Gradient Labs, a conversational AI platform built specifically for financial services, is launching in the United States following a year of rapid growth in Europe. The company, which provides an AI support agent to automate customer operations for regulated industries, is entering the US market to bring its compliant AI solution to American financial institutions.
The US launch follows a period of significant growth for the European-based fintech. Gradient Labs recently closed a $13million Series A funding round and was named one of Europe’s 50 most promising startups. The platform now reaches over 32 million end-users through its partnerships with leading European fintech companies, including Zego, Plum, Nala, and Sling Money.
An AI agent built for compliance
Gradient Labs was founded in 2023 by Dimitri Masin, Neal Lathia, and Danai Antoniou, all of whom were early employees at the UK challenger bank Monzo, where they worked on AI systems for fraud detection and customer support automation.
The company’s AI agent is designed to automate the majority of customer operations for financial institutions. The platform has evolved from chat-based support to a multi-channel system covering phone, SMS, and email. It is also built to handle complex back-office investigations, such as fraud, payment disputes, complaint handling, and money laundering investigations—workflows that the company states alternative AI solutions often struggle with.
“Held back by strict standards, regulated sectors have had to watch other industries benefit from automation,” said Dimitri Masin, chief executive officer of Gradient Labs. “With Gradient Labs, it’s no longer a choice between efficiency and compliance. We’ve proven this model in Europe – now we’re ready to bring compliant, secure, and trusted AI support to US financial institutions.”
European performance and new US leadership
The entry into the US market comes at a time when, according to Gradient Labs, nearly a third of consumers have stopped using a brand due to poor customer experience. The company reports that its platform has delivered strong results for its European clients, with 40-60 per cent resolution rates from day one and customer satisfaction (CSAT) scores ranging from 80 to 98 per cent.
To lead its next phase of growth, Gradient Labs has hired Zan Faruqui as its head of go-to-market. Faruqui is a former founder and was previously a sales leader at Braze. The company has also hired a new head of marketing and a head of AI delivery, who are expected to join in the coming weeks.
