LHV Bank Tests AI Agents for Email Support With Gradient Labs
LHV Bank is running a controlled trial with Gradient Labs to determine whether AI agents can handle customer email inquiries faster and more consistently than current methods. The test will focus on a limited set of support cases, with particular attention to whether the system can explain its decisions and maintain clear accountability.
The bank, which launched its UK retail offering last May and has since accumulated over £1 billion in deposits, wants to understand how AI agents and automation could support its support teams without compromising transparency or auditability.
Kris Brewster, interim CEO of LHV Bank, said the partnership "allows us to explore how agentic AI could support our teams with email-based customer enquiries." He described customer support as "a critical touchpoint for retail banking."
The findings will shape how LHV Bank develops internal frameworks for advanced AI systems and approaches AI for customer support more broadly.
Who is Gradient Labs?
Gradient Labs was founded in 2023 by three former Monzo employees: Dimitri Masin, Neal Lathia, and Danai Antoniou. The company operates an AI support platform used by fintech firms including Wise, Yonder, Plum, Pockit, and Zego.
LHV's Existing AI Infrastructure
This partnership is part of a broader push by LHV Bank to integrate AI into operations. The bank already uses:
- Luminance for legal contract workflows
- Nets for fraud prevention
- OpenAI's ChatGPT Enterprise
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