Michelle Conway

This session explores how Lloyds Banking Group is moving beyond isolated AI use cases to a governed, scalable AI and machine learning portfolio in Consumer Lending. Delivered by Michelle Conway and Oliver Tyler-Elder, it focuses on how teams prioritise, industrialise and continuously improve AI solutions in a regulated environment. The session highlights the shift towards agentic AI, where intelligent agents actively support customers across lending journeys—helping with decisioning, guidance and financial management. It covers how these systems are built using a platform operating model, combining data science, engineering and product to enable repeatable delivery. Real examples show how machine learning and GenAI are embedded into customer journeys to improve outcomes, increase personalisation and reduce cost-to-serve. The talk also outlines the practical steps required to bridge traditional MLOps with agent-based systems, including governance, orchestration, guardrails and performance measurement.