Better.com
initially
used
a
speech-to-speech
model
but
switched
to
a
modular
system
that
combines
speech-to-text,
text-to-speech
and
a
large
language
model
for
faster,
more
reliable
service.

ElevenLabs
Agents
serve
as
the
controlled
voice
interface,
communicating
loan
eligibility,
pricing
and
approvals
from
Better.com’s
proprietary
loan
engine,

Tinman,
while
complying
with
regulatory
requirements.

“By
combining
Tinman
with
ElevenLabs’
technology,
we’ve
scaled
the
first
voice-based
AI
loan
agent
built
exclusively
for
the
mortgage
industry,”

Vishal
Garg,
founder
and
CEO
of
Better.com,
said
in
a
statement.
“AI-voice
automation
through
Betsy
has
allowed
us
to
move
routine
customer
interactions
out
of
manual
workflows,
helping
us
reduce
the
cost
to
originate
while
offering
borrowers
immediate
and
24/7
support.”

The
case
study
found
that
AI
voice
automation
delivered
a
41%
reduction
in
the
average
cost
to
originate
and
doubled
lead-to-lock
conversion
in
2025.
Better
said
operational
efficiencies
have
also
allowed
it
to
offer
more
competitive
rates.

“Supporting
nearly
100,000
borrower
interactions
a
month
in
a
highly
regulated
space
like
mortgage
requires
more
than
a
great
voice
model,”
said
Lauren
Rothwell,
head
of
agents
growth
at
ElevenLabs.
“It
requires
reliability,
accuracy,
and
full
compliance
—
and
that’s
exactly
what
ElevenLabs
is
built
to
deliver.”

The

AI
system
frees
Better.com’s
licensed
consultants
to
focus
on
complex
borrower
scenarios,
allowing
the
company
to
scale
service
without
compromising

compliance.

“Introducing
Betsy
as
an
AI
loan
agent
has
helped
enable
our
customers
to
go
from
click
to
close
after
business
hours,
or
when
loan
officers
can’t
get
to
the
phone,”
Garg
told

HousingWire.
“Betsy
is
much
more
than
an
AI
appointment
scheduler
or
AI
voice
bot
that
exists
to
connect
borrowers
with
a
human
representative:
It’s
a
sophisticated,
full-stack
AI
loan
officer,
processor,

underwriter
and
closer
of
the
future,
and
it’s
only
available
on
Tinman.”

Garg
said
that
beyond
the
measurable
impact
of
Betsy
showcased
in
the
ElevenLabs
case
study,
Betsy
is
able
to
perform
calculations
and
can
instantly
make
suggestions
on
how
to
optimize
rates
across
more
than
26,000
product
and
investor
permutations.

“When
a
borrower
is
ready
to
talk
to
a
human
loan
officer,
it’s
able
to
recall
everything
the
borrower
has
ever
discussed
with
Better’s
sales
and
ops
team
and
provides
full
context
of
the
borrower’s
interactions
across
all
channels,
outstanding
tasks,
and
completed
tasks
based
on
its
memory,”
Garg
said.
“Borrowers
never
have
to
waste
time
resharing
or
repeating
information
again
with
Betsy.

“We
deployed
Betsy
in
October
2024,
which
means
it’s
been
in
production
for
just
over
a
year,
and
we
already
believe
it
has
the
potential
to
compete
with

refinance
loan
officers
in
the
lowest
production
tier
across
the
industry.
As
we
continue
to
iterate,
Betsy
gets
faster
and
becomes
more
intelligent,
and
I
am
excited
to
see
how
it’ll
continue
to
scale
and
improve
efficiency
by
it’s
two-year
anniversary.”