Gradient Labs’ AI Agent Resolves 78% of Support Inquiries in 2-month Case Study with Sling Money

A new case study from Gradient Labs – the only customer service AI agent designed specifically for regulated industries – shows how Sling Money, a fast-growing global payments app, improved its support experience by deploying Gradient Labs’ AI agent. The solution now autonomously resolves 78% of customer inquiries on its own – up from 50% on day one – cutting response times and reducing the load on Sling’s support team. 

Before Gradient Labs, Sling’s rapid growth meant unpredictable surges in support volume. The team was under pressure to provide fast, high-quality help, without a big pool of extra resources. Repetitive questions were eating up time, and the system was starting to strain under the pace of expansion. 

Gradient Labs’ AI agent integrated directly into Sling’s Intercom setup and made an immediate impact, handling half of all inquiries on day one. Over the course of 2-3 months, that climbed to 78%, and customer satisfaction reached 86%. 

This progress was driven by connecting the agent to Sling’s internal data points, including transactions and customer profiles, enabling it to deliver personalized, context-aware responses. Additionally, Gradient Labs and Sling developed plain-English standard operating procedures, giving the AI clear guidelines for handling a wide range of inquiries accurately and consistently. 

The agent is multilingual, too, so users get help in their preferred language, letting Sling expand into new markets without worrying about language support gaps.

Now, support capacity flexes automatically during busy periods, removing the need for last-minute hires during spikes. The support team can focus on the more complex and strategic tasks, with a more predictable workload and far less stress. 

“Gradient Labs has become instrumental in enhancing our team’s efficiency, as well as Sling’s overall expansion. It offers 24/7 coverage, hands off smoothly to human agents when needed, and provides a scalable foundation for the company’s growth – it was a game-changer,” says Aliny Penrose, Head of Operations at Sling Money.

“Financial services have always struggled with customer support. When people trust you with their money, they expect speed, ease, and frankly, perfection. For years, that just couldn’t be automated. I spent years running into the same issues while working at Monzo, and saw firsthand how hard it is to get this right at scale. Now my team and I are putting that experience into building something that finally works. These results speak for themselves,” said Dimitri Masin, co-founder and CEO of Gradient Labs.