CONFIDENTIAL CLIENT
How a major mortgage lending company is using GenAI to improve the client experience
Serving clients 24/7 on mortgage financing without overloading analysts
A large Brazilian company, born from a joint venture between two leading players in the real estate and financial markets, faced challenges in handling questions about financing. It dealt with high demand, long response times, and an overloaded team. To solve this, BlueMetrics built a solution based on generative AI that automates support, delivers accurate and scalable recommendations, and stores interactions to generate strategic insights.
Overview
The client is a joint venture formed by two major players in the real estate and financial markets, active since 2021 in the mortgage lending segment. Its portfolio includes loan brokerage for individuals, home equity, and the purchase of receivables portfolios from installment property sales.
As demand for digital service grows, clients increasingly expect fast, accurate answers available 24/7. At the same time, the financial market is defined by complex products and processes that involve multiple steps and call for detailed explanations.
To handle this demanding scenario and keep service fast and scalable, the company wanted a solution that could automate customer support, ease the load on its analysts, and keep answers consistent. That context is what led BlueMetrics to build an innovative project based on GenAI.
Market context:
- Growing demand for digital service
- Need for 24/7 availability
- Preference for self-service channels
- Complexity of financial operations
- Multiple steps across processes
- High demand for specific clarifications
Problem: how to streamline support and provide accurate answers about financing?
The client faced significant operational, commercial, and technological challenges in its operation. The high volume of questions about mortgage lending processes and options overloaded the analyst team and delayed responses. “Our goal was to create a solution that would bring scalability and precision, delivering reliable answers in an automated, fast way.”
Operational limitations:
- Analysts overloaded with repetitive, basic questions;
- Long response times for simple questions;
- Sole reliance on human support;
- Lack of standardized answers.
Business limitations:
- Difficulty scaling support;
- No 24/7 availability;
- No consolidated metrics on frequent questions;
- Lost business opportunities due to slow service.
Technology limitations:
- No automated system for frequent questions;
- No centralized knowledge base;
- Difficulty analyzing support history;
- Information updated in an ad hoc way.
The company needed a solution that could automate first-line support, scale its operation, and improve the client experience.
The solution: GenAI for more personalization and scale
Through BlueMetrics’ services, the client rolled out an intelligent virtual assistant, built with AWS services and generative AI, structured around three main pillars:
Knowledge base construction pipeline
The process started by consolidating corporate documents and institutional content. This data was structured and semantically enriched using generative AI models via Amazon Bedrock, creating a robust knowledge base that is easy to query.
Intelligent conversational interface
Backed by state-of-the-art LLMs, the virtual assistant was designed to understand complex questions and provide fast, accurate, and impartial answers about financing, process steps, and the products on offer.
Conversation history storage and analysis
Every interaction is stored, which allows continuous analysis of the main questions and ongoing improvement of the assistant, while providing valuable business insights.
According to Diórgenes Eugênio, Head of GenAI at BlueMetrics: “The project called for very close collaboration with the client. After the first delivery for validation, the client reported that because some topics were so similar, we sometimes got imprecise results. So, working closely with the client, we defined a new way to build the knowledge base to reach a much better result. After those changes, the solution met all of the client’s expectations. A real success!”
Immediate benefits:
- Lower workload for analysts;
- 24/7 service for clients.
Results
Rolling out the virtual assistant delivered concrete, measurable results for the client, spanning operational gains, a better client experience, business intelligence, and scalability.
Operational optimization
- Significant reduction in the time analysts spent answering basic client questions;
- Team freed up for strategic, higher-value work;
- Service available 24/7, so clients get answers even outside business hours.
Business intelligence
- Instant access to information about financing processes and models;
- Intuitive conversational interface for clearing up questions;
- Full conversation history available for future reference;
- Consistent answers for clients.
Support scalability
- Ability to serve multiple clients at once;
- Shorter wait times;
- Standardized information.
Rolling out the virtual assistant modernized customer service and also laid a solid foundation for strategic decisions through analysis of client interactions, marking an important step in the company’s digital transformation and the continuous improvement of its services.
- Standardized answers and information;
- Insights generated from conversation history;
- Better user experience with instant answers;
- Lower operational costs.
This solution does more than modernize customer service in the mortgage lending area: it also builds a solid foundation for future analysis and continuous improvement across business processes, setting a new standard of efficiency in the sector.
Technologies used
The solution was designed using a range of AWS technologies, including:
AWS services
- Bedrock
- OpenSearch
- S3
- Lambda
- DynamoDB
- API Gateway
- Cognito
- Amplify
Languages, libraries, and frameworks
- Python
- Javascript
- Node
- React
Conclusion
The partnership between the mortgage lending client and BlueMetrics led to a significant step forward in operational efficiency and service quality. With the virtual assistant in place, the client gained substantial improvements in speed, scalability, and standardization, while freeing its analysts for strategic work. “Seeing this solution’s direct impact on the client’s operation reinforces our mission to build real solutions for real problems.” Beyond modernizing support, the project brought business intelligence and valuable insights for the company’s future development, establishing a new level of efficiency and innovation in the financial sector.