Barclays scales Claude to upgrade operations and improve client experience
Barclays scales Claude to upgrade operations and improve client experience
巴克莱银行扩展使用 Claude 以升级运营并改善客户体验
Barclays, the British universal bank, is expanding its strategic collaboration with Anthropic to integrate secure, enterprise-grade AI systems across its global operations. 英国全能银行巴克莱（Barclays）正在扩大与 Anthropic 的战略合作，旨在将其全球业务中的安全、企业级人工智能系统进行整合。
Barclays is extending Claude across the bank to accelerate software development, modernize legacy systems, and improve operational efficiency. As part of this rollout, Barclays expects Claude Code adoption to reach 50% of its developer population by the end of 2026, rising to a majority of software engineers in 2027. 巴克莱正在全行范围内推广 Claude，以加速软件开发、实现遗留系统现代化并提高运营效率。作为此次推广的一部分，巴克莱预计到 2026 年底，Claude Code 的采用率将达到其开发人员总数的 50%，并于 2027 年覆盖大多数软件工程师。
Barclays builds with Claude to better serve customers
巴克莱利用 Claude 更好地服务客户
Integrating AI across a large, complex, and highly regulated organization requires both capable technology and disciplined governance. Expanding its collaboration with Anthropic reflects a shared commitment to deploying AI responsibly, reliably, and in ways that deliver real outcomes, such as providing faster support for customers. 在一家规模庞大、复杂且受到严格监管的机构中整合人工智能，既需要强大的技术能力，也需要严谨的治理。扩大与 Anthropic 的合作反映了双方共同的承诺：以负责任、可靠且能带来实际成果的方式部署人工智能，例如为客户提供更快捷的支持。
“The true measure of any technology is the impact it has on customers, clients, and colleagues, and the outcomes it enables,” said Anne Marie Darling, Group Co-Chief Operating Officer at Barclays. “Expanding the use of Claude across Barclays is about more than adopting AI. It is about transforming how work gets done: reimagining processes, enhancing customer and client experiences, and building a simpler, more efficient organization within a secure and well-governed environment. By reducing time spent on routine activities and streamlining decision-making, we can enable colleagues to focus their expertise where it matters most, solving more complex problems, accelerating innovation, and delivering better outcomes for our customers, clients, and business.” “任何技术的真正衡量标准在于它对客户、委托人和同事产生的影响，以及它所带来的成果，”巴克莱集团联席首席运营官 Anne Marie Darling 表示。“在巴克莱全面推广 Claude 不仅仅是采用人工智能，更是为了改变工作方式：重塑流程、提升客户体验，并在安全且治理良好的环境中构建一个更简单、更高效的组织。通过减少在日常事务上花费的时间并简化决策流程，我们可以让同事们将专业知识集中在最重要的地方，从而解决更复杂的问题，加速创新，并为我们的客户、委托人和业务带来更好的结果。”
“Software engineering and cyber security are both being reshaped by increasingly capable AI systems,” said Craig Bright, Group Co-Chief Operating Officer at Barclays. “We’re moving towards AI as an increasingly agentic capability embedded within how we build, test, secure, and operate technology. At Barclays, we’re using Claude to help modernize legacy platforms, improve software quality, and allow our technical experts to focus on the most complex challenges. The combination of skilled engineers, cyber specialists, and trusted AI capabilities has the potential to fundamentally improve how technology is developed and managed across large-scale enterprises.” “软件工程和网络安全正被日益强大的 AI 系统重塑，”巴克莱集团联席首席运营官 Craig Bright 说道。“我们正迈向将 AI 作为一种日益具备自主代理能力的工具，并将其嵌入到我们构建、测试、保护和运营技术的方式中。在巴克莱，我们利用 Claude 来帮助实现遗留平台的现代化，提高软件质量，并让我们的技术专家能够专注于最复杂的挑战。熟练的工程师、网络安全专家与可信 AI 能力的结合，有潜力从根本上改善大型企业开发和管理技术的方式。”
