The best customer support hire you'll ever make
The best customer support hire you'll ever make
Our AI agent expertly handles complex customer chats end-to-end, learning from plain language procedures — no code, no decision trees, no workflows.
Our AI agent expertly handles complex customer chats end-to-end, learning from plain language procedures — no code, no decision trees, no workflows.
Can I change my flight?
Can I change my flight?
Can I change my flight?
Core features
Core features
Core features
Introducing Otto — a procedural AI agent
90% of customer service handling time isn’t spent fetching answers to straightforward questions. People bounce around topics, use unexpected language, and want help that involves checking policies, reviewing data, or actually doing something – that’s complex, and involves relying on written procedures.
Procedure following AI agent
Most chatbots can’t handle this complexity, but our agent can read and synthesise any plain language guidance.
Absorbs your collective wisdom
Learns about your company, products and customers’ needs by reading your knowledge base and previous support chats, and gets smarter all the time.
Unearths actionable insights
Categorises, weighs and surfaces the issues your customers are facing totally automatically.
Easy integration
Sits on your existing support platform, so no risky time-consuming replatforming.
Conversation, not exasperation
Doesn’t feel like negotiating with a brick wall. Responds naturally and sensitively in conversation, just like a human would.
Total confidence before you deploy
Test everything end-to-end in our web app before our agent gets near any actual customers.
Procedure following AI agent
Most chatbots can’t handle this complexity, but our agent can read and synthesise any plain language guidance.
Absorbs your collective wisdom
Learns about your company, products and customers’ needs by reading your knowledge base and previous support chats, and gets smarter all the time.
Unearths actionable insights
Categorises, weighs and surfaces the issues your customers are facing totally automatically.
Easy integration
Sits on your existing support platform, so no risky time-consuming replatforming.
Conversation, not exasperation
Doesn’t feel like negotiating with a brick wall. Responds naturally and sensitively in conversation, just like a human would.
Total confidence before you deploy
Test everything end-to-end in our web app before our agent gets near any actual customers.
Procedure following AI agent
Most chatbots can’t handle this complexity, but our agent can read and synthesise any plain language guidance.
Absorbs your collective wisdom
Learns about your company, products and customers’ needs by reading your knowledge base and previous support chats, and gets smarter all the time.
Unearths actionable insights
Categorises, weighs and surfaces the issues your customers are facing totally automatically.
Easy integration
Sits on your existing support platform, so no risky time-consuming replatforming.
Conversation, not exasperation
Doesn’t feel like negotiating with a brick wall. Responds naturally and sensitively in conversation, just like a human would.
Total confidence before you deploy
Test everything end-to-end in our web app before our agent gets near any actual customers.
Privacy and security
Privacy and security
Privacy and security
Security and AI safety are our highest priority
GDPR Ready
Fully compliant with GDPR for safe and secure data use
Auto quality assurance
Automated checks ensure consistent quality
Enterprise ready features
SSO, audit events and roles bases permissions
On a mission
On a mission
On a mission
Our mission is to make exceptional customer service the norm
Our mission is to make exceptional customer service the norm
Our mission is to make exceptional customer service the norm
Imagine an autonomous agent running every manual, repetitive operational process at the level you’d expect from your best employees, but at lightning speed and a fraction of the cost. An agent that learns from reading plain English procedures, with no code, no unwieldy decision trees, and no rigid workflows.
We’re starting with complex support queries automation, but we know that back office procedures which underpin customer operations are just as ripe for improvement – and you can’t fully fix one without addressing the other.
We see a future where every company has customer service with start-up speed and sensitivity, but enterprise security and scale.
Dimitri Masin
Co-founder, Gradient Labs
On a mission
On a mission
On a mission
Latest from the blog
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Sep 11
Making customer support automation as simple as writing a document
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👋 We're Gradient Labs
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Making customer support automation as simple as writing a document
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👋 We're Gradient Labs
And here's what we're up to ✨
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Going beyond RAG for customer support conversations
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Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Getting to a‘thank you’with an AI agent
Creating a natural and helpful conversation with an AI agent requires more than just numbers
Sep 11
Making customer support automation as simple as writing a document
Our vision on automation of procedural work in customer ops
Jul 23
👋 We're Gradient Labs
And here's what we're up to ✨
Apr 26
Going beyond RAG for customer support conversations
Chasing our ambition for superhuman quality support
Jun 10
Have questions?
