Rocket Companies Introduces Rocket Logic – Synopsis AI Tool to Analyze and Transcribe Calls, Personalizing Client Interactions
Rocket Companies Introduces Rocket Logic – Synopsis AI Tool to Analyze and Transcribe Calls, Personalizing Client Interactions
AI-based tool saves team members approximately 60,000 total hours annually
基於 AI 的工具每年總共爲團隊成員節省大約 60,000 小時
Detroit, April 23, 2024 – Rocket Mortgage, America's largest retail mortgage lender and part of Rocket Companies (NYSE: RKT), today unveiled its latest technology innovation: Rocket Logic – Synopsis. This new tool leverages generative AI to listen to, transcribe and search client calls, analyze sentiment and record client patterns and preferences, creating bespoke experiences for the company's millions of current and potential clients. Rocket Logic – Synopsis represents the next building block in the Rocket Logic ecosystem, the company's proprietary and patented AI-driven technology platform aimed to streamline the homeownership process.
"Rocket Logic unlocked the transformative power of AI to begin streamlining and modernizing the homebuying process. Now, with Rocket Logic – Synopsis, we have harnessed generative AI to create a tool that both anticipates and solves clients' needs, effectively changing the future of homeownership," explained Varun Krishna, CEO of Rocket Companies and Rocket Mortgage. "Each year, our teams participate in 65 million calls with our clients, and Rocket Logic – Synopsis is woven into each interaction. The importance and promise of AI is shining through, allowing our team members to focus on building deep relationships with clients while the technology handles the mundane tasks."
“Rocket Logic釋放了人工智能的變革力量，開始簡化和現代化購房流程。現在，藉助《Rocket Logic — 概要》，我們利用生成式人工智能創建了一種既能預測又能解決客戶需求的工具，從而有效地改變了房屋所有權的未來。” 火箭公司和火箭抵押貸款首席執行官瓦倫·克里希納解釋說。“每年，我們的團隊參與與客戶的6500萬次通話，每次互動都融入了Rocket Logic — 概要。人工智能的重要性和前景顯而易見，這使我們的團隊成員能夠專注於與客戶建立深厚的關係，而技術可以處理平凡的任務。”
Built on Amazon Web Services (AWS) and using Amazon Bedrock, the Rocket Logic – Synopsis technology is active for calls handled by Rocket's client experience teams, including loans from mortgage brokers who work with Rocket Pro TPO. The tool is also used by the company's servicing team, who oversee Rocket Mortgage's 2.5 million serviced loans.
Rocket Logic — Synopsiss技術建立在亞馬遜網絡服務（AWS）上，使用亞馬遜基石，適用於Rocket的客戶體驗團隊處理的呼叫，包括與Rocket Pro TPO合作的抵押貸款經紀人提供的貸款。該公司的服務團隊也使用該工具，負責監督Rocket Mortgage的250萬筆服務貸款。
In 2023, Rocket Mortgage's servicing team facilitated 3.1 million client phone calls, with the majority of inquiries related to payments and escrow. To offer clients the best experience, Rocket's servicing calls and chats are increasingly powered by AI, resulting in approximately 70% of the interactions being fully self-serve without the need for team member intervention. Rocket Logic – Synopsis will save the servicing team nearly 40,000 hours annually by employing transcription capabilities and tracking client sentiment. With this generative AI solution, running on AWS, Rocket's team members can concentrate on cultivating strong, meaningful client relationships, while AI manages routine tasks like call summaries.
2023年，Rocket Mortgage的服務團隊爲310萬個客戶通話提供了便利，其中大多數查詢與付款和託管有關。爲了向客戶提供最佳體驗，Rocket的服務電話和聊天越來越多地由人工智能提供支持，從而使大約70％的互動完全自助服務，無需團隊成員干預。Rocket Logic — 概要通過使用轉錄功能和跟蹤客戶情緒，每年將爲服務團隊節省近40,000個小時。藉助這種在 AWS 上運行的生成式 AI 解決方案，Rocket 的團隊成員可以集中精力培養牢固、有意義的客戶關係，而 AI 則可以管理通話摘要等日常任務。
"Technology innovation is all about taking on the undifferentiated heavy lifting, enabling businesses to focus on problem-solving and enhancing customer experiences," said Werner Vogels, Chief Technology Officer at Amazon. "It's inspiring to see how Rocket Companies is optimizing its powerful data platform on AWS and utilizing Amazon Bedrock to develop innovative generative AI solutions like Rocket Logic – Synopsis. This approach reallocates routine tasks to AI systems, empowering teams to devise tailored, impactful solutions that simplify the historically complex homeownership journey."
