We're at Fintech Meetup Europe in Lisbon from 6th to 8th October. 🇵🇹 Our CEO @dimitrimasin joins the day 1 panel "Replace or Reshape? Designing the Workforce of the Future” to talk about what actually changes for customer operations teams when AI agents take on the work. We've also got meeting slots across the three days for banks, insurers, and fintechs looking at automating frontline and back-office work. Drop a comment or DM us to book one. 🤝

We spent last week in Lisbon for our first team offsite. 🙌 This was a great opportunity for our new joiners to meet the old crew, connect in person with the teams spread across time zones, and align on the exciting goals that will shape our strategy in 2027. Highlights from the week included: 🦾 A hackathon, where small groups brainstormed innovative new capabilities for our agents or automated a process dragging down the day to day. 🏄 Surf class, tile painting, and a morning workout led by our very own Ashley Rosenthal. 📈 Long-term vision alignment sessions from leadership, paired with practical workshops to help teams hone in on their goals and priority projects. 🌊 Seaside walks, bonfires, and yoga. We’re back in our regular offices feeling more connected as a team and fired up with new ideas to take us to 2027 and beyond. 🚀

You can now find Gradient Labs listed as a supplier member of the Credit Union Executives Society (CUES). 🎉 Our team came together through relationships built over a decade in UK fintech, so we understand the importance of community and building something for people who trust you. 🤝 We also know our AI agents make the biggest difference to lean teams carrying more volume than headcount. At Zego, our AI agent scores a 77% customer satisfaction rating against 61% for their human agents, and we hold 90% CSAT on disputes at Yonder. That's why we're confident we can help credit union member experience teams move faster, without losing the human touch that members actually notice. If you're in the community, come say hi. 👋

In his recent post for Weekly Fintech Digest, @linasbeliunas made the case that finance’s AI copilot era is over, and the future belongs to autonomous agents that handle entire workflows and hand off to each other like a team. 🤖 He’s right. And for our customers, this isn’t future state: it’s how they’ve already chosen to integrate AI agents, and it’s working. The capability Linas flags as what’s next, agents that pass work to each other and improve like humans, is live for us today. Our frontline and back-office agents hold context and hand cases between themselves across disputes, collections, and KYC. And a few weeks ago we launched Collaborate, where operators, engineers, and AI agents build, test, and improve the same agent as peers, with version control, evals, and continual learning built in. Collaborate better empowers human teams and AI agents to work side by side. 🦾 Find out more: eu1.hubs.ly/H0y7mkd0

Our team spent a few days in Atlanta last week at Fintech South, where we also teed up for some Topgolf in between conversations with senior leaders in banking, payments, and fintech. ⛳ Our biggest swing of the conference? Explaining that our AI agents have already sailed far past the pilot stage and into deployment at scale for banks and fintechs worldwide. Disputes? Automating 150% faster. CSAT? Outpacing human teams. 🦾 All par for the course over here.

Last week, we launched Collaborate. Now, anyone can improve our AI agents like code, no matter where they work. Dive deeper into the launch on our blog, co-authored by our CTO @neal_lathia and Head of Marketing @emmalynefurlong here: gradient-labs.ai/blog/introd…

See you real soon, NYC. 🗽 We’ll be at Finovate Fall, and our CEO @dimitrimasin will be on the mainstage for a panel with Royal Bank of Canada, Prudential, and the University of Michigan Credit Union. The question on the table: as agentic AI moves past live pilots, where are financial institutions actually making or saving money? 💰 If you’re in NYC the week of September 9th, drop us a line! Our team on the ground would love to connect.

We believe in a future where anyone in financial services has the tools to one-shot production-grade agents. Getting there safely, as agents multiply across departments and use cases, will require operators, engineers, and AI agents to work as peers.

Collaborate lets every team improve the agent without leaving the tools they know best: eng in git, ops in a web product, and both with their AI agent of choice. Wherever a change comes from, the process is the same: drafted on a branch, run against your test suite, and approved as a pull request before merging into the live agent.

If you run an AI agent in financial services, you know it's shaped by many hands: ops writes the procedures, eng wires up the tools, QA and compliance decide what's safe to launch. In the best case, that all lives in hundreds of documents. No version history, no review, and no answer to who changed what, and when.

