As more consumers rely on AI to help them navigate the home-buying journey, lenders and LOs would be wise to get familiar with what AI can and can’t do and adjust their selling models accordingly.

Here are 3 key insights to consider:

• “What makes the AI revolution different is that customer adoption, not lender adoption, is driving the change,” notes Mike Seminari, Director of Customer Experience, Stratmor Group. 
• While AI promises to automate many tasks during the home loan process, it currently lacks the ability to build authentic relationships, create rapport, show empathy and offer emotional support – all things the best LOs have mastered as trusted advisors for their customers.
• “Successful originators of the future will harness the efficiencies of technology but focus their personal growth on the softer skills that AI cannot replicate,” Seminari observed.

For additional details on AI’s potential impact on mortgage origination, read Mike Seminari’s excellent article, "Mortgage Originators’ Guide to Success in the Age of AI."

Pat Sherlock is the founder of QFS Sales Solutions, an organization that helps organizations improve their sales talent management and performance. For more information, visit https://patsherlock.com.