The recognition underscores a shift in banking: AI is no longer just a chatbot novelty, but a production-grade operator handling disputes and compliance checks.
NY, UNITED STATES, October 20, 2026 /EINPresswire.com/ — Gradient Labs, an AI firm specializing in customer support agents for financial services, secured a Bronze win in the AI & Automation sub-category of the Banking category at The Money Awards 2026. The accolade was revealed at Money20/20 USA in Las Vegas on 18 October.
To be considered in the Banking category, entrants had to demonstrate at least 12 months of measurable success in live production environments. Gradient Labs’ agent, which has been on the market for under two years, is already tackling cases from start to finish, including the administrative legwork behind disputes, know-your-customer (KYC) verification and other intricate financial services requests.
These agents are currently deployed in production across lenders, insurers and fintechs, reaching more than 32 million end users. At savings and investment app Plum, the technology delivered 80% customer satisfaction and a 52% resolution rate immediately upon launch. At insurer Zego, call volumes dropped by 25%.
Dimitri Masin, CEO and co-founder of Gradient Labs, comments: “We started Gradient Labs with the belief that banks should run on auto-pilot, with compliant AI agents handling the customer operations that consume most of their energy today. That belief has paid off: our agents now reach more than 32 million end users, in some of the largest AI deployments in financial services. We’ve learned that the hardest part isn’t the agent itself, but the system around it: how it’s designed, maintained and monitored once it’s live. That’s why this award, which only counts results in production, means so much to us.”
The Money Awards celebrate innovation and impact across global financial services and technology. Winners are selected through a multi-stage judging process led by industry leaders.
About Gradient Labs
Founded in 2023, Gradient Labs is an artificial intelligence startup redefining customer operations for regulated industries. Its AI support agent learns company-specific products and processes, enabling it to handle complex customer queries reliably and safely. Gradient Labs was co-founded by Dimitri Masin, Neal Lathia, and Danai Antoniou – early employees of UK challenger bank Monzo. The company already powers AI support for leading European fintechs and can reach over 32 million end users, with expansion underway in the US.
Anna Maglysh
Movchan Agency Ltd
anna.maglysh@movchan.agency
Why it matters: This Bronze award validates that AI in banking has moved beyond pilot projects into measurable, scaled deployments. As more institutions watch Gradient Labs handle millions of users and cut call volumes, expect a faster race toward automated customer operations across the industry.
