Lloyds Bank should publish the human cost of its AI savings | Letters
TL;DR
A Guardian letter responds to Lloyds Bank's plan to cut 2 billion pounds in costs through an AI-powered strategy with an uncomfortable question: who absorbs the work when automation fails? Writer Dr Gleb Tsipursky argues that banks routinely count the minutes saved by the employee using an AI tool. What goes unmeasured is the time colleagues spend checking invented facts, repairing customer messages, explaining rejected applications and escalating errors.
Nauti's Take
The letter hands small teams a genuinely useful metric: counting error recovery produces an honest ROI number for AI pilots rather than a flattering time-saved figure. The catch sits in the measurement itself, because review time, corrections and escalations land in other departments and never surface on a pilot dashboard.
Teams putting AI into customer processes should log those costs per case. Reporting time saved on its own means selling yourself a result.
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