Dimitri Masin
Chief Executive Officer, Co-Founder Gradient Labs
Dimitri Masin is the CEO and Co-Founder of Gradient Labs, the conversational AI platform transforming customer operations in financial services. An early employee at Monzo, Dimitri built the bank's AI and Data Science teams, helping it become one of the UK's most successful fintechs. During this time, he worked on some of the most challenging problems in customer operations and saw firsthand how AI could be used to solve them.
Prior to Monzo, Dimitri worked at Google and Osper. He is known for building high-performance technical teams and for developing responsible AI systems for regulated environments. His work has spanned large-scale automation, operational efficiency, and applied machine learning across product, engineering, and operations functions. He frequently speaks about the future of AI in banking and advises early-stage fintech and AI founders.
CX BFSI Exchange - Day 1
12:10 PM Gradient Labs - Event Partner Presentation: From Co-Pilot to Auto-Pilot: Real Stories from Banks Running AI Agents in Production
Most banks have now bought an AI co-pilot or a frontline support agent, and most are finding the return stops at around 60% automation. Those tools answer the first message, then hand the dispute, the KYC review, and the complaint back to a human, which is exactly where the cost and upside sit.
The banks and fintechs getting past that point have changed what they ask the AI to do. Rather than assisting a person with a case, the agent runs the whole case from first contact to closed file, working the way the bank already works and pulling in a human expert only where their judgement is genuinely needed.
Drawing on live deployments at Wise, Current, Yonder, Zego and SteadyPay, Dimitri Masin will share what customer operations on auto-pilot look like inside a regulated business today: disputes that took weeks now closing in a day, CSAT above human teams, the controls and auditability that satisfy compliance and risk, and all the learnings along the way.
Check out the incredible speaker line-up to see who will be joining Dimitri.
Download The Latest AgendaIn Partnership With:
QUESTIONS?
Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com
©2026 IQPC. All rights reserved.
