Arcus Lending Creates Mortgage Industry's First Digital Human

Arcus Lending and Uneeq joined forces to introduce Rachel, the mortgage industry's first digital human, according to a press release. The Rachel is powered by artificial intelligence and is trained to answer questions that borrowers may have about the mortgage process.

Customers can simply hold down the space bar to talk to her and she responds with answers to their questions. According to Arcus, Rachel supplements work done by human employees, being introduced at a time where the industry is moving further into the digital shift.

"Digital humans bring this emotional connection back to online customer service, thereby humanizing the mortgage experience," says Arcus's CEO, Shashank Shekhar.

"Creating an exceptional customer experience is more important than ever, especially in today's digital-first environment," said Uneeq's CEO Danny Tomsett. "By integrating a digital human into the homebuying process, customer-centric organizations like Arcus Lending can create natural human interaction at scale. This is an example of how conversational artificial intelligence can help a company better support their customers while creating a competitive advantage."