Lloyds Bank should publish a simple scorecard for each consequential AI workflow to reveal the hidden human costs of its automation strategy, according to behavioural scientist Dr Gleb Tsipursky. In a letter responding to a Guardian report on Lloyds' plan to cut £2bn in costs through AI-powered changes, Tsipursky argues that financial targets alone cannot capture the true impact of automation on workers and customers.
The Hidden Burden of AI Failures
Tsipursky, based in Columbus, Ohio, highlights that while banks often measure the minutes saved for employees using AI tools, they neglect the time colleagues spend checking invented facts, repairing customer messages, explaining rejected applications, and escalating errors. This oversight can make one team appear more productive while shifting risk and effort elsewhere in the organisation.
The letter, published in response to the Guardian's 30 July article on Lloyds' cost-cutting strategy, emphasises that a system may boost productivity metrics in one area but create unmeasured burdens in others. This hidden workload can affect customer service quality and employee morale.
Proposed Scorecard for Transparency
To address this, Tsipursky proposes that Lloyds should publish a comprehensive scorecard for each significant AI workflow. The scorecard should include:
- Total time saved across the process
- Error and rework rates
- Customer complaints
- Successful human interventions
- Changes to entry-level roles
Additionally, the scorecard should name the executive with authority to pause a system when evidence turns negative, ensuring accountability for AI performance.
Challenging Automated Recommendations
Tsipursky stresses that relationship managers and customers need a clear route to challenge automated recommendations. Staff must be able to report weak outputs without being branded as resistant to innovation. This psychological safety is crucial for effective oversight of AI systems.
Building Trust in AI Gains
While AI may shorten mortgage decisions and improve advice, these gains will only earn trust if Lloyds measures the entire workflow and demonstrates that £2bn in savings did not become hidden costs for workers and customers. The letter calls for transparency to ensure that efficiency gains do not come at the expense of employees or service quality.
Dr Gleb Tsipursky is a behavioural scientist known for his work on decision-making and risk management. His letter was submitted to the Guardian's letters section, which considers reader opinions for publication.
