A top-25 independent mortgage bank headquartered in California partnered with Sei to put AI voice agents on both ends of their borrower funnel. Outbound agents respond to web-form leads within seconds via a direct CRM integration. Inbound agents staff a 24/7 helpline that answers basic questions and books appointments. The result: a sharp lift in appointments set, conversion, and after-hours coverage — without growing the loan officer team.
Overview
In mortgage origination, speed-to-lead is the single biggest lever on conversion. A lead that fills out a form at 9pm and waits until the next morning for a call back has usually already shopped two more lenders. Compounding that, most teams have nobody answering the phone outside business hours, so inbound calls from real prospects either go to voicemail or get lost.
Challenge: Speed and After-Hours Coverage Were Capping Conversion
Before Sei, the lender ran into the same constraints every team in the segment hits:
- Slow first contact on web-form leads — by the time a loan officer dialed back, the lead had already engaged with another lender.
- No 24/7 phone coverage — calls that came in after hours hit voicemail and rarely converted into appointments.
- Loan officer time consumed by basic qualification — instead of moving deals forward, LOs spent their day asking the same five intake questions.
- Calendar-booking friction — even when an LO connected with a lead, scheduling the actual appointment added another round-trip and another drop-off point.
What Sei did: voice agents on both inbound and outbound
Sei deployed two voice agents into the lender’s funnel, both wired into the same CRM and calendar systems the loan officer team already used.
Capabilities deployed:
- Outbound speed-to-lead via direct CRM integration — the moment a prospect submits a web form, Sei dials out within seconds, asks the qualifying questions, and books an appointment with the right loan officer.
- 24/7 inbound helpline agent — handles calls around the clock, answers basic product and process questions, and books an appointment with a loan officer when the prospect is ready.
- Live calendar booking — Sei reads loan officer availability directly and books into open slots, so the prospect ends the call with an appointment, not a callback promise.
- Compliant by default — every conversation runs against TCPA, UDAAP, and Fair Housing guardrails, and is fully logged for QA.
Outcome: 9.2× More Appointments and a 12% Lift in Conversion
The numbers from the engagement:
- 9.2× more appointments set with loan officers on average — to the point that several LOs joked their calendars were too full and they needed to block hours off.
- 12% lift in lead-to-funded conversion versus the pre-Sei baseline.
- 24/7 inbound coverage that captures and qualifies prospects who would previously have hit voicemail or hung up.
- Loan officer time freed for advancing deals — qualification and scheduling are now handled by Sei, not the LO.
Looking Ahead
With both top-of-funnel motions running on Sei, the lender is rolling voice agents into other parts of the lifecycle — milestone updates, condition follow-ups, and post-close check-ins. The pattern is consistent: let voice agents handle the high-volume, structured conversations, and let loan officers spend their time on the conversations that actually move a deal.