LHV Bank, Gradient Labs Explore Agentic AI for Retail Customer Support

LHV Bank is a UK-regulated digital bank whose retail customer service operations must balance response times and accuracy with the protection of personal data. Agentic AI can plan, reason and perform controlled actions within predefined workflows. If it meets financial governance and audit requirements, the technology could help customer service teams handle routine and complex inquiries while reducing wait times and operational burdens.

LHV Bank said on March 30, 2026, that it had launched a proof of concept with financial-services AI platform Gradient Labs. The initial phase will focus on email support and test improvements in response quality, consistency and handling times. The project will operate in a controlled environment and retain human judgment, without fully automated customer decisions. The companies did not disclose the value or duration of the partnership, the number of cases involved or the number of customers covered.