The agentic banking future brings a lot of uncertainty. While some experts predict the user interface will be visual, others imagine a screen-free, voice-based user experience.
At FinovateEurope 2026, we sat down with Dimitri Masin, CEO of Gradient Labs, to discuss the evolution from mobile-first banking to agentic banking, as well as how banks should think about the build vs. buy decision in the age of AI.
Masin contends that while banks have spent the last decade perfecting digital interfaces, a major operational challenge still remains: the complexity of customer operations.
“Even though fintechs have created amazing apps, the second half of the problem remains unsolved. These companies still require gigantic human organizations to power those accounts… and that’s the source of many bad customer experiences today,” said Masin.
According to Masin, we are now entering a second major transformation in banking in which AI agents can take on complex, nuanced workflows that traditional automation couldn’t handle.
“With traditional automation, you just can’t automate many of the things banks need to do—they require judgment and nuance…. Now, with advances in AI, you can automate those messy processes that were only doable by humans before,” he added.
Dimitri Masin has spent more than a decade in fintech and banking, including early experience at Monzo, where he helped scale customer operations. His work focuses on applying AI to automate complex financial workflows and improve operational efficiency.
Founded in 2023, London-based Gradient Labs enables banks to embed AI agents directly into their systems to automate customer operations and complex workflows. By moving beyond rule-based automation, the company helps financial institutions reduce operational burden, improve customer experience, and prepare for an AI-first future.
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