Frequently asked questions
Why should we use Gradient's AI agent instead of Ada, Ultimate or Fin?
Those are all great products for certain companies. However, if you require any of the following you will probably be better served by us:
guaranteed quality where the AI agent performs on par or better than you current human agents
you have a complex business with 100eds of non trivial procedures
you aspire to automate 80% of current agents’ handling time rather then just the easiest tickets
you are a regulated company or just really care about risk management and strong governance
How does your pricing work?
We have a simple outcomes based pricing model where you pay only for successful query resolutions that our AI agent was able to deliver. No platform fees, no minimum volumes.
Are you offering co-pilots for our human agents?
No. You can think of us like hiring another agent onto your customer support team, i.e. we focus on end-to-end automation of interactions with a guaranteed quality without requiring another human in the loop.
How much technical integration does it require?
If you are on Intercom, Zendesk or Freshdesk you can experience the value of our product right on day 1 without any technical integrations. This will usually give you a resolution rate of 20-50% of the easiest customer queries (this number heavily depends on the nature of your business).
If you are looking for a real step change in automation, e.g. tackling 80-90% of all the handling time, this will require you to define procedures and integrate data points from your current systems. In that case we would work together with you as a project team to achieve the best results possible.
Can we use Gradient Labs' AI agent on top of our in-house support platform?
Yes. You can use our AI agent directly through our public API. Please reach out to discuss the details.
Have questions?
Frequently asked questions
Why should we use Gradient's AI agent instead of Ada, Ultimate or Fin?
Those are all great products for certain companies. However, if you require any of the following you will probably be better served by us:
guaranteed quality where the AI agent performs on par or better than you current human agents
you have a complex business with 100eds of non trivial procedures
you aspire to automate 80% of current agents’ handling time rather then just the easiest tickets
you are a regulated company or just really care about risk management and strong governance
How does your pricing work?
We have a simple outcomes based pricing model where you pay only for successful query resolutions that our AI agent was able to deliver. No platform fees, no minimum volumes.
Are you offering co-pilots for our human agents?
No. You can think of us like hiring another agent onto your customer support team, i.e. we focus on end-to-end automation of interactions with a guaranteed quality without requiring another human in the loop.
How much technical integration does it require?
If you are on Intercom, Zendesk or Freshdesk you can experience the value of our product right on day 1 without any technical integrations. This will usually give you a resolution rate of 20-50% of the easiest customer queries (this number heavily depends on the nature of your business).
If you are looking for a real step change in automation, e.g. tackling 80-90% of all the handling time, this will require you to define procedures and integrate data points from your current systems. In that case we would work together with you as a project team to achieve the best results possible.
Can we use Gradient Labs' AI agent on top of our in-house support platform?
Yes. You can use our AI agent directly through our public API. Please reach out to discuss the details.
Have questions?
Frequently asked questions
Why should we use Gradient's AI agent instead of Ada, Ultimate or Fin?
Those are all great products for certain companies. However, if you require any of the following you will probably be better served by us:
guaranteed quality where the AI agent performs on par or better than you current human agents
you have a complex business with 100eds of non trivial procedures
you aspire to automate 80% of current agents’ handling time rather then just the easiest tickets
you are a regulated company or just really care about risk management and strong governance
How does your pricing work?
We have a simple outcomes based pricing model where you pay only for successful query resolutions that our AI agent was able to deliver. No platform fees, no minimum volumes.
Are you offering co-pilots for our human agents?
No. You can think of us like hiring another agent onto your customer support team, i.e. we focus on end-to-end automation of interactions with a guaranteed quality without requiring another human in the loop.
How much technical integration does it require?
If you are on Intercom, Zendesk or Freshdesk you can experience the value of our product right on day 1 without any technical integrations. This will usually give you a resolution rate of 20-50% of the easiest customer queries (this number heavily depends on the nature of your business).
If you are looking for a real step change in automation, e.g. tackling 80-90% of all the handling time, this will require you to define procedures and integrate data points from your current systems. In that case we would work together with you as a project team to achieve the best results possible.
Can we use Gradient Labs' AI agent on top of our in-house support platform?
Yes. You can use our AI agent directly through our public API. Please reach out to discuss the details.
Get started
The best customer support hire you'll ever make
Get started
The best customer support hire you'll ever make
Get started