The human role in an AI-driven mortgage journey
The mortgage experience is becoming increasingly digital. Borrowers can search, apply, upload documents, receive recommendations, and move through approval workflows with limited human interaction. But mortgages remain emotionally charged, financially significant, and highly contextual decisions.
This session examines where human judgment still matters. Panelists will discuss advice, exception handling, vulnerable borrowers, broker and advisor roles, complaints, explainability, relationship management, and the moments when automation must give way to human accountability.