NEW YORK — Rocket Mortgage is working with Amazon Web Services to deploy generative AI-driven tools to make its customer relations team and internal operations more efficient.
The lender selected Amazon Bedrock’s gen AI solution to develop its Synopsis tool to:
- Help its customer relations team summarize calls;
- Provide self-service assistance to clients through an AI-driven chatbot;
- Record client sentiment for analysis; and
- Aid in administrative tasks.
Since Synopsis was rolled out in January, 70% of Rocket Mortgage’s callers have been able to handle their queries through self-service, and the company expects to save 40,000 work hours annually, Alex Hamilton, engineering director at Detroit-based Rocket Mortgage, said at the July 10 AWS Summit.
Rocket Mortgage fields 65 million calls a year, roughly 147 million minutes of conversations; this provides a massive data source for training its AI models, Josh Zook, chief technology officer at Rocket Mortgage, said during the event. The company also collects information from client chats and emails.
“That’s gold,” he said, noting that the quantity of data allows the company to look at it “on an individual basis of an interaction, as well as an aggregate basis” to spot trends, and helps Rocket Mortgage to improve Synopsis’ accuracy and efficacy.
Synopsis is also being used for administrative tasks, such as onboarding clients and training employees on how to deal with customers, Zook said.
The tool can also help Rocket Mortgage predict what its clients might need or do — and aid in automating compliance, Hamilton said.
Rocket Mortgage is “favoring progress over perfection” and aims to improve existing offerings and add more features to Synopsis, he said.
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