh, EH1 1YZ.
Supports- Region
Date evidence
- Published on source page Jan 31, 2025 · Microsoft · First-partyOpen date source
Not separately sourced Industry, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.
Related
Similar use cases
Microsoft Sample Mar 5, 2025 HYPE HYPE promises customers a streamlined, simplified, and personalized banking app and needed a cloud-based CRM to optimize the value of its data to enhance its customer journeys. Dynamics 365 Customer Service, Copilot in Customer Service, and Copilot Studio met HYPE's omnichannel needs and… Copilot Studio · Dynamics 365 Customer Insights · Dynamics 365 Customer Service Microsoft Sample Jan 28, 2025 U.S. Venture U.S. AutoForce pays thousands of invoices per day and 50% of orders are for same day delivery. Its legacy supply chain and warehouse management tools could no longer reliably perform at this volume and the finance team… A difference on day one with Microsoft 365 Copilot for Finance Dynamics 365 Finance · Microsoft 365 · Microsoft 365 Copilot Microsoft Sample Jan 22, 2025 AIA Group AIA Group transforms customer service with generative AI using Copilot in Dynamics 365 Customer Service. AIA Group (AIA) is the largest independent publicly listed pan-Asian life insurance group, serving the holders… Copilot in Dynamics 365 Customer Service · Dynamics 365 Customer Service