LHV Bank Tests AI Agents for Email Customer Support
LHV Bank is running a proof-of-concept with Gradient Labs to test agentic AI systems for handling retail customer email inquiries. The initiative will measure whether AI can improve response quality and speed while keeping human staff in control of decisions.
The bank will test selected use cases in a controlled environment with emphasis on explainability and auditability. Any system that moves forward will require human oversight and compliance with the bank's governance and regulatory requirements.
Kris Brewster, interim CEO of LHV Bank, said: "Customer support is a critical touchpoint for retail banking, and the potential use of agentic AI in this area is an exciting opportunity to enhance our service offering. This proof of concept allows us to explore how agentic AI could support our teams with email-based customer enquiries, while keeping human judgement and customer protection firmly in place."
Context: LHV's AI Expansion
LHV Bank licensed ChatGPT Enterprise in March 2023, giving all employees unlimited access to the generative AI tool. The bank also recently adopted AI technology from Luminance to streamline legal contract workflows.
The email support PoC fits into a broader strategy of testing AI tools across different business functions. For customer-facing roles, the bank is being deliberate about where and how it deploys these systems.
What This Means for Support Teams
If the PoC succeeds, customer support staff would use AI to draft responses or flag routine inquiries, but humans would retain final approval before any message reaches a customer. The goal is to reduce time spent on repetitive tasks, not replace support workers.
Learn more about AI for Customer Support and how Generative AI and LLM systems are being applied in financial services.
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