AI as three prong strategy

The approach to AI is structured around three key dimensions: enhancing consumer experience, improving agent and loan officer experience, and enhancing employee experience. The focus has been on leveraging AI tools to optimize back-end processes for efficiency gains. Investment decisions around AI are categorized within these three buckets. The historical progression of AI within the organization has been gradual, with a pre-generative AI era emphasizing consumer experience. Establishing a successful approach to AI is rooted in a comprehensive strategy closely aligned with the company's core principles of prioritizing exceptional consumer experience and operational efficiency.