Mortgage operations, automated with brokers in control.
AI agents that read every client communication, extract the case data, find the right case and prepare the update in the brokerage’s core system, with advisers approving what matters. Running in production for a UK mortgage brokerage.
A growing brokerage was losing its advisers to admin.
Every mortgage case generates a continuous stream of communication: appointment confirmations, client questions, lender updates, insurer notifications, document submissions and post-appointment summaries. Each one needed a person to read it, decide what it was, extract the relevant details and update the case-management platform, across dozens of open cases at once.
Client documents arrived in every format: payslips, bank statements, identity documents, fact-finds, property reports. Each had to be reviewed, classified and re-keyed into the right fields. In a regulated business, every re-keyed field is a risk.
The firm had the client volume to grow. It did not have the operational bandwidth to grow without hiring more back-office staff, and it did not want AI that replaced the case system its advisers already knew.
An automation layer that sits behind the existing workflow.
Communications understanding
Every incoming and outgoing email across the adviser mailboxes is classified into the firm’s own workflow categories: new client enquiries, correspondence to be logged as case notes, document submissions, lender updates and insurer notifications. The classifier is tuned to mortgage-industry communication, so it can tell a calendar acceptance from a follow-up question that needs case context.
Agentic case handling
For a new enquiry, the agent searches the case-management system to determine whether the client is new or returning, then creates a new case or clones the existing one, populates it with the extracted details and attaches the relevant correspondence as notes. For ongoing communication it identifies the right open case, writes a timestamped note and, where action is needed, raises a task for the right team member.
Document intelligence
Submitted documents are read, classified and extracted into structured fields with confidence scores, mapped across the correct tabs of the case system, and checklist items are marked as received. When all required documents are in, the outstanding document-chase task is closed automatically. Documents are fingerprinted so the same file is never processed twice.
Review dashboard with an autonomy dial
Case managers see everything the system has processed, edit any field before it is committed and keep a full audit trail. An autonomy setting lets the firm choose, workflow by workflow, between fully supervised and unattended processing.
Messy inputs, a live system of record, and zero tolerance for wrong writes.
The inputs are as unstructured as it gets: forwarded threads, scanned statements, app-exported PDFs, photographed ID, spreadsheets exported from a previous system. Extraction had to be robust to all of it and honest about its own uncertainty, which is why every extracted field carries a confidence score that drives whether it goes straight through or waits for a person.
Matching is the second challenge. A communication is only useful if it lands on the right case, and a brokerage has many clients with similar names and several open cases per client. The agent resolves case context before it writes anything, and creates a linked case rather than guessing when a returning client starts a new journey.
The third is the write itself. The case-management platform is the firm’s regulatory system of record. Every update the agent prepares is structured, reviewable and reversible, and consequential actions require explicit approval. The system was built to be trusted by the compliance function, not just the operations team.
From incoming communication to updated case, with approval where it counts.
An email arrives. Within minutes it has been classified, its details extracted and the matching case identified. A new enquiry becomes a populated case with the correspondence attached. A lender update becomes a note on the right case and a task for the right person. A document submission becomes structured fields, checked off against the checklist, waiting for a single-click review.
The case manager approves, edits or rejects. Approved items are committed to the case system with a full record of what was extracted, from where, and who approved it. The firm decides how much runs unattended, and can tighten or loosen that per workflow as confidence grows.
More cases, same back office.
Results as recorded by the delivery team. Client-approved figures will be added as they are released.
Regulated workflow, human accountability.
Every consequential action is presented for review before it is committed. The autonomy setting is the firm’s to control, per workflow.
Each processed item records its source, the extracted data, confidence, the reviewer and the outcome. Status tracking covers pending, approved, rejected, completed and superseded items.
Built to work with the brokerage’s current case-management platform and mailboxes. No migration, no replacement, no change to how advisers work with clients.
Client documents and personal data stay within the firm’s own deployment. Duplicate detection prevents the same document being processed or stored twice.
Where this expertise lives.
Have an operations team drowning in communications and documents?
Book a 30-minute consultation with a senior consultant. We will map where AI can compound in your operation and what the first 90 days could look like.
Book a Consultation →