Gradient Labs, an artificial intelligence startup focused on redefining customer service in regulated industries, has announced a $13 million Series A funding round led by Redpoint Ventures. This investment, with contributions from Localglobe, Puzzle Ventures, Liquid 2 Ventures, and Exceptional Capital, is set to fuel the expansion of Gradient Labs’ technology, marketing, sales, onboarding, and customer success teams, alongside increased research and development efforts. The startup’s AI solutions have already garnered user satisfaction scores of up to 98% among established customers, showcasing its potential to automate more complex processes without compromising service quality.

The challenge of meeting customer service expectations is more pressing than ever, with businesses spending up to $13.50 per interaction and 66% of customers expecting minute-range responses. A single negative experience can drive away one in three customers, while 87% of service agents report high job-related stress. AI tools offer a solution by accelerating response times and reducing workloads, yet current offerings only address 25% of customer operations costs, leaving a significant gap, especially in regulated industries.

Tom Blomfield, former CEO of Monzo, highlights the critical role of purpose-built solutions like Gradient Labs in bridging the gap between compliance and innovation. Gradient Labs’ AI agent automates repetitive tasks across the customer operations cycle, achieving a 90% query resolution rate and a 98% quality assurance pass rate, outperforming human agents and reducing costs by 75%. Dimitri Masin, CEO of Gradient Labs, emphasizes the dilemma faced by financial service companies: the need to meet immediate service expectations while navigating heavy regulation. The funding round underscores the demand for reliable AI customer service agents in these sectors.

Alex Bard, Managing Director at Redpoint Ventures, praises the Gradient Labs team for their founder-market fit and early success, including securing nine customers within three months post-launch, among them one of Europe’s largest banks. This partnership aims to support Gradient Labs in achieving its ambitious goals of transforming customer operations in regulated industries through innovative AI solutions.

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