Mutual of Omaha Mortgage Moves From Manual Dialing to Conversations with Voice AI Agents
Mutual of Omaha Mortgage offers a variety of home financing and refinancing options, as well as industry-leading reverse mortgage products to help its customers through life’s transitions.
“We are moving from an outbound dialing operation to an inbound one. The agent makes contact, collects the borrower’s information, and hands the conversation to a licensed loan officer. Our loan officers spend their time in conversations rather than on a dial list.”
Voice AI agents let Mutual of Omaha Mortgage place more calls, faster, while maintaining positive contact sentiment.
*Mutual of Omaha Mortgage organic campaigns, 30 days to 8/19/26
**Regal data, not independently verified by Mutual of Omaha Mortgage
Mutual of Omaha Mortgage ran outbound first. Licensed loan officers worked a progressive dialer, and the volume of that work set the shape of the day. Every hour spent dialing was an hour not spent with a borrower.
Kevin Griffith, VP, Sales Technology & Intelligent Platforms at Mutual of Omaha Mortgage, leads the sales technology function and is integral to how AI is applied across the mortgage division. He selected Regal, and his team builds the agents on the platform and tests them before any change reaches production.
Turning an outbound operation into an inbound one
Voice AI agents let Mutual of Omaha Mortgage place more calls, faster, and it is used that way. The larger change is what its loan officers spend the day doing. The AI agent takes the first outbound touch, and the loan officer picks up with a borrower already on the line rather than starting a call that may never connect.
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A platform rather than a voice layer
Kevin did not want a conversational AI layer that left his team to build the surrounding workflow. He wanted a platform that could support the borrower conversation across the campaigns it runs, with the handoff to a loan officer built into it rather than bolted on.
Control after launch
Before choosing Regal, Kevin reviewed close to twenty vendors, and the deciding factor was not a feature checklist. It was who stayed in control of the agent after launch. “Being able to configure the agents with our own team, rather than route every change through a vendor, told me we would not be dependent on someone else’s roadmap,” he said. Regal’s Forward Deployed Engineers support that model, so the team keeps its independence without losing help when it needs it.
Keeping pace with the rules
Compliance is where the self-serve model earns its keep. The requirements around Voice AI agents are not uniform across states and they continue to change. Because the configuration sits with Kevin’s team rather than in a vendor queue, what the agent says can be changed the same day rather than waiting on a release.
“The rules around voice AI are still moving and they are not the same everywhere. Being able to change what the agent says ourselves, the same day, is what makes that manageable. Behind a vendor ticket queue we would always be a step behind.”
Kevin Griffith, VP, Sales Technology & Intelligent Platforms
Mutual of Omaha Mortgage ran outbound first. Licensed loan officers worked a progressive dialer, and the volume of that work set the shape of the day. Every hour spent dialing was an hour not spent with a borrower.
Kevin Griffith, VP, Sales Technology & Intelligent Platforms at Mutual of Omaha Mortgage, leads the sales technology function and is integral to how AI is applied across the mortgage division. He selected Regal, and his team builds the agents on the platform and tests them before any change reaches production.
Turning an outbound operation into an inbound one
Voice AI agents let Mutual of Omaha Mortgage place more calls, faster, and it is used that way. The larger change is what its loan officers spend the day doing. The AI agent takes the first outbound touch, and the loan officer picks up with a borrower already on the line rather than starting a call that may never connect.
A platform rather than a voice layer
Kevin did not want a conversational AI layer that left his team to build the surrounding workflow. He wanted a platform that could support the borrower conversation across the campaigns it runs, with the handoff to a loan officer built into it rather than bolted on.
Control after launch
Before choosing Regal, Kevin reviewed close to twenty vendors, and the deciding factor was not a feature checklist. It was who stayed in control of the agent after launch. “Being able to configure the agents with our own team, rather than route every change through a vendor, told me we would not be dependent on someone else’s roadmap,” he said. Regal’s Forward Deployed Engineers support that model, so the team keeps its independence without losing help when it needs it.
Keeping pace with the rules
Compliance is where the self-serve model earns its keep. The requirements around Voice AI agents are not uniform across states and they continue to change. Because the configuration sits with Kevin’s team rather than in a vendor queue, what the agent says can be changed the same day rather than waiting on a release.
“The rules around voice AI are still moving and they are not the same everywhere. Being able to change what the agent says ourselves, the same day, is what makes that manageable. Behind a vendor ticket queue we would always be a step behind.”
Kevin Griffith, VP, Sales Technology & Intelligent Platforms
First contact and handoff on new leads
On the campaigns where the agent runs, a new inquiry no longer goes onto a dial list first. The agent makes contact, introduces the company, collects the information the borrower is willing to share, and hands the conversation to a loan officer. The agent screens no one out and makes no eligibility determination.
Changed by the team that runs it
Running these campaigns on one platform across teams with different requirements worked because Kevin’s team could adjust cadences and logic themselves rather than filing a ticket for every change, with a defined process before anything reaches production.
Most teams evaluating voice AI agents frame the decision around cost, measured as calls replaced and headcount saved. Mutual of Omaha Mortgage’s first return showed up somewhere else entirely, and it arrived faster than any cost case would have.
“Our initial return was not in the dollar category. It was an investment in our loan officers, in how they spend their day."
Kevin Griffith, VP, Sales Technology & Intelligent Platforms, Mutual of Omaha Mortgage
The agent’s role today stops early by design. Where it goes next is a question of how much of the conversation it can usefully carry before the handoff.
“The next step we are exploring is letting the agent carry more of the conversation, so it has a fuller picture of what the borrower is looking for before the handoff, subject to compliance and testing. Our licensed loan officers pick it up from there"
Kevin Griffith, VP, Sales Technology & Intelligent Platforms
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