# How Zego uses Gradient Labs

**25%** Call volume reduction

As published on [gradient-labs.ai](https://gradient-labs.ai/customers/zego). Captured by usedby on 2026-10-07.

- Company: [Zego](https://www.usedby.ai/companies/zego.md)
- Tool: [Gradient Labs](https://www.usedby.ai/tools/gradient-labs.md)
- Industry: [Insurance & InsurTech](https://www.usedby.ai/companies/industry/insurance-insurtech.md)
- Teams: Customer Service, Claims, Fraud

## The use case: how Zego deploys Gradient Labs

Zego uses an AI support agent named Alex from Gradient Labs to handle customer conversations 24/7 over live chat and email, using Zego's knowledge and APIs. Alex also gathers policy details, captures quote and policy change information, and checks claim status to give human agents context.

Summary written by usedby from the source page, in English. The figures are those of Gradient Labs and Zego, not ours.

> Call volumes have dropped by 25% as customers find it easier and faster to resolve their issues through smarter live chat interactions.

- **77%**: “Customer satisfaction rates have increased significantly from 61% to 77%”
- **60%**: “Within two months, we’ve been able to optimise our Agent to a 60% resolution rate, and rising.”
- **50%**: “Digital claims reporting increased from approximately 37% in March to 50% by May”

> When we partnered with Gradient Labs, we weren't just looking for another automation tool, we were looking to redefine how Zego serves our customers.
>
> Ian Kershaw, VP of Customer Service, Claims and Fraud

Source: [gradient-labs.ai](https://gradient-labs.ai/customers/zego), captured 2026-10-07.

## Gradient Labs users in Insurance & InsurTech

- [Plum](https://www.usedby.ai/companies/plum.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 25% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Zego.
- Checked: each number in our summary is printed on the page.
- Checked: Zego uses Gradient Labs. Confirmed line. Latest check across sources: 2026-10-21.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/zego-gradient-labs · How we check: https://www.usedby.ai/methodology