Change agents: Rocket Mortgage

Editors’ note: This post features Pol Peiffer, Head of Agent Development at Sierra, and Alex McGillis, VP of Product Management for Mortgage Origination at Rocket Mortgage.

The journey home, powered by AI.

Agents are transforming every industry – reasoning through complexity, connecting systems and working alongside humans in entirely new ways. The companies bold enough to lean in will reshape what’s possible, starting by reimagining how they work and the tech that powers them.

Homeownership is an industry ready for disruption, and Rocket Mortgage is leading the way.

Rocket has never been content to follow. Guided by its mission to Help Everyone Home, the company was the first lender to bring mortgages online – proving that trust, simplicity and technology could work together. Now, Rocket is crossing a new threshold with its AI-powered Digital Assistant – a first-of-its-kind conversational agent that helps homebuyers move from curiosity to preapproval in one seamless experience.

Rocket’s Digital Assistant works across chat and voice, meeting clients wherever they are in their homeownership journey. It answers questions conversationally and guides people through the process – collecting information, pulling credit, presenting personalized rates, customizing loan options and helping with payments or loan status checks.

The result is higher conversion and an experience that feels both intelligent and human. Clients who start their process with Rocket’s Digital Assistant close at rates three times higher than those who don’t. When clients use both AI chat and connect with a banker, conversion rates are four times higher for both refinance (lead-to-application) and purchase (lead-to-PAL). The seamless handoff from AI to banker creates a faster, more intuitive experience – one that strengthens conversion and deepens trust.

Behind this innovation is Sierra’s platform, which gives Rocket the ability to move fast, test relentlessly, and scale confidently. What started as a proof of concept in May has grown to more than 400,000 successful chat conversations and over one million outbound dials each month, and both are rising fast. Now, Rocket is embedding AI agents across its ecosystem, from discovery to servicing, to make every client interaction more contextual, connected and personal.

Together, Rocket and Sierra are building a next-generation, agent-based platform where AI systems and humans collaborate to anticipate needs, manage tasks and learn over time. As Sierra advances its agent operating system and Rocket expands its AI ecosystem, the partnership is setting a new standard for how intelligent agents will power the future of lending and client engagement.

With its Digital Assistant, Rocket Mortgage has once again raised the bar – blending empathy, technology and measurable business value in a way that benefits clients, bankers and the company alike.

At Rocket, the journey home has always been personal. Now, it’s also powered by AI.