Gradient Labs
We are building an autonomous AI agent aiming to resolve up to 80% of customer queries (incl. using actions and account data), enabling companies to scale CX with minimal human staff. The product caters to companies that aim to offer exceptional customer support and want a guarantee of good customer outcomes rather than a "best effort" automation.
Gradient Labs
The company provides an AI agent operating system that automates customer support using plain language SOPs, targeting enterprises with complex and regulated operations.
About
Needs Assessment
Active buying signals and potential business opportunities
Technology Requirements
AI-driven automation for customer support.
AI solutions, API integration, and existing platform support.
AI agents that can understand intent, handle inaccurate statements, leverage implicit knowledge, and deal with complex scenarios.
Large Language Models (LLMs) for natural language understanding and generation.
Platform to manage complex workflows and handle failures (e.g., Temporal Workflows).
Vector stores for efficient retrieval of relevant information.
Retrieval Augmented Generation (RAG) to improve AI agent responses.
Service Requirements
Customer support automation accessible to domain experts.
Enterprises seeking a customer support solution that can be tested thoroughly before deployment.
Continuous learning and improvement capabilities.
Supervising, evaluating, and course-correcting AI agents to ensure quality, observability, and safety.
Improving customer satisfaction and reducing customer effort.
Infrastructure Requirements
Engine for AI agents to follow SOPs.
Integration with existing customer support systems and data sources.
Support for existing platforms (Intercom, Zendesk, Freshdesk) or the need for API access to integrate with in-house platforms.
Robust infrastructure to support Temporal Workflows and Activities.
Scalable infrastructure to support AI agent processing and data storage.
Talent Requirements
AI/ML expertise to develop and maintain AI agents.
Customer support domain expertise to train and fine-tune AI agents.
Engineers to integrate AI agents with existing systems.
Skills in LLMs, RAG, and other relevant AI technologies.
Skills in Python.
Expertise in building safe and scalable agentic systems.
AI Insights
Growth Trajectory
The company's focus on automating a significant portion of manual customer ops work, coupled with expansion into new industries and the development of new AI agent skills, indicates strong growth potential.
Market Opportunity
The company has a strong market opportunity in providing AI-driven customer support automation that goes beyond traditional chatbots, particularly in regulated industries and companies with complex customer support needs.
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