Pennymac is deepening its investment in artificial intelligence and cloud technology, announcing an expanded strategic agreement with Amazon Web Services (AWS) that will bring new AI-powered borrower engagement tools to its lending and servicing operations.
The company said it has selected AWS as its preferred cloud provider as part of a broader effort to modernize mortgage operations, deploy conversational AI across the borrower journey, and accelerate cloud modernization of its proprietary servicing platform, Plaisse.
For loan officers, the most immediate impact may be Pennymac's rollout of a new Natural Language Virtual Assistant (NLVA), an AI-powered voice assistant designed to engage borrowers in real time, answer questions, identify lending opportunities, and route consumers to online applications or priority callbacks.
Pennymac said the technology, powered by Amazon Nova Sonic's speech-to-speech capabilities, is intended to provide 24-hour borrower support while keeping loan officers in control of lending decisions.
Pennymac originated approximately $154 billion in loans during the 12 months ended March 31, 2026, while servicing a $720 billion portfolio, giving the lender a large testing ground for AI-powered borrower engagement and servicing technologies.
"Our AI-driven virtual assistant and the continued modernization of Plaisse are the next stage of a deliberate, long-term strategy to deliver a superior, seamless journey for our borrowers," said Jim Follette, Pennymac's chief digital officer.
According to the company, the virtual assistant can immediately engage incoming callers, help identify potential loan opportunities, provide application links, and schedule follow-up conversations. The system is also designed to manage after-hours inquiries and scale customer interactions during periods of elevated demand.
Pennymac said its expanded AWS relationship goes beyond customer-facing applications. The agreement also includes accelerated cloud modernization of Plaisse, the company's proprietary mortgage servicing platform.
The lender said the modernization effort is intended to support future enhancements in servicing operations, operational efficiency, data analytics, and broader technology distribution opportunities.
The move further underscores the industry's growing race to operationalize artificial intelligence at scale. Earlier this year, mortgage technology providers including MeridianLink and Lender Price announced new AI initiatives aimed at streamlining lending workflows and enabling natural-language interactions with mortgage systems.
AWS will provide dedicated engineering resources to support Pennymac's cloud-native development efforts, according to the company. Pennymac said its broader AI strategy includes automated document processing, application modernization, enhanced customer engagement, and data-driven decision-making tools.
"Buying a home is one of the most important financial decisions a person will ever make, and for too long the process has felt like it was designed to slow people down," said Beth Fatusin, director of worldwide financial services at AWS. "Pennymac is changing that."
