LHV Bank to explore AI customer support with Gradient Labs
The initiative will focus on email-based communications and assess how AI systems can support customer service teams in handling enquiries more efficiently and consistently.
LHV Bank is undertaking a proof of concept with Gradient Labs to explore the use of agentic artificial intelligence (AI) in retail customer service.
The initiative will focus on email-based communications and assess how AI systems can support customer service teams in handling enquiries more efficiently and consistently.
LHV Bank said the proof of concept will evaluate how agentic AI, which can plan, reason and take controlled actions within defined workflows, could improve response quality and turnaround times, while maintaining human oversight.
The collaboration will involve testing selected use cases in a controlled environment, with a focus on explainability and regulatory compliance.
Gradient Labs specialises in AI systems designed to support sensitive customer interactions within financial services, with an emphasis on safe deployment.
LHV Bank said the initiative forms part of its wider approach to responsible innovation and improving customer experience through emerging technologies.
Kris Brewster (pictured), 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.”
Dimitri Masin, CEO of Gradient Labs, added: “We’re pleased to collaborate with LHV Bank on this initiative.
“With retail banking, we know how important it is to deliver speed, accuracy, and empathy in one-on-one customer interactions.
“Being able to do it at scale, and safely within this highly regulated environment, is a huge leap forward for customer support in financial services.”
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