Claude powers knowledge assistance to speed up customer servicing
Claude 赋能知识助手，加速客户服务
One example of the partnership already in action is Barclays’ Colleague Knowledge Assistant, which helps Barclays UK employees find information and answers more quickly when supporting their over 20 million UK retail customers. 此次合作的一个实际应用案例是巴克莱的“同事知识助手”（Colleague Knowledge Assistant），它能帮助巴克莱英国的员工在为超过 2000 万英国零售客户提供服务时，更快速地找到信息和答案。
The capability, which has been live since 2025, is powered by Claude through a retrieval-augmented generation architecture. More than 16,000 colleagues have adopted the assistant, and it has handled over one million searches. 该功能自 2025 年上线以来，由 Claude 通过检索增强生成（RAG）架构提供支持。目前已有超过 16,000 名员工采用了该助手，处理了超过一百万次搜索。
The result is faster access to information and quicker support for customers. 其结果是实现了更快速的信息获取，并为客户提供了更及时的支持。
Enhancing operational efficiency in Barclays’ Global Markets business
提升巴克莱全球市场业务的运营效率
Within Barclays’ Global Markets business, Claude models are helping streamline how client inquiries are processed and managed. 在巴克莱的全球市场业务中，Claude 模型正在帮助简化客户咨询的处理和管理方式。
Teams use Claude models to classify, enrich, and determine the optimal processing route for incoming emails, helping to prioritize and ensure requests contain the information needed for operations colleagues to take action. The platform processes approximately 120,000 emails each day, reducing manual handling activity while helping colleagues identify and act on relevant information more efficiently. 团队使用 Claude 模型对收到的电子邮件进行分类、丰富信息并确定最佳处理路径，从而帮助确定优先级，并确保请求包含运营同事采取行动所需的信息。该平台每天处理约 120,000 封电子邮件，在减少人工处理工作量的同时，帮助同事更高效地识别并处理相关信息。
Scaling AI responsibly
负责任地扩展人工智能
As Barclays continues to expand its use of AI, responsible deployment remains central to the partnership. The bank applies robust governance, security controls, and human oversight to AI use cases, ensuring technology is deployed safely and effectively across the organization. 随着巴克莱继续扩大人工智能的使用，负责任的部署始终是此次合作的核心。该银行对人工智能应用场景实施了稳健的治理、安全控制和人工监督，确保技术在整个组织内安全有效地部署。
“Our work with Barclays is a significant milestone for us in the UK. Barclays serves millions of customers and clients across the globe, so their standard for AI is high. That’s why Barclays is rolling Claude out with strong security and oversight,” said Paul Smith, Chief Commercial Officer at Anthropic. “Claude now helps 16,000 Barclays’ colleagues find answers for customers, sorts 120,000 emails a day, and will be in the hands of most Barclays engineers by 2027. Very few institutions hold AI to such a high standard.” “我们与巴克莱的合作是我们英国业务的一个重要里程碑。巴克莱在全球拥有数百万客户，因此他们对人工智能的标准很高。这就是为什么巴克莱在推广 Claude 时采取了严格的安全和监督措施，”Anthropic 首席商务官 Paul Smith 表示。“Claude 目前帮助 16,000 名巴克莱员工为客户寻找答案，每天处理 120,000 封电子邮件，并将在 2027 年前覆盖大多数巴克莱工程师。很少有机构能对人工智能保持如此高的标准。”
Looking ahead
展望未来
The expanded partnership reflects Barclays’ long-term commitment to using AI to improve productivity, strengthen resilience, and improve customer and client outcomes. By combining Anthropic’s frontier AI capabilities with Barclays’ focus on responsible innovation, the organizations are working together to scale practical AI applications across one of the world’s largest financial institutions. 此次扩展的合作反映了巴克莱的长期承诺，即利用人工智能提高生产力、增强韧性并改善客户成果。通过将 Anthropic 的前沿 AI 能力与巴克莱对负责任创新的关注相结合，双方正共同努力，在全球最大的金融机构之一中推广实用的人工智能应用。