The first voice AI engineered to handle sensitive, regulated customer conversations without sacrificing speed or compliance, and capable of full case resolution.
Gradient Labs, the conversational AI platform purpose-built for financial services, announced the launch of its new Voice AI Agent – the first system engineered to deliver fast, natural support while meeting the regulatory and operational standards of banks and fintechs.
For years, voice support in finance has been stuck between two flawed options. Traditional IVR (Interactive Voice Response) systems were rigid, slow, and incapable of handling real customer problems. Newer AI voice tools sound smooth but often fall apart the moment a call becomes sensitive – especially when customers mention fraud, show signs of vulnerability, or require regulated handling.
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Gradient Labs built its voice agent to remove this trade-off entirely. “Voice in finance has always been unpredictable,” said Dimitri Masin, Co-Founder and CEO of Gradient Labs. “We built a voice agent that responds quickly, feels natural, follows the correct procedures, and carries the same regulatory discipline your best human agents use every day.”
Key capabilities of the Voice AI Agent:
- Clarifies intent before acting by asking targeted follow-up questions instead of guessing, ensuring it understands what the customer actually needs.
- Uses parallel reasoning for real-time accuracy by evaluating multiple reasoning paths at once and selecting the correct one instantly without cutting safety checks.
- Applies procedure-aware intelligence by recognising when a regulated process requires a specific sequence, when to double-check a detail, or when subtle language signals a deeper issue.
- Integrates directly with back-end systems to update accounts, submit claims, trigger workflows, and complete operational tasks automatically.
- Delivers end-to-end case resolution by following the full operational procedure – including back-office actions – to fully resolve complex issues in a single call.
Behind the scenes, the platform runs compliance guardrails on every turn of conversation. These guardrails prevent false promises, inappropriate disclosures, mishandling of vulnerable customers, or responses that could compromise a fraud investigation. This approach mirrors how experienced human agents operate – but at far greater speed and consistency.
The result is a system that keeps voice conversations really flexible while remaining safe and compliant. It’s also easy to get started – banks and fintechs can try the agent instantly without setting up a dedicated line.
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