ROCKET MORTGAGE
Building an LLM-Enabled Broker Platform
Brokers are busy. They talk lots of calls from house-hunting clients with different needs, financial positions and geographies. Keeping it all straight is a good job for your front office team, but not every broker has a “front office team.” If you don’t have a team, of course, an LLM fed on a small data set is the next best thing.
To help turn broker calls into actionable insights, Rocket experimented with AI-powered Broker Assistant features including an automated pricing scenario generator for brokers based on their call notes with prospective clients.
Collaborators: Product leader / Engineer / Product designer / Senior design managers / Broker liaison / Legal counsel
This was a 0–>1 effort proposed by senior design leadership to make Rocket more competitive as a next-generation broker platform. I was the lead content designer working with the team above.
What I did:
- Created a rule to bold all numerical data.
- Presented all insights as bullets rather than in paragraph form.
- Set a threshold for 3+ data-based insights to attempt generating a pricing scenario.
Notes are generated automatically in bullet form by AI. The “Generate A Pricing Scenario” interaction was designed by me. Working with the broker liaison (our subject matter expert on user needs), our goal was to call attention to the interaction and increase the likelihood that brokers would use this feature. Our team-wide strategy with AI features was always to emphasize user agency. The goal is to help the user see the feature as an efficiency that enhances their contribution, not a replacement for it.
My approach to language here was to focus on the user action. AI is not generating the pricing scenario, the user is. Relegating to “Rocket Logic AI” to the second tier reminds the user that they’re getting assistance with the data they’ve worked to collect.
In the pricing scenario export screen, I reminded users to double-check outputs before sharing with their clients. Finally, to help call attention to the interaction, my product designer and I chose to add the “New” chip.
Brokers were overall very enthusiastic about this feature.
- 70% of brokers surveyed reported that this feature helped them work faster.
- 55% reported that this feature led them to connecting a client with their next home.