Gradient Labs wins Bronze at The Money Awards for banking AI

Gradient Labs won Bronze in the AI & Automation sub-category of the Banking category at The Money Awards 2026, announced at Money20/20 USA in Las Vegas on Oct. 18. The award highlights live production results from the company’s AI customer support agents, which now serve more than 32 million end users across financial services.

Why it matters: - The award spotlights AI tools that are already working in live banking and financial services operations, not just in pilots. - Gradient Labs’ systems are handling high-friction customer work such as disputes and know-your-customer checks, which can reduce manual workloads for lenders, insurers and fintechs. - The recognition comes as financial firms look for automation that can show measurable results and comply with regulated-industry requirements.

What happened: - Gradient Labs won Bronze in the AI & Automation sub-category of the Banking category at The Money Awards 2026. - The announcement came at Money20/20 USA in Las Vegas on Oct. 18. - To qualify in the Banking category, products had to show at least 12 months of measurable results in live production. - Gradient Labs’ agent, launched less than two years ago, is already resolving cases end to end.

The details: - The company’s AI agents handle operational work behind disputes, KYC checks and other complex financial services requests. - The agents run in production with lenders, insurers and fintechs. - The platform now serves more than 32 million end users. - At savings and investment app Plum, the agents achieved 80% customer satisfaction and a 52% resolution rate on day one. - At insurer Zego, the agents reduced call volumes by 25%. - The Money Awards recognize innovation and impact across global financial services and technology. - Industry leaders choose the winners through a multi-stage judging process.

Between the lines: - The award criterion favors vendors that can prove operational performance after deployment, which can make live customer support automation more credible to banks and insurers. - Gradient Labs is positioning its product around regulated-industry reliability, not just conversational AI features. - CEO and co-founder Dimitri Masin said the hardest part is not the agent itself, but the system around it, including design, maintenance and monitoring once it is live.

What's next: - Gradient Labs says expansion is underway in the US. - The company will likely continue using production metrics and customer outcomes as proof points for future growth. - More financial institutions may evaluate similar AI agents as they look to lower service costs and automate repetitive operations.

The bottom line: - Gradient Labs is turning AI customer support into a measurable banking product, and the Bronze win gives that approach outside validation.