MPowered Mortgages has integrated its Alexa-style digital assistant into its broker service.
Before, brokers had to use a specific phone line for the assistant, but now all calls will automatically go through the artificial intelligence (AI) system first.
This change is part of MPowered’s broader AI strategy, which already resolves 60% of broker and customer interactions via live chat without human intervention.
The voice assistant uses speech-to-text, large language models, and a synthetic voice to manage calls and address general queries.
It can respond to criteria-related questions and transfers brokers to human agents for complex enquiries.
Stuart Cheetham, CEO of MPowered Mortgages, said: “This is just one of the ways we are using AI to transform the broker journey for the better.
“We as lenders should be focused on delivering the best possible service to our broker partners and this is yet another way we are doing just that.
“Now brokers working with us can focus their time on more complex client case issues rather than wasting their time on the end of a phone line waiting for simple answers to criteria related questions.”
Stelios Constantinidis, director of AI and AI products at MQube, said: “The goal of the digital assistant we have created at MQube is not to eliminate human contact from the broker journey or replace it.
“Instead, its purpose is to improve the overall offering lenders offer brokers allowing broker support teams to focus their time on more complex client enquires rather than wasting their time answering simple questions that the digital assistant can do instantly with no fuss.”
