AI-guidedmortgageoriginationthatturnsamonths-longprocessintodays.
AgenticHomeLendingredesignstheJPMorganChasemortgageexperienceusingAIthatproactivelyworksontheapplicant'sbehalf,gatheringdocuments,flaggingissuesearly,andsurfacingalternativesbeforeproblemsarise.Thegoalwastomakea45-dayprocessfeelguided,notgrueling.
Challenge
45daysofback-and-forthdocumentexchanges.
AgenticHomeLendingredesignstheJPMorganChasemortgageoriginationexperienceusingagenticAI,turningaprocessthatpreviouslytook45daysofback-and-forthdocumentexchangesintoaguided,intelligentflowthatadaptstoeachapplicant'suniquesituation.
Approach
Aguidethatworksonyourbehalf,notjustaformwizard.
Theagenticmodelmeansthesystemproactivelyworksontheuser'sbehalf:requestingtherightdocumentsattherighttime,explainingwhyeachisneeded,flaggingpotentialissuesbeforeunderwriting,andsurfacingalternativeloanproductswhentheprimaryoptiondoesn'tfit.TheAIactsasaknowledgeableguide,notjustaformwizard.
Solution
ProgressCertaintyScore:knowexactlywhereyoustand.
Designingfortrustinahigh-stakesfinancialtransactionrequiredextremeclarityateverystep.WeintroducedaProgressCertaintyScore,areal-timeconfidenceindicatorshowingapplicantsexactlywheretheystoodintheprocess.Pilotresults:41%reductionintime-to-close,28%reductionindocumentre-requests,andNPSimprovementfrom22to61.
Results
41%fasterclose.NPSfrom22to61.
Internalpilotresultsshowed41%reductionintime-to-close,28%fewerdocumentre-requests,andNPSimprovementfrom22to61.Metricsreflectpilotscope,notfullproductionrollout.
TLDR
Thequickversion.
MortgageoriginationatChaseinvolved45daysofback-and-forthdocumentexchangesthatleftapplicantsconfusedanduncertain.Theagenticmodelshiftedtheburdenfromapplicanttosystem,proactivelyrequestingtherightdocuments,explainingwhyeachwasneeded,andflaggingunderwritingissuesbeforetheycauseddelays.Thekeydesignchallengewasconveyingcertaintyinahigh-stakesprocess,addressedthroughaProgressCertaintyScoreshowingapplicantsexactlywheretheystoodateverystep.Pilotresults:41%fastertime-to-close,28%fewerdocumentre-requests,andNPSimprovementfrom22to61.
Morework
