As nearly one in three consumers abandon brands due to poor customer experience, Gradient Labs’ entry into the U.S. market couldn’t come at a better time. The company aims to help financial institutions automate the majority of customer operations while maintaining strict regulatory compliance through its advanced AI support agent.
Over the past year, leading European fintechs including Zego, Plum, Nala, and Sling Money have adopted Gradient Labs’ technology to transform their customer support operations. The platform now serves more than 32 million end-users, achieving impressive results such as 40–60% resolution rates from day one, faster response times, and customer satisfaction (CSAT) scores between 80% and 98%.
The U.S. expansion comes on the heels of an exceptional growth year for Gradient Labs. The company closed a $13 million Series A funding round, was recognized among the top 11 AI agent startups to watch, and named one of Europe’s 50 most promising startups. Its Co-founder and Chief Scientist, Danai Antoniou, was also honored as one of Europe’s 100 women shaping the future of the tech ecosystem.
In addition to market growth, Gradient Labs has significantly advanced its AI capabilities. What began as a chat-based support solution has evolved into a multi-channel platform that includes phone, SMS, email, and back-office automation for complex, compliance-critical workflows such as fraud investigation, payment disputes, complaint handling, and anti-money laundering (AML) reviews. The company also continues to enhance proactive outbound communication to further streamline customer operations.
To drive its next stage of expansion, Gradient Labs has appointed Zan Faruqui as Head of Go-To-Market (GTM). Zan, a former founder and sales leader at Braze, brings deep experience in scaling high-growth technology firms. The company also plans to onboard a Head of Marketing and a Head of AI Delivery in the coming weeks.
“Regulated industries have long been constrained by compliance challenges, preventing them from fully benefiting from automation,” said Dimitri Masin, CEO of Gradient Labs. “With Gradient Labs, financial institutions no longer have to choose between efficiency and compliance. We’ve proven our model in Europe, and now we’re ready to bring secure, compliant, and intelligent AI support to the U.S. market.”
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