Rocket Mortgage: Rocket AI Agent built with Amazon Bedrock Agents to automate mortgage origination and servicing support
Rocket Mortgage built Rocket AI Agent, a conversational assistant embedded in its web and mobile experiences to help clients with mortgage origination and servicing. The solution uses Amazon Bedrock Agents, Amazon Bedrock Knowledge Bases, and Amazon Bedrock Guardrails, and it can retrieve answers from Rocket's learning center and proprietary documents, invoke backend APIs for actions, and escalate to human bankers when needed.
- Organization
- Rocket Mortgage
- Industry
- Finance
- Location
- United States
- Published
- July 2025
Reported outcomes
−85%
quantified impactAutomation & deflection
Strategic outcomes
Catalog median for automation & deflection deployments: −50% across 44 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 3 of 4
- 1Conversational AI
- 2Agentic Workflow Automation
- 3Customer Service
- Customers had home buying and servicing questions across web and mobile channels, and the demand was overwhelming human support outside business hours.
- Rocket needed trusted guidance that was available 24/7 and could reduce transfers to support teams while still handling complex mortgage workflows.
- Rocket built a conversational AI agent on Amazon Bedrock Agents.
- The architecture uses Amazon Bedrock Knowledge Bases for retrieval, Amazon Bedrock Guardrails for safe responses, and a unified agent API routing users to domain-specific agents.
- The agent uses contextual signals like the page a client is on, can fill preapproval forms or schedule payments, and can escalate to mortgage bankers.
- Since launch, Rocket reported a threefold increase in conversion rates from web traffic to closed loans.
- Rocket saw an 85% decrease in transfers to customer care and a 45% decrease in transfers to servicing specialists via chat containment.
- The company reported 68% CSAT across servicing and origination chat interactions.
Architecture
Rocket deployed Rocket AI Agent across its web and mobile experiences, with a unified AI Agent API routing chats to a growing set of domain-specific Amazon Bedrock agents. The agent uses Amazon Bedrock Knowledge Bases for retrieval from Rocket's learning center and proprietary documents, Amazon Bedrock Guardrails for topic boundaries, and backend API actions for tasks such as form filling and payment scheduling. The solution also uses context like the page a client is viewing and supports escalation to human mortgage bankers.
Sources & evidence1
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