$13M Series A to automate customer operations in financial services

Making exceptional customer experience the norm

In financial services, exceptional customer experience isn’t just about friendly chat support, it’s also about what happens behind the scenes. If your payment is blocked at 2 AM, the real issue is often a document verification queue, a delayed fraud investigation, or a complex compliance process that can last days.

Most CX AI solutions focus on the 20% of the experience that customers see: chat and call conversations. We also automate the 80% they don't see - the critical operational processes that truly shape the customer journey. These tasks include processing documents, screening for fraud or sanctions, and supporting customers in vulnerable situations. This is where experiences most often falter: payments waiting on reviews, accounts suspended for days, and customers stuck in specialist queues. You can’t deliver exceptional experiences by focusing only on the surface-level symptoms.

That’s why we built our AI to excel in these finance-specific and compliance-heavy processes, ensuring customer journeys are seamless from start to finish. Gradient Labs is the only AI platform that understands financial regulations as deeply as your compliance team.

Our deep focus on financial services is proving successful

We launched our AI agent in November 2024, and have since onboarded some of the most forward-thinking fintechs in Europe, including Plum (wealth management), Zego (insurance), Lendable (loans), Yonder (credit card), Nala, Sling (international money transfers), and many more.

Setting a new industry standard: The first live autonomous AI customer support for a large regulated bank

We’ve partnered with one of the largest regulated banks in the UK. That partnership delivered the landmark milestone of the first ever live autonomous AI customer support agent for a large regulated bank. While this partner is already known for one of the best customer experiences in banking, together we raised the bar, setting a new benchmark for what exceptional, AI-powered support looks like in financial services.

Our AI agent consistently achieves higher Customer Satisfaction (CSAT) scores than our partners’ best human agents

In every deployment, our AI doesn't just match the performance of existing customer service teams; it consistently surpasses them, often achieving higher CSAT scores than even the best human agents.

Superior compliance compared to human teams

Our AI also delivers superior compliance compared to human teams, measured by internal Quality Assurance (QA) reviews. It accurately identifies vulnerable customers, consistently detects complaints, and reliably avoids pitfalls such as giving unauthorized financial advice or tipping off.

Immediate bottom-line impact

Typically, our customers reach 40–60% auto-resolution rates – that is, customer contacts resolved without human involvement – within days without any custom integrations.

This approach allows us to start from each partners’ out-of-the-box resolution rates, and work together towards use cases like disputes, chargebacks, complaints handling, and financial difficulties, that require internal data, APIs, and ensuring that our AI agent faithfully uses these according to each partners’ Standard Operating Procedures (SOPs).

We’re building long-term partnerships

We know that outcome metrics alone are not the full picture: bringing an AI agent into any business is a long-term strategy. Because of that, we have AI delivery teams that work closely with each partner from implementation, through to trial, full rollout, and beyond. We share your automation goals and treat them as our own. Our teams use proprietary AI tools to identify the most promising opportunities to drive performance, ideas for refinements, and offer insights for partners on an ongoing basis.

What’s next?

The new funding enables us to double down on our vision: a world where financial services feel effortless – where payments never fail due to bureaucratic process delays, where compliance protects without frustrating, where every customer interaction feels like your best day of service.

We're rapidly expanding our platform, going beyond the tasks a generalist hire could execute with a standard operating procedure (SOP). We're building AI that doesn't just follow scripts, but makes the nuanced decisions that today are reserved for highly trained specialists. The kind of complex decision-making required in money laundering investigations, technical troubleshooting, and nuanced compliance scenarios. This is where we'll eliminate the final barriers to truly seamless customer experiences.

With a strong track record across European fintechs and UK banks, we’re now expanding into the U.S. to help automate support with AI that’s fast, compliant, and secure.

We're incredibly excited about the road ahead. If you want to deliver superb customer experiences that span the entire customer journey, we'd love to partner with you. We’re only an email away at hello@gradient-labs.ai

If you want to be part of a passionate, smart team tackling some of the most complex automation challenges in financial services – join us, we’re hiring!

Finally, we're grateful to our investors at Redpoint, Exceptional Capital, Liquid 2, LocalGlobe, and Puzzle Ventures, our many angels, our forward-thinking customers who've trusted us with their most critical processes, and our exceptional team who've made this journey possible.