"You start internally, like on things that have customer benefit but not direct customer impact, then you learn and expand out your reach, said Brian Conneen, chief information officer at Finance of America (FOA). At FOA, employees now use a large language model trained on company policies and procedures to answer questions and link back to source documents. That shift has brought a huge efficiency gain while reducing escalations to managers, Conneen said."
"The lender isn't yet comfortable putting GPT directly in front of customers. Instead, it is piloting AI tools with wholesale partners considered more sophisticated users to refine responses and guardrails. Once we get that feedback, we could expand in a more restricted way to customers asking questions that we would monitor closely, like scripted responses, Conneen added. Meanwhile, FOA expects to introduce its AI-powered virtual call agent later this year. Seniors will be able to have natural conversations with an AI-powered assistant,"
"Longbridge Financial, owned by Ellington Financial, is also developing a voice agent that will allow stakeholders to interact with the company after hours, on weekends and at their convenience for routine tasks. But they will always have the option to connect with a human agent. We see these voice agents as providing capabilities, said Bill Packer, chief operating officer at Longbridge."
Finance of America uses a large language model trained on company policies and procedures to answer employee questions and link directly to source documents, improving efficiency and reducing manager escalations. The lender is piloting AI tools with wholesale partners to refine responses and guardrails before limited, monitored customer-facing use such as scripted replies. FOA plans an AI-powered virtual call agent for natural conversations with seniors, with automatic handoff to human loan officers for complex queries. Longbridge Financial is developing after-hours voice agents for routine tasks while preserving human connection and has extended its internal chatbot to wholesale partners.
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