亞馬遜首席技術官沃納·沃格爾斯表示：“技術創新就是要承擔無差異的繁重工作，使企業能夠專注於解決問題和改善客戶體驗。”“看到火箭公司如何優化其在AWS上的強大數據平台，並利用亞馬遜基岩開發創新的生成式人工智能解決方案，例如Rocket Logic——概要，這令人鼓舞。這種方法將日常任務重新分配給人工智能系統，使團隊能夠設計量身定製、有影響力的解決方案，簡化歷史上複雜的房屋所有權之旅。”
As Rocket Logic – Synopsis continues to develop, it will leverage the vast amount of data gathered from Rocket's call transcripts to enhance its predictive capabilities. This will enable the tool to proactively offer solutions for clients before they even call Rocket. This technology has already led to a nearly 10% increase in resolutions reached during a client's first call to Rocket, which on an annual basis, saves approximately 20,000 team member hours.
隨着Rocket Logic — Synopsiss的不斷髮展，它將利用從Rocket的通話記錄中收集的大量數據來增強其預測能力。這將使該工具能夠在客戶致電Rocket之前主動爲他們提供解決方案。這項技術已經使客戶首次致電Rocket時達成的分辨率增加了近10％，每年可爲團隊成員節省約20,000個小時。
In the future, Rocket Logic – Synopsis will help Rocket team members understand homeowners' preferences and communication habits. Whether a homeowner prefers email communications instead of phone calls, the ever-evolving technology will take note of these patterns. For example, if a client mentions during a call with Rocket that they work an overnight shift at a local manufacturing plant, the tool's automatic transcription feature captures this information. The next time a Rocket team member needs to reach that client by phone, Rocket Logic – Synopsis will flag a recommendation to avoid calling the client in the morning, as they are likely sleeping.
將來，《火箭邏輯—概要》將幫助火箭團隊成員了解房主的偏好和溝通習慣。無論房主更喜歡電子郵件通信而不是電話，不斷髮展的技術都會注意到這些模式。例如，如果客戶在與Rocket通話時提到他們在當地製造工廠通宵工作，則該工具的自動轉錄功能會捕獲這些信息。下次火箭團隊成員需要通過電話聯繫該客戶時，Rocket Logic — Synopsis將舉報一項建議，避免在早上給客戶打電話，因爲他們可能正在睡覺。
Rocket Logic – Synopsis is one of the many tools in the Rocket Logic platform that the company plans to launch as part of their ongoing mission to integrate AI-powered homeownership into the client experience. Currently, Rocket Logic – Synopsis is being rolled out to bankers, further enhancing the homeownership journey.
Rocket Logic —概要是該公司計劃在Rocket Logic平台中推出的衆多工具之一，這是其將人工智能驅動的房屋所有權整合到客戶體驗中的持續使命的一部分。目前，Rocket Logic — 概要正在向銀行家推出，進一步改善房屋所有權之旅。
Forward Looking Statements
前瞻性陳述
Some of the statements contained in this document are forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended. These forward-looking statements are generally identified by the use of words such as "anticipate," "believe," "could," "estimate," "expect," "intend," "may," "plan," "potential," "predict," "project," "should," "target," "will," "would" and, in each case, their negative or other various or comparable terminology. These forward-looking statements reflect our views with respect to future events as of the date of this document and are based on our management's current expectations, estimates, forecasts, projections, assumptions, beliefs and information. Although management believes that the expectations reflected in these forward-looking statements are reasonable, it can give no assurance that these expectations will prove to have been correct. All such forward-looking statements are subject to risks and uncertainties, many of which are outside of our control, and could cause future events or results to be materially different from those stated or implied in this document. It is not possible to predict or identify all such risks. These risks include, but are not limited to, the risk factors that are described under the section titled "Risk Factors" in our Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, Current Reports on Form 8-K, and other filings with the Securities and Exchange Commission ("SEC"). These factors should not be construed as exhaustive and should be read in conjunction with the other cautionary statements that are included in this document and in our SEC filings. We expressly disclaim any obligation to publicly update or review any forward-looking statements, whether as a result of new information, future developments or otherwise, except as required by applicable law.
