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Gradient Labs Reviews & Product Details

Gradient Labs is a conversational AI platform built for the financial services industry. The platform's AI agent integrates seamlessly with existing customer support platforms while going beyond frontline support automation. Unlike generic AI platforms that struggle with regulatory complexity, Gradient Labs was engineered from the ground up to understand the nuanced requirements of regulated financial environments. The AI agent automates everything from routine support queries to sophisticated back-office processes including fraud investigations, payment disputes, complaint handling, money laundering investigations, and other compliance-critical workflows that typical AI solutions cannot handle. Gradient Labs includes comprehensive security features such as SOC 2 certification, SSO capabilities, detailed audit logs, and role-based permissions to meet the stringent requirements of financial institutions. The platform delivers immediate operational impact with 40-60% auto-resolution rates achieved within days of deployment without requiring custom integrations. Trusted by forward-thinking financial innovators like Yonder, Plum, Sling Money, Lendable, Nala, Penfold, Zego, Rain, and more, Gradient Labs transforms customer experience with AI that understands the complexity and nuance of regulated industries.

Seller

Gradient Labs

Languages Supported

German, Greek, English, French, Italian, Spanish

Product Description

Gradient Labs is a London-based AI startup founded in 2023, specializing in developing autonomous AI agents designed to automate manual, repetitive tasks, particularly in customer support operations. Their flagship product is an AI agent capable of resolving up to 80% of customer queries, including those requiring actions and access to account data, thereby enabling companies to scale customer experience operations with minimal human intervention.

Overview by

Dimitri Masin

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Gradient Labs Media

Our AI agent can read and synthesize any plain language guidance.

Our AI agent can categorize, weigh, and surface the issues your customers are facing.

Our AI agent responds naturally and sensitively, just like a human agent.

Gradient Labs Reviews (3)

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RP

Rhys P.

Performance Optimisation Manager

Mid-Market (51-1000 emp.)

9/4/2025

"Redefining Customer Support in Insurance with Gradient Labs"

5/5

What do you like best about Gradient Labs?

We’ve been with Gradient Labs for seven months, and in that time, we’ve completely redefined how we deliver support to our customers. Before Gradient, we struggled with chatbots that never quite met the high stakes of financial services, where getting customer support wrong can ruin lives and erode trust. Gradient changed that. Their chatbot is built specifically for financial services, by a team with deep expertise in the industry. The best part? Our customers consistently say the chatbot feels like the most knowledgeable agent on the team, some even joke it deserves a promotion! That level of trust and confidence is invaluable. Review collected by and hosted on G2.com.

What do you dislike about Gradient Labs?

“Dislike” feels too strong, but it’s fair to say Gradient is still a startup. That means you might not always find the same flashy features or polish that larger competitors offer. But we see this as a positive. You get to watch the product grow with you, and you have a direct hand in shaping its future. No request is ignored, and most are implemented within a reasonable timeframe, something we never experienced with bigger companies, where ideas often disappear into an endless backlog. Review collected by and hosted on G2.com.

What problems is Gradient Labs solving and how is that benefiting you?

Gradient Labs has significantly reduced inbound traffic to our human agents. The vast majority of customer queries are now resolved by the chatbot, meaning our people only need to step in for queries that require direct action such as policy changes, sales, or technical issues. This improves efficiency and ensures our agents can focus on high-value conversations. We are also working with Gradient to expand coverage into those more complex use cases, so the benefits will only keep growing. Review collected by and hosted on G2.com.

JM

James M.

Chief Technology Officer

Mid-Market (51-1000 emp.)

8/29/2025

"Top Platform, Top People, Top Results"

5/5

What do you like best about Gradient Labs?

The Gradient platform was straightforward to set up and started delivering value from week one. Their team has been fantastic - always responsive, supportive, and proactive in guiding us to get the most out of the platform. Within a short period, we’ve already seen 70–80% of tickets resolved successfully, which has significantly reduced the pressure on our customer support team. Both the technology and the people behind it have been outstanding - and we’d choose Gradient over the likes of Fin AI any day. Review collected by and hosted on G2.com.

What do you dislike about Gradient Labs?

As early adopters, we experienced some inevitable teething issues and noticed a few capabilities missing compared to more established players like Fin AI. That said, this was expected at this stage, and the Gradient team have consistently been quick to respond to issues and receptive to feedback. They’ve worked out solutions rapidly and delivered new features at pace whenever needed. Review collected by and hosted on G2.com.

What problems is Gradient Labs solving and how is that benefiting you?

Gradient’s platform now handles all of our customer support queries—providing accurate answers and actioning processes as required. It integrates seamlessly with our backend systems to manage tasks such as cancellations, order updates, and a wide range of other actions. This has significantly reduced the load on our customer support team, enabling us to scale without additional hires and eliminating the cross-team communication previously needed to complete certain tasks. Customers are receiving high-quality responses—scoring on par with human agents—delivered more quickly and efficiently. Review collected by and hosted on G2.com.

MG

MC G.

VP Strategy & Operations

Small-Business (50 or fewer emp.)

10/24/2025

"Building our operations with Gradient Labs at the center"

5/5

What do you like best about Gradient Labs?

We were one of Gradient Labs's very first customers, and we've in many ways built our operations around the Gradient Labs product. Otto (our AI bot) now provides first response (instantly) to 100% of inbound chats, and resolves 40%+ of them without ever needing to reach a human. That means 1- we can keep our support team small and 2- we can preserve agent time for the more complex and edge case queries. The team are super responsive and great to work with as well. Review collected by and hosted on G2.com.

What do you dislike about Gradient Labs?

Gradient Labs are an early-stage startup. I think this is a good thing (the product is always developing and they move quick), but this means there are bugs, issues, etc. Review collected by and hosted on G2.com.