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.

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.

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.