If customers perceive they are dealing with a scripted chatbot, they are likely to be less satisfied with their mortgage servicer, J.D. Power said.

While recent homeowners overwhelmingly support digital innovation that leads to faster, streamlined transactions, AI is "still not a trusted system for many borrowers," Cloudvirga said.

At the Most Powerful Women in Banking conference this week, New York's top banking regulator said banks need to take full responsibility for the artificial intelligence models they use, even if they bought them from a third party.

Mortgage borrowers will begin speaking with the enhanced chatbots early next year.

Better's voice assistant can help customers get answers to mortgage application inquiries, call them back if they abandon an application and ask them about the weather.

The new tool, dubbed Araya, utilizes data available in several of the technology firm's lines of business, including its climate risk division.

Papanii Okai will fill a newly created position of executive vice president of product engineering at Rocket Mortgage.

The mega wholesale lenders ChatUWM bot will now be able to sift through PDF documents, calculate borrower income and upload loans to UWM's application system.

Figure Technology Solutions introduces a gen AI-powered tool dubbed the "stare and compare killer" which aims to help with document reviews.

Federal Reserve Gov. Lisa Cook called for weighing the costs and benefits of artificial intelligence, and flagged bias and fraud as areas of concern.

The National Community Reinvestment Coalition and four fintechs want the agencies to act on the White House's executive order on artificial intelligence.

Sen. Edward Markey warns that biased AI algorithms are making decisions that deny mortgages to Black people. 

Using AI inferences to sensitive questions based on limited data within the mortgage industry could easily result in fair servicing violations if they, for example, prompted repeated outreach attempts to borrowers based on protected characteristics, writes the

Mark McArdle advised attendees to remain cautious about the reasons behind implementation of artificial intelligence.

Leaders from Mr. Cooper, Better, Fannie Mae, Freddie Mac, the FHFA and more gathered at the National Mortgage News Digital Mortgage Conference to discuss key strategies for the lower rate environment most expect is ahead.

Ziggy Jonsson, SVP of engineering at Better, talks about the shop's technology and what the future holds for AI innovation.

First Electronic Bank is using technology from Spring Labs to analyze its fintech partners' customer communications and identify problems.

With Tidalwave receiving its first approvals for integrations with automated underwriting systems, its CEO explains why the current environment represents a good opportunity for a new mortgage startup.

Researchers from Lehigh University concluded that telling commercially available language learning models, like ChatGPT, to "use no bias" significantly minimized it.

The industry would benefit from a measured approach that eventually builds in-house expertise without overreliance on vendors, experts said.