本文件中包含的某些陳述是經修訂的1933年《證券法》第27A條和經修訂的1934年《證券交易法》第21E條所指的前瞻性陳述。這些前瞻性陳述通常使用諸如 “預期”、“相信”、“可能”、“估計”、“預期”、“打算”、“可能”、“計劃”、“潛在”、“預測”、“項目”、“應該”、“目標”、“將” 等詞語來識別，在每種情況下，還包括其否定或其他各種或可比的術語。這些前瞻性陳述反映了截至本文件發佈之日我們對未來事件的看法，並基於我們管理層當前的預期、估計、預測、預測、假設、信念和信息。儘管管理層認爲這些前瞻性陳述中反映的預期是合理的，但它無法保證這些預期會被證明是正確的。所有這些前瞻性陳述都存在風險和不確定性，其中許多是我們無法控制的，並可能導致未來的事件或結果與本文件中陳述或暗示的事件或結果存在重大差異。不可能預測或識別所有這些風險。這些風險包括但不限於我們在10-K表年度報告、10-Q表季度報告、8-K表最新報告以及向美國證券交易委員會（“SEC”）提交的其他文件中 “風險因素” 部分中描述的風險因素。不應將這些因素解釋爲詳盡無遺，應與本文檔和美國證券交易委員會文件中包含的其他警告聲明一起閱讀。除非適用法律要求，否則我們明確表示沒有義務公開更新或審查任何前瞻性陳述，無論是由於新信息、未來發展還是其他原因。
About Rocket Mortgage
關於火箭抵押貸款
Detroit-based Rocket Mortgage is the largest retail mortgage lender, closing more mortgage volume than any other lender in 2022, and is a part of Rocket Companies (NYSE: RKT).
總部位於底特律的Rocket Mortgage是最大的零售抵押貸款機構，2022年完成的抵押貸款量超過任何其他貸款機構，並且是火箭公司（紐約證券交易所代碼：RKT）的一部分。
The lender enables the American Dream of homeownership and financial freedom through its obsession with an industry-leading, digital-driven client experience. In late 2015, it introduced the first fully digital, completely online mortgage experience. Since its founding in 1985, Rocket Mortgage has closed more than $1.6 trillion of mortgage volume across all 50 states.
該貸款機構通過對行業領先的、數字驅動的客戶體驗的癡迷，實現了房屋所有權和財務自由的美國夢。2015年底，它推出了第一個完全數字化、完全在線的抵押貸款體驗。自1985年成立以來，Rocket Mortgage已在所有50個州完成了超過1.6萬億美元的抵押貸款。
Rocket Mortgage is ranked highest in the country for client satisfaction in mortgage origination and servicing by J.D. Power. Rocket Companies, Rocket Mortgage's parent company, ranked #11 on Fortune's list of the "100 Best Companies to Work For" in 2022 and has placed in the top third of the list for 21 consecutive years.
在J.D. Power的抵押貸款發放和服務方面，Rocket Mortgage的客戶滿意度在全國排名最高。火箭抵押貸款的母公司火箭公司在《財富》雜誌2022年的 “100家最佳工作公司” 名單中排名第 #11 位，並連續21年位居該榜單的前三分之一。
About Rocket Companies
關於火箭公司
Founded in 1985, Rocket Companies (NYSE: RKT) is a Detroit-based fintech platform company consisting of personal finance and consumer technology brands including Rocket Mortgage, Rocket Homes, Amrock, Rocket Money, Rocket Loans, Rocket Mortgage Canada, Lendesk and Core Digital Media.
火箭公司（紐約證券交易所代碼：RKT）成立於1985年，是一家總部位於底特律的金融科技平台公司，由個人理財和消費科技品牌組成，包括Rocket Mortgage、Rocket Homes、Amrock、Rocket Money、火箭貸款、加拿大火箭抵押貸款、Lendesk和Core Digital Media。
Rocket Companies' mission is to be the best at creating certainty in life's most complex moments so its clients can pursue their financial dreams. The Company helps clients achieve the goal of home ownership and financial freedom through industry-leading client experiences powered by its simple, fast and trusted digital solutions. J.D. Power has ranked Rocket Mortgage, part of Rocket Companies, #1 in client satisfaction for both primary mortgage origination and servicing 21 times – the most of any mortgage lender.
Rocket Companies的使命是最擅長在生活中最複雜的時刻創造確定性，以便其客戶能夠追求自己的財務夢想。該公司通過其簡單、快速和值得信賴的數字解決方案提供行業領先的客戶體驗，幫助客戶實現房屋所有權和財務自由的目標。J.D. Power將火箭公司旗下的Rocket Mortgage在初級抵押貸款發放和還本付息方面的客戶滿意度排在第 #1 位，是所有抵押貸款機構中最高的。
For more information and company news visit RocketCompanies.com/PressRoom.
欲了解更多信息和公司新聞，請訪問 Rocketcompanies.com/新聞室。
譯文內容由第三人軟體翻譯。