Case Study: PRMG deflects 950+ weekly questions with Capacity

PRMG Offers Support When it’s Needed Most

PRMG, a leading residential mortgage lender, needed a faster way to answer employees’ lending and refinancing questions while supporting loan originators and operational staff during the COVID-19 pandemic. The company looked for a solution that could provide instant access to loan information and help streamline day-to-day work in the loan process. Capacity was the vendor behind the AI bot evaluated for this need.

PRMG piloted Capacity to give staff instant answers at their fingertips, and the tool proved easy to maintain and implement. After positive employee feedback, PRMG expanded use of Capacity for daily loan-process activities. According to the case study, Capacity now deflects more than 950 questions per week, saving teammates time and delivering immediate support.

PRMG

Lara Rausch

Vice President of Products and Training