A couple of years ago we ran an experiment where we replaced a broker with an AI. Using all our own tech, the broker had direct oversight before recommendations were made, or before communication of any type. The net result was better customer satisfaction, and better product/processing outcomes (borrowers were briefed on the AI experiment so there was an inherent bias that wasn't measured).
Open AI have released ChatGPT-4o that does what we trialled, except they do it much, much better, and they do it much, much faster. You really need to check it out.
Feedback on our experiment centred on the notion that borrowers will always want to talk to a real broker. With emerging AI tech, borrowers won't know the difference.
