How Mr. Cooper assembled a team of AI agents to handle complex mortgage questions

In today’s world where instant responses and seamless experiences are the norm, industries like mortgage servicing face tough challenges. When navigating a maze of regulations, piles of financial documents, and the high stakes of homeownership, consumers quickly find that even simple questions can turn into complicated issues. And the same can be true for the customer reps trying to help them navigate all that complexity.

Like many enterprises, Mr. Cooper is exploring how agentic AI and advanced AI agents can help both our customers and employees meet their needs with confidence. In our work to develop just such an agent with Google Cloud, one of our curious discoveries has been that like a good team, the best AI agents may just be made up of groups of agents with distinct skillsets and abilities, and we come to the best results when they’re working in concert.

At Mr. Cooper ...