Business Wire
Agentic technology helps lenders scale growth and improve customer retention by boosting engagements, conversions, and productivity
Total Expert, the FinServ leader in customer engagement software, today announced the debut of its AI Sales Assistant at The Gathering by HousingWire. The new AI-powered assistant is already in private beta with select customers, including several top 10 lenders.
Human Like Conversations via Voice/SMS
The AI Sales Assistant is not a chatbot retrofitted for financial services—it is an enterprise-grade, agentic AI system, capable of scalable intelligent human-like conversations across voice and SMS.
“With over 1.5 million mortgage-specific human-like voice calls successfully completed, the technology has far exceeded everyone’s expectations on the impact AI can have,” said Joe Welu, Chief Executive Officer at Total Expert.
“We believe AI should supercharge people like loan officers who are considered trusted advisors, by keeping the human in the loop in the key moments of the customer journey—like when a borrower is ready to start talking about specific loan options. Many of the other lower-value sales tasks, like following up with cold leads, can and should be handled by an AI sales assistant—allowing them to reach levels of productivity they never considered possible.”
Unlike most technology vendors that are racing to splash AI onto everything without clear ROI, Total Expert has taken a more deliberate and thoughtful approach to AI by focusing on going deep into important workflows across the customer journey and indexing on the most important business outcomes.
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AI That Works for Lending
Core capabilities of the AI Sales Assistant include:
- Proactive, timely outreach triggered by borrower intent signals
- Initiating and following up with prospects through high-quality and brand-aligned voice conversations
- Voice-based engagement aligned with lender brand standards
- Capturing key borrower data, including goals and application details
- Completing handoffs and updates CRM systems with full conversation context
- Compliant-aware communication with full audit trails and secure encryption
With the assistant handling repetitive outreach and qualification tasks, loan officers are freed to focus on what matters most: building relationships and closing applications.
Enterprise-Grade Compliance and Data Integrity
Total Expert’s AI Sales Assistant is built on a foundation of trust, privacy, and control:
- Independent training for LLMs that never uses customer data
- Continuous independent training models, meeting FinServ Data Security Standards
- Encryption at rest and in transit
- Awareness and perspective for TCPA, and other mortgage-specific regulations
- Full auditability for communication tracking
“We don’t bolt on compliance after the fact,” said Welu. “We build it in—so lenders can innovate without risking trust or regulatory exposure.”
Early Results and What’s Ahead
Currently in private beta with select institutions, the AI Sales Assistant is already driving unprecedented surges in productivity and conversion rates in early use through:
- Increased speed-to-lead and engagement rates
- Refined cadence for follow-ups that are often missed or delayed
- Better-qualified borrowers reaching loan officers at the right moment
- Higher conversion on lower quality leads
The assistant is designed to evolve through real-world use and feedback, enabling lenders to refine agent behavior to align with their unique brand, regulatory guidelines, and sales strategies.
See It in Action
Total Expert will be showcasing AI Sales Assistant at HousingWire: The Gathering, June 8-11, offering live demos for lenders looking to gain an edge in today’s competitive market.
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