United StatesFinance and insurance2025 – ongoingRocket Mortgage
Sierra digital assistant for mortgage applications and servicing
Sierra reported 3 times higher closing rates among Rocket Mortgage customers who started with its AI assistant
Problem
Prospective borrowers needed to move from initial questions to mortgage preapproval. That process involved supplying information and reviewing personalized loan terms.
Approach
Rocket Mortgage deployed a Sierra-powered assistant across chat and voice. It collected application information and supported credit checks and rate selection. It also answered servicing questions and connected customers with bankers.
Results
Takeaway
The conversion figures compared customers who used the assistant with those who did not. Sierra did not describe a controlled test establishing how much of the difference the assistant caused.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Marketing and salesCustomer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Sierra described Rocket Mortgage's deployed assistant and its connection to bankers. It reported a closing rate 3 times higher among assistant users and more than 400,000 monthly chat conversations.
Full details are in the original sources.