United KingdomFinance and insurance2026 – ongoingLHV Bank (UK)
Gradient Labs AI agent for customer emails
LHV Bank moved UK retail customer emails to a live AI agent from Gradient Labs
Problem
The digital-only UK bank needed to answer routine customer emails around the clock without relying on a co-pilot model for human agents.
Approach
After a proof of concept earlier in 2026, LHV Bank put a Gradient Labs agent live on UK retail email. It handles lost cards, payment details, transfer queries and status updates from start to finish. It combines large language models with rules that limit the data and tools it can reach, set escalation points to staff, and govern complaints and vulnerable customers. Operations, risk and compliance teams can draft and test changes to its procedures before they go live.
Results
No published figures
Takeaway
The bank put hard limits and escalation rules around the model instead of leaving it open. The announcement gave no resolution rates or volumes.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
A press release carried by a fintech news site. It says LHV Bank's UK email support runs on a live Gradient Labs agent, describes the guardrails and escalation design, and gives no performance figures.
Full details are in the original sources.