Lloyds Bank should publish the human cost of its AI savings

‘Lloyds should publish a simple scorecard for each consequential AI workflow.’ Photograph: Lloyds Banking Group

Your report (Lloyds Bank to cut £2bn in costs as part of AI-powered strategy, 30 July) raises a question that financial targets alone cannot answer: who absorbs the work when automation fails?

Banks often count the minutes saved by the employee who uses an AI tool. They should also count the time colleagues spend checking invented facts, repairing customer messages, explaining rejected applications and escalating errors. A system can make one team look more productive while moving risk and effort elsewhere.