LHV Bank to pilot an AI customer support proof of concept with Gradient Labs

LHV Bank is undertaking a Proof-of-Concept with Gradient Labs to explore the use of agentic artificial intelligence to support retail customer service, with a focus on email-based communications.

The PoC will assess how agentic AI systems could assist customer support teams in handling customer enquiries more efficiently and consistently. The initiative will explore opportunities to improve response quality and turnaround times, with appropriate human oversight and alignment with LHV Bank’s governance, risk and regulatory requirements.

Through the collaboration, LHV Bank and Gradient Labs will test selected use cases in a controlled environment, with a strong emphasis on explainability, auditability and clear accountability.

“Customer support is a critical touchpoint for retail banking, and the potential use of agentic AI in this area is an exciting opportunity to enhance our service offering,” says Kris Brewster, Interim CEO of LHV Bank. “This proof of concept allows us to explore how agentic AI could support our teams with email-based customer enquiries, while keeping human judgement and customer protection firmly in place.”

LHV Bank in March last year signed a deal with OpenAI to licence ChatGPT Enterprise, providing unlimited access to the GenAI toolset for all of its employees. More recently the London-based bank began using artificial intelligence technology from Luminance to streamline legal contract document workflows.