LHV Bank Deploys AI Agent for UK Email Support

Oct 20, 2026
LHV Bank has deployed a Gradient Labs AI agent to answer routine customer emails in the UK, with complex or sensitive cases passed to support staff.

LHV Bank said in an announcement that it has moved its AI customer support agent from an earlier proof of concept into live use for UK retail customers. The agent, powered by Gradient Labs, answers routine email questions about lost cards, payments, transfers and existing requests at any time.

The system handles approved customer service procedures from start to finish. It passes sensitive, complex or unsupported cases to LHV Bank staff, while the bank defines its permitted processes, tests changes and monitors service quality.

The agent combines large language models with controls governing data access, available tools, blocked actions and escalation procedures. LHV Bank says customer data is accessed only during live interactions and is not used to train models or build the agent.

The bank plans to add more UK email support procedures. LHV Bank and Gradient Labs will also consider live chat, voice, onboarding, identity checks, financial crime workflows and possible use in the bank's Estonian operations.

We hope you enjoyed this article

Consider subscribing to one of our newsletters like Finance AI Weekly or Daily AI Brief.

Also, consider following us on social media:

AI in Finance AI Brief AI Brief (X)
Free newsletter

Finance AI Weekly

Weekly newsletter about AI in finance. Covers AI-driven trading, fintech innovations, and data analytics transforming markets

AI Token Webinar

Industry analysis

2025 Global Business Services Agenda: Gen AI Takes Center Stage

The Hackett Group

This industry analysis by The Hackett Group explores the transformative impact of generative artificial intelligence (Gen AI) on global business services (GBS) in 2025. The study highlights the shift from exploration to acceleration of Gen AI initiatives, with 89% of executives advancing these projects to improve customer satisfaction, innovate products, and reduce costs. The report also discusses the challenges and strategies for successful Gen AI adoption, emphasizing the need for a technology-enabled operating model and the importance of reskilling the workforce.

Read more

You may also like

Free, six days a week

Daily AI Brief: the AI news that matters, in your inbox.