United StatesFinance and insurance2026 – ongoingMutual of Omaha Mortgage
Voice AI for borrower contact and loan-officer handoffs
Mutual of Omaha Mortgage connected borrowers live to licensed officers in 70%+ of AI handoffs during organic campaigns, Regal reported
Problem
Licensed loan officers spent time dialing prospective borrowers through a progressive dialer. Unanswered calls reduced the time available for borrower conversations.
Approach
The mortgage business built voice agents on Regal's platform. Agents made initial contact, collected borrower information and transferred conversations to licensed loan officers. Its internal sales technology team configured and tested agents before production changes.
Results
Takeaway
The workflow moved initial dialing to AI while retaining licensed officers for borrower conversations. Regal's connection figure covered a specific campaign period.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Marketing and sales
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Regal described production voice agents and the mortgage team's control over their configuration. It reported live connections for more than 70% of handoffs during a defined campaign period.
Full details are in the original sources.