• Company: $65M national mortgage lender

• Problem: Staff spent too much time answering repetitive compliance questions; borrowers experienced delays

• Win: AI answers instantly, saving thousands of hours and speeding up mortgage closings

• Transformation: From email backlogs to an AI support system that scales with growth

Challenges

• Loan officers frequently emailed managers to clarify rules.

• Compliance questions piled up and clogged inboxes.

• Borrowers had to wait days to get answers.

Hidden Costs:

• 9,900+ questions per month × ~4 minutes each = 660 hours wasted

• At $75/hour, that’s roughly $50K per month or $600K per year in lost productivity

• Risk of fines if incorrect answers were given

If nothing changed: Scaling the business would require hiring dozens more staff just to keep up.

If they only added a chatbot:

• The chatbot didn’t know the compliance rules → gave wrong answers

• Borrowers received inconsistent information

• Managers stayed overloaded with escalated questions

• 9,900 staff questions answered automatically per month

• 90% handled by AI in 2 seconds

• Managers freed to focus on higher-level work

• New hires ramped 30% faster