News
LHV Bank goes live with AI agents for customer email support, built on Gradient Labs
LHV's UK bank now answers routine customer emails with a Gradient Labs agent and hands sensitive cases to staff. It follows a proof of concept earlier this year.
LHV Bank's UK customers who email about a lost card, a payment they don't recognise or a transfer can now get an answer straight away, at any hour. The bank has moved its Gradient Labs agent from a proof of concept earlier in the year into production.
The interesting part is how tightly it's fenced in. LHV's own teams decide which journeys the agent handles and what it's allowed to do. Every change is tested and signed off before release. Anything sensitive or complex, or anything outside its approved procedures, goes to a person. LHV says hard-coded guardrails control what data and tools the agent can touch and how complaints and vulnerable customers are handled. Customer data isn't used to train the models.
Why it matters: This is about as clear a template as you'll find for running customer-facing AI inside a regulated bank. Copy the controls into your next vendor contract.
Sources: Finextra
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