Case Study: Fannie Mae achieves 90% self‑service on 1.5M queries with Genesys DX

Leading AI innovation in the financial services market

Fannie Mae, a leading U.S. mortgage financier, needed a way to deliver complex, frequently changing policy and servicing information 24/7 and to enable lenders and borrowers to self‑serve instead of navigating lengthy manuals and search results.

They implemented Genesys DX to create Ask Poli and Pocket Poli—NLP‑powered interactive guides and chat that let users query 2,500+ pages of rules in plain language. Since launch the platform has handled more than 1.5 million queries with over 90% resolved via self‑service, achieved a 4.5/5 customer satisfaction score, delivered real‑time insights, and dramatically reduced the time customers spend finding answers.

Fannie Mae

Bill Cleary

Vice President