Today we're launching Collaborate: edit your AI agent like code, in the tools your teams already know and love. Learn more below or at gradient-labs.ai/product/col…

✨ New guide alert: everything we’ve learned about how to evaluate an AI agent from working with banks and fintechs every single day. Read the full guide here: eu1.hubs.ly/H0xwVKQ0

Yes, that’s a photo of us from last year’s team offsite, splashed on the page of @TFNBreakingNews . 🚀 We’re thrilled to be named one of the top 10 UK fintechs to watch, and the timing couldn’t be better as we gear up for our next team offsite in a few weeks. We’re so much bigger now, we’re going to need 0.5 zoom on that camera to get us all in the picture. 📸

@yondercard used to need 5-7 days to close each disputes case. Now these cases are resolved in 1-2 days. The major UK fintech automated disputes by connecting our frontline and disputes AI agents so a single case keeps its full context, from first message to final decision. Senior Escalations Manager Antony Atkins put it this way: “We've used plenty of AI tools, and nothing else has come close to this, especially for disputes. It helps that Gradient Labs genuinely knows financial services; we're working with people who understand disputes as well as we do.” Disputes now close 150% faster, 80% of cases arrive fully evidenced, and CSAT holds above 90% through the busiest weeks. Read how they did it in the thread. ⬇️

We had a full house in our office last week of founders and engineers across AI, backend, and infra. The discussions and networking were led by technical leaders Hayyaan Ahmad of Round Treasury, @nfcampos of Witan Labs, @emilsjolander of Legora, and our very own CTO @neal_lathia, who each presented their learnings on what it’s really like to build AI inside an AI-native company. Thanks to all who stopped by!

ICYMI: our CEO @dimitrimasin sat down with Rohan Basu, Global Head of Operations, and Jergan Callebaut, Product Lead for Customer Support at @Wise. Both work with Gradient Labs every day to handle customer operations at scale with safe, empathetic AI agents. Their conversation covered resolution over deflection, quality at scale, and the role of human teams in the moments where trust matters most. Check it out: eu1.hubs.ly/H0w_h1c0

Next week, four engineering leaders will share lightning talks on what they’ve built, diving into the infrastructure behind the AI agents that actually do the work. Join us on 30th July in London to hear from: ⚡ @nfcampos (Co-founder & CTO, Witan Labs, creator of LangGraph) ⚡ @neal_lathia (Co-founder & CTO, Gradient Labs) ⚡ @emilsjolander (Member of Technical Staff, Legora - previous Director of Eng at Figma) ⚡ Hayyaan Ahmad (Co-founder, Round Treasury) There’ll be drinks, networking, and a lot of engineering conversations. RSVP at the link in the thread.

We interrupt our regularly-scheduled content to bring you… the newest puppy in the office. 🤩 While Loaf has spent decent time on brand duty, Reece hasn’t figured out how to wear the “good bot” hat yet. 🤭 Want to join our team in London and meet these four-pawed friends IRL? We still have open roles. 🎉  (Link in the thread.)

Did you catch us on @AnthropicAI's website? 🎙️ We’re featured in a customer story about how our team uses Claude to automate customer operations for banks, fintechs, lenders, and more. Most AI support tools stop at the simple queries. This piece covers why we went after the complex, regulated work financial institutions actually escalate across frontline and back office systems, and why Claude's natural, accurate responses made it the right model to build on. When the bar is 80-90% resolution rate, the right technology matters. Link in the thread. ⬇️

🚨 Four engineering leaders, 12 minutes each. 🚨 If you’re an AI engineer, backend, infra, or founder building with agents, join us on 30th July in London to hear lightning talks from: ⚡ @nfcampos (Co-founder & CTO, Witan Labs, creator of LangGraph) ⚡ @neal_lathia (Co-founder & CTO, Gradient Labs) ⚡ @emilsjolander (Member of Technical Staff, Legora - previous Director of Eng at Figma) ⚡ Hayyaan Ahmad (Co-founder, Round Treasury) There’ll be drinks, networking, and a lot of conversations about what these teams have built that they didn’t think was possible before. RSVP at the link in the thread.