Better.com’s AI Agent Resolved 35% of Mortgage Calls Al…
Better.com’s AI Agent Resolved 35% of Mortgage Calls Al…
Publish Date: 2026-05-12 15:38:00
Source Domain: www.pymnts.com
- Better.com has significantly reduced the administrative burden on loan officers by leveraging its generative AI loan agent, Betsy, powered by ElevenLabs’ AI audio technology.
- Betsy, which handles nearly 100,000 mortgage-related calls per month, resolves 35.5% of borrower inquiries without human involvement, directing the remaining cases to human consultants for complex or sensitive matters.
- The AI system uses a modular architecture combining speech-to-text, a large language model, and text-to-speech from ElevenLabs, offering 24/7 support and reducing loan origination costs by 41% according to the case study.
- The system supports compliance and accuracy under high tool-call volume, which is crucial in the highly regulated mortgage industry.
- Better.com’s human consultants now focus on more intricate and sensitive tasks, allowing for a more efficient reallocation of labor where human judgment is irreplaceable.
- The use of voice as an interface in financial services has seen rapid adoption after overcoming previous reliability issues, and ElevenLabs has raised $500 million to further its technology.
